Pardeep Rihal
IT Helpdesk (Self Employed)
Yeading,HIL
Summary
Accomplished IT Support Engineer and Sales Manager, renowned for elevating IT system performance and driving sales growth at Tropical Heating. Expert in network troubleshooting and customer service, I've significantly enhanced user satisfaction and operational efficiency. Leveraging help desk support skills and a results-driven approach, I've achieved notable cost savings and fostered long-term client relationships. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Support Engineer
Self Employed
London, England
03.2008 - 06.2024
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Established strong relationships with vendors, negotiating contracts for cost-effective hardware and software solutions.
- Contributed to cost savings by identifying opportunities for process improvements within the IT department.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
Sales Manager
Tropical Heating
09.2006 - 02.2008
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
Education
BTEC National Degreee - Information Technology
Uxbridge College
Uxbridge, United Kingdom 04.2001 -
Skills
Help Desk Support
Network Troubleshooting
Remote Desktop Support
Hardware diagnostics
IT Documentation
Mobile Device Management
VPN Configuration
Email Administration
Desktop Deployment
ITIL Knowledge
Remote Support
Desktop support
User Support
Ticket management
Microsoft Outlook
Hardware upgrades
Windows 10
User credential management
Customer service expert
Account updating
Laptop Servicing
Hardware Configuration
Device Installation
Attention to Detail
Languages
English, Punjabi
Native language
English
Proficient
C2
Punjabi
Upper intermediate
B2
Certification
ITIL
Interests
Cooking
Gardening
Painting
Walking
Football
Playing Hockey
When I was younger I went along and watched my Father play Hockey on Grass, whilst watching I thought I would like to play this game.
I then joined Eastcote Hockey Club where my Father was a Player.
As a young boy we all want to play Forward and score goals but as the years passed by strongest position is a Right Sided Defender.
As part and parcel of the game Injuries come with this sport and I have had my fair share, the most painful was when I Dislocated my Right Shoulder.
I started at the lowest Team and worked my way up helping the Team to earn several Promotions.
After the Game I would help out at the Bar and the Cleaning, it is our Club so I enjoy participating.
Timeline
ITIL
07-2018
IT Support Engineer
Self Employed
03.2008 - 06.2024
Sales Manager
Tropical Heating
09.2006 - 02.2008
BTEC National Degreee - Information Technology
Uxbridge College
04.2001 -