CSM FIELD ADMINISTRATOR
XAD Technologies
Total years of experience :0 years, 4 Months
Worked as CSM FIELD ADMIN trainee for a DU project named TROUBLE TICKETING from XAD TECHNOLOGIES
ROLE
• Providing first level L1 support to end users by being the point of contact for the users
• Was responsible for the routine IT operations of the organization which included
o End User Support
o Network Troubleshooting & Monitoring
o Call Logging & Response using a Ticketing System
o Issue Escalations through till closure.
End User Computing included
o Installation of Desktops / Laptops and other end user computing devices like the
MODEMS, MDF’S, ASR’S, IDF’S.
o Installation & Troubleshooting of Operating Systems like Windows (2000/XP/7)
Networking included
• Basic Troubleshooting of Network & network elements
Communication & Ticketing
• Manage User Requests through a Ticketing System.
• Continuous and complete user communication & update on the resolution status of the issues raised.
• Follow-up with users and drive towards closure of ticket.
• Preparing the CONSUMER INCIDENTS REPORTS which represent various TROUBLE TICKET (TT) statistics such as
• Technician assignments
• Solved, unsolved TT’s and cause of pending.
• TT’s per category and TT’s per location
• Daily hardware replacement statistics
• The other tasks included is updating the summary sheet which involved
• TT starting and ending times and the status of the TT.
• Location of the TT and the technician assigned for the location and technical update from the technician
• Identifying the parent category and root cause of the fault
Presented IDEAS at “INNOVATIVE IDEAS” held at “NIT” (WARANGAL) and was INTERVIEWED by MEDIA. I was the Organizer of SPHINX’08 State level inter-college technical meet. I was the Organizer of VIGNANITHA’08 National level Symposium. Attended a national level robotic meet “ROBOKRITI” organized by IIT Kanpur. I was the project leader for both of my main and mini projects.
Presented IDEAS at “INNOVATIVE IDEAS” held at “NIT” (WARANGAL) and was INTERVIEWED by MEDIA. I was the Organizer of SPHINX’08 State level inter-college technical meet. I was the Organizer of VIGNANITHA’08 National level Symposium. Attended a national level robotic meet “ROBOKRITI” organized by IIT Kanpur. I was the project leader for both of my main and mini projects.