IT Analyst
Tata Consultancy Services
Total years of experience :11 years, 7 Months
•Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.
•Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.
•Install and configure computer hardware operating systems and applications
•Monitor and maintain computer systems and networks
•Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
•Troubleshoot system and network problems, diagnosing and solving hardware or software faultsreplace parts as required
•Provide support, including procedural documentation and relevant reports
•Follow diagrams and written instructions to repair a fault or set up a system
•Support the roll-out of new applications
•Set up new users' accounts and profiles and deal with password issues
•Respond within agreed time limits to call-outs
•Work continuously on a task until completion (or referral to third parties, if appropriate)
•Prioritise and manage many open cases at one time
•Rapidly establish a good working relationship with customers and other professionals, such as software developers
•Test and evaluate new technology
•Conduct electrical safety checks on computer equipment.
Provided over 5.03 years of quality customer service, which included the handling of second support tier cases and difficult scenarios, while focusing on the best customer experience.
•User Administration on Windows Server 2008 and 2012
•Backup of SQL Database and Restoration on DR Server for recovery and Test Server for Backup testing
•Diagnosed and resolved operating system, hardware and software program problems to root causes
•Recommended configuration changes and system additions that optimized performance
•Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution life cycle of the case
•Identified process gaps and provided solutions that improve the customer's quality of service
•Coordinated and performed Centricity Perinatal software upgrades
•Generate and maintain documentation of IT Procedure and Audit Trails of Lab Instruments
•Provided assistance with Centricity Perinatal Security Audit Trail
Tailor Line, Nagpur
Technical Support Engineer, primary duties included fielding help desk service calls (level 1, 2 and 3) for both customers and Field Service reps.
•Provided customer support for all client/server based products.
•Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the field professionals and customers within SLA time frame.
•Provided On-site technical assistants for Sales Engineering in POC stage of sales agreements.
Detail knowledge of computer language and statistics.
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