Applied For: IT Service Desk Engineer GAURAV VARSHNEY

S-522 school Block Laxmi Nagar Contact No: +918750866030, E-mail:gauravvarshney68@gmail.com

Career Objective:

I have the aspirations to work in dynamic and competitive environment to enhance and upgrade my skills and competencies in order to excel in professional responsibilities
Key Potencies:

Good relationship management skills across various people groups and a cohesive team player. Keen and fast learner ready to take up new challenges Ability to work independently as well as part of a team Good written, verbal communication skills along with strong customer service skills. Ability to perform under a high pressure work environment. Self-driven and have the competence to handle assigned functions independently and always been amiable and hardworking in the processes managed. Focused, Task Oriented, Innovative and a committed approach towards work. Strong inters personal skills along with an optimistic approach towards work. Multi tasking competencies with the capacity to meet aggressive time lines. Self-motivated and belief in Goal achievement with a team spirit.

WORK EXPERIENCE: Evision Infotech Pvt Ltd I.T. Service Desk Engineer Feb2012-Till date

Client: Fertilizer Association of India Ltd

Worked as a Central Point of Contact for All Technical Support Teams and Provide Up-to-Date Information For On-Going Incidents/Alerts Answering Phone Calls, Recording Incidents, Providing Resolution, Escalating If Necessary And Closing Requests Per The Established SLA. All mails to be read thoroughly & replied to all the concerned in case of escalation. Obtain Necessary Information from Users to Adequately Describe the Request or Problem Report & Put it in Tacking Tool. Responsible for Helpdesk Tickets Distribution among the Support Engineers. Coordinate And Manage Relationships With Vendors That Provide Hardware, Network And Other Support. Maintaining Hardware And Software Inventory And Follow All IT Documentation Process Knowledge and Work Close With Service Desk & Ticketing Software Tools BMC Remedy. Route Problems To Internal 2nd And 3rd Level IT Support Staff For Further Process Recording/Tracking Incidents And Complaints And Keeping End Users Informed About The Status/Progress. Escalating Call to The Senior Management Team As Per The Internal Escalation Matrix. Maintaining SLA, handling escalations and providing RCA. Managing User Accounts Maintaining >90% FCR during the tenure.

Technical Skill Set

Assembling, De-Assembling, Services, Troubleshooting and Perform Hardware related installation. Installation, Customization and Troubleshooting of Win XP, & Win7, Win Vista and. Handling Anti-Virus Softwares installation updating and maintenance. Monitoring Hardware, Networking, Sharing and Security setting. Requirements Analysis of Hardware & Hardware Maintenance. To take Backup process of various database using Internal Hard Drive. Installation MS-Outlook, Email Configuration & trouble shooting. Configure any Printer in as per Network environment. Wi-Fi Configuration & support Wi-Fi Network.

Educational Development

B-Tech (Computer Science) Mangalayatan University 65 %

Intermediate from (UP Board) with 58 % High School from (UP Board) with 64 %

Personal Details:

Fathers Name Date of birth Marital status Hobbies Language Known

Declaration:

: : : : :

Mr.C.S.Varshney 29 May 1990 Single. Listening music & Playing Cricket. Hindi and English.

I do hereby declare that all above information given are true to the best of my knowledge.

Date: __/__/_____.

Place: __________.

(GAURAV VARSHNEY)