Ghouse Muddassir
Chennai,Tamil Nadu
Summary
Understands the importance of relationship management with different types of stakeholders Always striving to achieve First call resolution, to help improve the customer relationship with the company. Helping Team and new hires with any process-related queries and motivating them. Strong written and verbal communication skills, time management, analytical, and presentation skills Passionate about IT and Technical Customer Service. Innovative Help Desk Analyst with 10 years of experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting, and maintenance of workstations. Personable communicator while assisting with technical issues and training.
Overview
11
11
years of professional experience
Work History
Help desk Analyst
Innova Solutions
Chennai
03.2021 - Current
- Taking care of automated alerts that are generated through machines to check systems are running in proper manner
- Maintain the response time of this alert with its SLA time
- Responding to mail requests sent by customers, completing it within SAL so that the business is running without any issues
- Troubleshoot systems that have issues, (application or hardware) identify them, and provide support as per agreement
- Redirect tickets to the respective team as per the issue for fast resolution
- Working with Zendesk as a ticketing tool
- Making use of the KB articles and previous tickets for the best resolution.
Service Desk Analyst
HCL
Chennai
04.2016 - 11.2020
- Ensure Service Requests for applications, software, hardware and network systems and user administration are managed as per established processes
- Incidents and service requests are escalated to internal support teams or external service providers via the ticketing tool ”Service now”
- Log all service desk interactions and document issue resolution adhering to the ITSM system
- Track, route problems, requests and document resolutions
- Maintain excellent communication with all end users and other members of the technology department
- Identify and effectively prioritise situations requiring urgent attention
- Responding on time to requests for technical assistance in person, via phone, or email
- Research solutions using available KB articles.
Tech Support Consultant
Sutherland Global Services
Chennai
02.2015 - 05.2016
- Installation & configuration of a company’s computer hardware operating systems and applications
- Maintenance and monitoring of computer networks and systems
- Logging the queries of customers and employees
- Analysis of call logs in order to discover any underlying issues or trends
- Diagnosing and solving hardware or software faults
- Testing and evaluating new technology
- Performing electrical safety checks on the company’s computer equipment
- Responding to call-outs in a timely fashion
- Following instructions, either written or in diagram form, in order to set up a system or fix a fault.
Grants Advisor
24/7 Lead Solutions
Chennai
01.2012 - 01.2013
- Entering grants on to the database
- Updating the website with grants information
- Drafting funding agreements for grantees
- Coordinating the administration of board papers
- Sending monitoring deadlines to grantees and chasing up reports
- Ensuring that all grant paperwork is up to date
- Scheduling meetings for the grants team and assisting with other administrative tasks as appropriate.
Career Advisor
Quscient Technologies
Chennai
01.2010 - 01.2012
- Provided quick, efficient support to end users, responded to phone calls and emails
- Worked closely and effectively with end users to replace/repair defective hardware and software
- Resolving queries in a timely manner with the best possible outcome to end users' satisfaction
- Instructed end users in installing anti-virus software, configuring and testing customer PCs via remote access
- Solving issues with internet connection software malfunction or hardware breakdown
- Collaborated with other company staff to optimize the working environment and customer service.
Education
BBA - Commerce
Barathidasan University
India2012
Skills
- Defect Analysis and Resolution
- Development Documentation
- Collaborative Team Player
- Closing Tickets
- System Performance Assessment
- Microsoft Office suite
- User Support and Troubleshooting
Timeline
Help desk Analyst
Innova Solutions
03.2021 - Current
Service Desk Analyst
HCL
04.2016 - 11.2020
Tech Support Consultant
Sutherland Global Services
02.2015 - 05.2016
Grants Advisor
24/7 Lead Solutions
01.2012 - 01.2013
Career Advisor
Quscient Technologies
01.2010 - 01.2012
BBA - Commerce
Barathidasan University
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