john h
Luton,Central Bedfordshire
Summary
Detail-oriented technical support engineer with solid skills in resolving technical issues in hardware and software. Resourceful, flexible and committed team player. Reliable in meeting tight deadlines to meet demands. Self-disciplined professional with ample experience in IT, customer service and technical support. Adept in troubleshooting, diagnosing and designing computer systems to customize client needs. Eager to enhance skills and achieve growth in organization.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
Work history
Technical Support Associate
Concentrix
india
2019.04 - 2020.08
- Networking, mapping remote systems.
- Created assessment reports of equipment issues and resolutions using operational data.
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Participated in weekly department meetings to provide input on new and technical processes.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
Technical Support Associate
Google
india
2018.08 - 2019.04
- Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
- Configured and maintained internal lab servers, workstations and group policies for smooth operations.
- Created assessment reports of equipment issues and resolutions using operational data.
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Gave first-line support to customers within agreed Service Line Agreement (SLA).
Technical Support Associate
Tech Mahindra
india
2017.05 - 2018.06
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Communicated technical concepts to customers clearly by phone, email and online chat.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- knowledge of citrix environments and thin clients.
- worked on isp provide network bug fixes, testing.
- used testing tools to provide the best service at all times.
Education
Masters(computer science with project management) - computer science
University of Bedfordshire
Luton 2020.09 - 2022.11
Bachelors - Electronics and Commnication Engineering
Vikas group of institutions
India 2012.06 - 2016.06
Skills
- Experience in Tech support for more than 2 years
- Experience in resolving technical incidents in hardware, software and networking
- Good communication skill both verbal and written English
- Excellent team work and providing support to the team
- knowledge sharing at the highest
- Excellent IT skills
- Knowledge of network infrastructure
- Experience in understanding the computing configurations of windows OS, Mac OS, Android, IOS, Technical hardware, Citrix environments
- Analytical and Problem solving skills
- Troubleshooting skills for all technical issues
Languages
English
Native
Timeline
Masters(computer science with project management) - computer science
University of Bedfordshire
2020.09 - 2022.11
Technical Support Associate
Concentrix
2019.04 - 2020.08
Technical Support Associate
Google
2018.08 - 2019.04
Technical Support Associate
Tech Mahindra
2017.05 - 2018.06
Bachelors - Electronics and Commnication Engineering
Vikas group of institutions
2012.06 - 2016.06