Prashant Kumar Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

-Working at Concentrix for Lenovo India Process to provide technical support for individuals/organizations utilizing Lenovo laptops, resolving internal operation IT issues.-Active directory- Reset password, user access management, adding user to group, user onboarding/offboarding.-Basic Networking knowledge- OSI MODEL, TCP/IP Model, Switches, Routers, DNS, DHCP, LAN/WLAN.-Providing support for technical issues including MS OFFICE 365, Outlook, Excel, BitLocker, VPN, and Printer.-Diagnose and troubleshoot technical issues including- driver, software, OS and hardware parts. Offering assistance to customers facing challenges with Windows installation, configuration, activation key and patches.-Taking escalation calls L1/L2-Engage with customers through various communication channels, including phone calls, emails and chat, guiding them through a series of action to address their needs.-Inquire with customers using targeted questions to swiftly identify the core issues and facilitate a prompt resolution.-Demonstrate empathy towards customer concern.-Creating detailed performance and KPI analyses for the team by generating reports using Excel and Power BI. Participating in collaborative initiatives with senior management to deliver comprehensive analysis.-Extensive use of Lookups, Pivots, Tables, Macros and many formulas for data cleansing.-Power BI Desktop for advanced data visualization.-Exposure to Microsoft Office software including Word, Power Point & Outlook.-Supporting project activities- change management, incident management, knowledge management.