Chethan Vilas
TCS PVT LTD With Quantum Leap PVT LTD
Kannur,Kerala
3
Language
1
Certification
8
Years of experience
Detail-oriented Service Desk Engineer with a proven track record in technical troubleshooting, incident management, and enhancing service delivery. Committed to improving customer satisfaction and reducing downtime through effective problem-solving and communication.
Results-driven technical support professional with expertise in incident management and cross-functional collaboration. Known for enhancing productivity and client satisfaction through proactive problem-solving. Ready to leverage strong communication skills to improve service delivery and operational efficiency.
Dedicated Service Desk Engineer with a strong focus on enhancing service quality and team collaboration. Experienced in training staff and analyzing incidents to identify root causes, driving continuous improvement in technical support operations.
Knowledgeable [Desired Position] with solid background in service desk operations and technical support. Skilled in troubleshooting and resolving complex IT issues, ensuring minimal downtime and enhanced user satisfaction. Demonstrated proficiency in customer service and problem-solving, consistently maintaining high levels of client satisfaction and operational efficiency.
Work History
Service Desk Engineer
1 Year 8 Months- Resolved technical issues for end-users, enhancing productivity and minimizing downtime.
- Provided first-line support via phone, email, and chat, ensuring efficient communication channels.
- Documented troubleshooting steps and solutions in knowledge base, improving team resource accessibility.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
- Trained junior staff on service desk procedures and best practices, fostering team skill development.
- Analyzed recurring incidents to identify root causes and recommend preventive measures.
- Monitored service desk performance metrics to drive continuous improvement in service delivery quality.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
- Worked closely with management to identify areas for continuous improvement within the service desk operations.
- Maintained up-to-date knowledge of industry trends, enabling the provision of accurate and relevant support to clients.
- Improved client relationships through consistent communication, providing status updates on ongoing issues and resolutions.
- Participated in regular performance review meetings with supervisors, seeking feedback on ways to improve individual skills or contribute more effectively to team success.
- Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
- Configured equipment such as desktops, laptops, printers, and mobile devices for deployment throughout the organization.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and endusers.
- Reduced downtime for users by proactively monitoring systems and addressing potential issues before they arose.
- Continuously sought opportunities for professional development through training courses and workshops, staying current on the latest IT trends and best practices.
- Enhanced customer satisfaction by resolving service desk tickets in a timely and efficient manner.
- Conducted research on emerging technologies to recommend upgrades or improvements that would benefit the organization''s overall IT infrastructure.
- Supported software rollouts across multiple platforms, ensuring seamless integration for endusers.
Technical Support Engineer
1 Year 10 Months- Conducted training sessions for new users on product features and troubleshooting techniques
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Streamlined ticketing process, enhancing response time and increasing overall efficiency in support operations.
- Engaged in continuous learning to adapt to evolving technologies and improve service quality.
Senior Desktop Support Engineer
3 Months- Led troubleshooting efforts for hardware and software issues, enhancing user satisfaction and system performance.
- Implemented IT support strategies that improved incident response times and resolution rates.
- Conducted training sessions for junior staff on best practices in desktop support and customer service.
- Developed documentation for technical processes, ensuring consistency and clarity in support operations.
System Operations Analyst
2 Years 7 Months- Analyzed operational data to identify trends and improve process efficiencies.
- Collaborated with cross-functional teams to streamline workflows and enhance service delivery.
- Developed and maintained performance dashboards to track key operational metrics.
- Assisted in the implementation of process improvements that enhanced overall productivity.
- Conducted root cause analysis for operational issues, recommending solutions to prevent recurrence.
- Facilitated training sessions for new staff on operational procedures and system usage.
Desktop Support Engineer
2 Months- Provided technical support for hardware and software issues, ensuring efficient system operation.
- Diagnosed and resolved desktop-related problems using remote assistance tools effectively.
- Assisted users with application installations and configurations to enhance productivity.
- Maintained inventory of IT equipment and ensured timely updates for all systems.
- Collaborated with team members to troubleshoot network connectivity issues promptly.
Technical Support Engineer
1 Month- Provided technical support for software and hardware issues, ensuring timely resolution for client inquiries.
- Diagnosed and troubleshot complex technical problems using IBM systems and tools.
- Assisted in the documentation of support processes to enhance team knowledge sharing.
- Collaborated with cross-functional teams to improve service delivery and customer satisfaction.
Education
Bachelor of Science - ECE
Skills
Remote support
VPN configuration
Software installation
Security protocols
Application support
Incident management
Backup and recovery
Asset management
Server maintenance
Hardware support
Patch management
VoIP support
Network administration
Mobile device management
Database administration
ITIL framework
System administration
Virtualization technologies
Ticketing systems
Active directory
Cleaning and sanitizing
Written and verbal communication
Technical troubleshooting
Certification
ASW Cloud
CCNA
Devops
Languages
English
Professional Working
Timeline
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TCS PVT LTD With Quantum Leap PVT LTD
02.2025 - CurrentRead More
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10.2022 - 01.2023Read More
System Operations Analyst
FIS Global PVT LTD With CMSIT PVT LTD
12.2019 - 07.2022Read More
Desktop Support Engineer
FIS With Orbit Techsole PVT LTD
10.2019 - 12.2019Read More
Technical Support Engineer
IBM With IMSI Global PVT LTD
12.2018 - 01.2019Read More
HMSIT ,tumkur
Bachelor of Science from ECE
Read More