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Kalkii avatar

@kalkiiavatar

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Experienced IT professional specializing in help desk support.

India

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What I'm looking for

I am looking for a role that allows me to leverage my IT support skills in a collaborative environment, focusing on customer satisfaction and continuous improvement.

I am a dedicated Senior Analyst with a strong background in information technology, particularly in help desk support roles. My experience includes serving as a first escalation point for technical and managerial queries at HCL Technologies, where I ensured that service level agreements (SLAs) were met and issues were resolved efficiently. I take pride in my ability to delegate tasks effectively and communicate proactively with customers, which has been crucial in maintaining high service standards.

Throughout my career, I have developed and reported key performance indicators (KPIs) and management reports to demonstrate the operational efficiency of the Service Desk. My previous roles as an IT Support Engineer and Desktop Support Engineer have equipped me with the skills to address user tickets related to hardware, software, and networking, ensuring minimal downtime and a seamless user experience. I am passionate about leveraging my technical expertise to contribute to team success and enhance customer satisfaction.

Experience

Work history, roles, and key accomplishments

Senior Analyst

HCL Technologies

Dec 2022 - Jan 2024 (1 year 1 month)

Served as a primary escalation point for technical and managerial queries, providing hands-on IT support during peak workloads. Ensured Service Level Agreements (SLAs) were met by efficiently delegating tasks, taking ownership of problems, and proactively communicating with customers. Developed and reported KPI metrics and management reports to demonstrate the Service Desk's adherence to agreed SL

IT Support SLA Management KPIs Technical Support Team Leadership Problem Solving

IT Support Engineer

Six Sigma Solutions

Feb 2022 - Aug 2022 (6 months)

Addressed user tickets related to hardware, software, and networking issues. Installed applications and computer peripherals, providing step-by-step guidance to users. Recorded technical issues and their resolutions in logs, and escalated unresolved problems to the next level of support personnel.

Installation Networking Ticketing Systems Technical Support

Desktop Support Engineer

Artech Info Systems Pvt Ltd

Dec 2020 - Oct 2021 (10 months)

Provided comprehensive desktop support services to project employees. Installed, configured, and maintained computer systems and software to ensure optimal performance. Troubleshot hardware and software issues, minimizing downtime and collaborating with team members to resolve complex technical problems.

Desktop Support System Configuration Technical Problem Solving Team Collaboration IT Support

Technical Support

TNQ Books and Journals

Jul 2016 - Jun 2017 (11 months)

Assisted with technical issues related to publishing software and systems, ensuring smooth operations. Resolved customer inquiries efficiently and reported recurring issues to facilitate continuous improvements. Collaborated with cross-functional teams to enhance software functionality and user experience.

Technical Support Publishing Systems Customer Service System Troubleshooting