Amit Kumar (MBA, ITIL, PMP)

Responsible for the day-to-day IT Operations of the company such as User Management, Trouble Shooting, Help and Advise. Maintaining Desktop Applications, Local Area Networks, IT Security and Telecommunications.

Duties: -

Strengthening the IT infrastructure through to implementing new technologies.
Responsible for hardware and software installation, maintenance and repair.
Performing routine audits of systems and software.
Manage the IT budgets and expenditure on hardware and software.
Developing & maintaining the company IT systems, software and databases.
Recommending and implementing improvements and efficiencies.
Having excellent time management, confidentiality & communication skills.
Having strong IT, commercial, planning and budgeting skills.
Management of server software and associated backup routines.
To evaluate, test, advise, train and support I.T. related projects.
Procurement of IT hardware, software and maintenance products & services.
Responsible for the recruitment and training of new staff.
Writing documentation for ICT procedures, security and disaster recovery.
Maintaining documentation of changes regarding users, functions & systems.

KEY SKILLS AND COMPETENCIES

Thinking Clearly and Analytically
Giving Clear Information to Employees
Getting Unbiased Information
Identifying and Solving Problems
Making Decisions and Weighing Risks
Planning and Scheduling Work
Training, Coaching, and Delegating
Time Management and Prioritizing

Acting as technical lead to identify and implement solutions to problems affecting IT services. Providing 1st/ 2nd Line and some 3rd Line support over the telephone, remotely and face to face to clients & internal staff members.

Duties: -

Providing advice, information and assistance to callers.
Attempting to resolve all enquires on first contact with the caller.
Making sure that all telephone calls are answered promptly.
Dealing with customer’s queries, requests, orders or complaints.
Following up customers by calling them back.
Research required information for callers using available resources.
Involved in processing orders, forms and applications.
Accurately recording details of calls and issues on logging software.
Having a professional and courteous manner at all times.
Identifying and escalating priority issues or customer complaints.
Sending emails to clients answering their enquiries.
Taking ownership on all calls and queries answered.
Arranging appointments for engineers to attend premises & make repairs.

KEY SKILLS AND COMPETENCIES

Able to handle complex calls and situations.
Demonstrating empathy and understanding when talking to customers.
Able to deal with abusive and irate callers.
A proven track record of handling high volume calls.
Can type up to 60 wpm.
Excellent listening and problem solving skills.
Excellent communication skills and telephone manner.
Good keyboard skills and knowledge of customer service principles & practices.

Responsible for supporting the company's clients at all levels as part of a helpdesk team. Ensuring that all hardware and software is configured and installed correctly.

Duties: -

Maintenance of email and network security systems
Administering Network Workstations.
Firewall administration.
Responsibility for company IT security.
Providing telephone and desktop support.
Forecasting any needed technical improvements.
Produced informative, well organized presentations to senior management.

KEY SKILLS AND COMPETENCIES

Excellent customer facing skills.
A positive attitude towards customer service and good communication skills.
Experience of Windows server 2003, Exchange /XP professional / Office 2003.
Commercial technical support experience of servers and network infrastructure.
Ability to be clear & concise when explaining technical procedures to customers.