MOHAMMED ABDUL KAREEM
Chicago,IL
Summary
- Specific technical skills relevant to the job, such as experience with ticketing systems, remote desktop support, or network troubleshooting. Soft skills like active listening, empathy, and patience that demonstrate the ability to provide excellent customer service.
- Experienced Help Desk Technician with 4+ years of experience providing technical support for 500+ users. Achieved a 98% customer satisfaction rating and reduced average ticket resolution time by 25% through process improvements and automation.
Overview
4
4
years of professional experience
Work History
Help Desk Technician
Genpact Headstrong Capital Markets
, INDIA
11.2019 - 10.2021
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Resolved customer inquiries in a timely manner while providing excellent customer service.
- Supported remote desktop connections for users requiring assistance offsite.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Diagnose hardware,software,printing and network connectivity issues and resolve as appropriate
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Updated customer information and account status in the database following each interaction.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Customer Support Executive
COMPUTER GENERATED SOLUTION
, INDIA
07.2017 - 10.2019
- Worked as Customer Support Executive to 30+ customers per day for Dell devices and products
- Troubleshooted and resolved technical issues on a daily basis for Dell desktops and laptop devices, diagnosed hardware and software issues, conducted root-cause analysis, and escalated tier II and tier III issues to appropriate personnel
- Listened to customers' questions and concerns to provide answers or responses
- Collected customer information and analyzed customer needs to recommend potential products or services
- Managed customer service effectiveness by monitoring performance and assessing metrics
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Cross-trained and provided backup support for organizational leadership
- Delivered prompt service to prioritize customer needs
- Trained new personnel regarding company operations, policies, and services
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
MASTERS - Computer Science
Campbellsville University
B. TECH. EEE -
Gnyana Saraswati College of Engineering and Technology, JNTU-H
INTERMEDIATE MPC -
Kakatiya Junior college, Board of Intermediate Education Andhra Pradesh
S.S.C. -
Kakatiya High School, Board of Secondary Education Andhra Pradesh
Skills
- System diagnostics
- Asset Management
- Software Installation
- Remote Support
- Ticket management
- Software Updates
- Printer setup
- Application support
- Hardware Repair
- Security Protocols
- Wireless Networking
- Systems Analysis
- Software diagnosis
- Network diagnostics
- Hardware diagnostics
- Troubleshooting and diagnosis
- Call Center Operations
- Customer Service
- Technical Support
- LAN/WAN
- MS Office proficiency
Timeline
Help Desk Technician
Genpact Headstrong Capital Markets
11.2019 - 10.2021
Customer Support Executive
COMPUTER GENERATED SOLUTION
07.2017 - 10.2019
MASTERS - Computer Science
Campbellsville University
B. TECH. EEE -
Gnyana Saraswati College of Engineering and Technology, JNTU-H
INTERMEDIATE MPC -
Kakatiya Junior college, Board of Intermediate Education Andhra Pradesh
S.S.C. -
Kakatiya High School, Board of Secondary Education Andhra Pradesh
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