Prashant Kumar Email & Phone Number

Currently working as TECHNICAL SUPPORT ASSOCIATE at CONCENTRIX for the client- LENOVO INDIA.Possess a total experience of 1 year and 8 months.I have always been a person of learning. I feel ready to take on more professional responsibilities to shape my career in a better way.Current Job Description--Working at Concentrix for Lenovo India Process to provide technical support for individual/organizations utilizing Lenovo laptop, resolving internal operation IT issue.-Active directory- Reset password, user access management, adding user to group, user onboarding/off boarding.-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, 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

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  Future Institute Of Engineering And Management

  Mechanical Engineering