Sudesh Kumar Email & Phone Number

India

2 Year 3 month working under Concentrix as Seriour Technical Support• Management of processes and interfaces between all IT areas with primary focus on providing business support• Creating and maintain User profile using Azure • Providing remote 2nd level technical support for defected system and user problems.• Adherence to strict SLA and Key Performance Index• Troubleshoot basic network connectivity issues• Effective queue and ticket management• Look for service improvement and ticket reduction opportunities• Share and document ideas, solutions, improvements and process with team• Global Support for Remote Desktop technology platform• Achieve first-call resolution (FCR) in a timely manner• Supporting VIP User

India

Senior IT Operation

India

10 month working under Quess as Team lead,Project : AGS/ Future Group• Resolve Clint complaints and concerns with strong verbal and negotiation skills• Maintain IT Assets• Monitor and maintain Print Server And FTP Server• Monitoring Tickets and assign to respective Team members.• Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed• Manage the flow of day-to-day operations• Supporting VIP User • Create Report to update the company on the team progress• Maintain polycom and Cisco VC devices• Creating and Maintaining VC Bridge for VIP user for requested Meeting. Help user to create Conference call for user by using Goto meeting Giving IT Support to VIP users

Bangalore Urban, Karnataka, India

6 Month Experience in Concentrix working As Senior Technical Support Representative for Lenovo Laptop / Desktop Process• Provide through support and problem resolution for Lenovo Laptop/ Desktop customers.• Maintain composure and patience in face of difficult customer situation.• Built and maintain successful relationship with service providers, dealers, and customers.• Researched issues on various computer systems and databases to resolve complaints answer Inquiries and outline solution.• Referred difficult issues to upper management while maintaining positive report with customer• Resolve customer complaints and concerns with strong verbal and negotiation skills

Bangalore Urban, Karnataka, India

3 Years’ experience under DELL with Pay roll of Nityo InfoTech / Adecco Pvt Ltd. as System AdministratorProject: Dell / AIG GDS BangaloreThis is Technical Support Project of DELL, with a team Size of 7 Members, Where we are into IT Infrastructure.

Bangalore Urban, Karnataka, India

worked as Senior Technical Support Engineer • Providing online support for customers by keeping the customer satisfaction on first priority• Tracked assigned and managed own queue of tickets• Made sure McAfee was encrypting hard drive before deploying PC out to the field.• Computer Optimization daily Base , upgrade Antivirus and Firewall package, , Solving Technical issue, Install the latest, industry grade Antivirus and Firewall packages to ensure computer maximum protection from spam, virus and junk attacks, Check LOG files in the system for any errors or warnings• Update Windows• Update McAfee Virus application from Server• Clear out PC of Adware / Spyware and other Malware• Repair the broken registry entries• Help to take backups of valuable data & reinstall Windows• Setup new laptops and desktops with imaged drives using Ghost to clone to be use throughout the company.• Replaced and installed new printer’s computers and monitors for the end user.

India

As Systems Administrator• Provided customer service through product knowledge and a helpful approach to problem solving.• Logged each issue in help desk database software• Maintained a high standard of customer service on every phone call.• Assisted in shipping and receiving of leased equipment.• Analyze, log, and complex software and hardware matters of significance pertaining to networking connectivity issues, printer, server and application to meet business needs.• Coordinate hardware and software installations and upgrades to ensure work is completed in accordance with company policy. • Coordinate and monitor troubleshooting to isolate and diagnose common system problems: document system events to ensure continuous functioning, coordinate testing and upgrade.