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GIRINDRA MOHAN

IT Analyst


  • Skills

    • CCNA ITIL
  • Assessment Percentile

    0%




About Me

Servicedesk Lead

Designation : IT Analyst
Summary :

•        Performed network setup and troubleshooting. Cased all client connects in Breeze, an internal client management system

 

•        Ensuring all incidents (P1, P2, P3 & P4) tickets are recorded with proper updates from inception till closure in Remedy.

 

•        Escalating calls and issues where necessary to senior managers & team leaders.

 

•        Acted as Team Supervisor under leadership of manager to train and support new team members with their integration into the remote support channel

 

•        Troubleshot client issues and escalated tickets if needed or placed a service call if the matter was identified as a hardware concern; followed-up with clients to ensure satisfaction with action taken.

 

•        Managed documented work logs on average of 35-40 a day, followed up for resolution of solution offered at point of incoming call. Escalate call to the Technology team if 1st level solution did not resolve issue.

 

•        Meet CSMS target of 75% logs closed within 5 days of the initial opened call. On an average, 25% of open logs were closed within the first 2 days.

•        Performed remote installations, upgrades, and repairs using phone, online chat, and remote desktop software

•        Diagnosed operating system problems, repair all issues, and remove malware as defined by scopes of work

Gender : Male
Age : 25 yr
Skills :
  • CCNA
  • ITIL
Education :
Experience :
Project :
Awards :
  • [2018] : LIVE WIRE
Language Known :
Interest :
  • CCNA
  • Service Desk
  • Incident Management

No Project Available

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