Sreelakshmi Haridas Nair
Frisco
Summary
Reliable IT Help Desk Technician with substantial background in providing technical assistance and support for issues related to computer systems, software, and hardware. Strong capability in troubleshooting and resolving technical problems, maintaining documentation of all system issues promptly and accurately. Demonstrated ability to communicate complex information to non-technical staff effectively while also having improved overall customer satisfaction ratings during tenure in previous roles.
Overview
1
1
year of professional experience
Work History
IT Help Desk Technician
Wipro Technologies
Mumbai
11.2014 - 05.2016
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Developed processes for resolving customer complaints related to IT services.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Configured firewalls to protect networks from unauthorized access attempts.
- Maintained inventory of IT equipment and supplies.
- Maintained up-to-date case documentation for future reference.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Supported telephony systems such as VoIP phones.
Education
Bachelor of Science - Computer Science
Nehru Arts & Science College
Coimbatore,India04-2014
Skills
- Network troubleshooting
- Remote support
- Ticket management
- Firewall configuration
- Hardware installation
- Customer service
- Hardware configuration
- Software updates
- Software installation
- Attention to detail
- Active directory
- Information protection
- DHCP/DNS ethernet and firewall proficient
- Operating systems
- Hardware diagnostics
- LAN/WAN
- Technical support
- Hardware troubleshooting
- Service support
- Network connectivity
- Asset management
- Incident reporting
Timeline
IT Help Desk Technician
Wipro Technologies
11.2014 - 05.2016
Bachelor of Science - Computer Science
Nehru Arts & Science College
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