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Manoj Kumar

@manojkumar15

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Experienced Service Desk Engineer focused on operational efficiency.

India

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What I'm looking for

I am looking for a role that values operational efficiency and customer satisfaction.

I am a dedicated Service Desk Engineer with a proven track record of delivering exceptional support and ensuring the smooth operation of IT systems. Throughout my career, I have successfully resolved an average of 20 technical issues per week, leading to a remarkable 30% improvement in system reliability. My commitment to customer satisfaction is reflected in my 95% customer satisfaction rate, achieved by efficiently managing and resolving 50 daily queries.

In my previous roles at HCL Technologies and Wipro, I implemented effective IT support services that resulted in a 25% reduction in system downtime. My proficiency in Active Directory and ITIL frameworks has enabled me to streamline processes and enhance operational efficiency. I am passionate about utilizing my skills to drive operational excellence and improve customer experiences in future opportunities.

Experience

Work history, roles, and key accomplishments

Service Desk Engineer

HCL Technologies

Nov 2023 - Apr 2024 (5 months)

As a Service Desk Engineer, I improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution. I documented resolutions to common problems, streamlining future troubleshooting efforts and contributed to increased first-call resolution rates.

Customer Support Problem Solving ITSM Incident Management Technical Support Documentation ServiceNow Ticketing Systems Communication Skills

Administrator

Wipro

Feb 2021 - Nov 2023 (2 years 9 months)

In my role as an Administrator, I resolved an average of 50 customer queries daily, achieving a 95% customer satisfaction rate. I implemented IT support services that improved system reliability by 30% and reduced downtime by 25%.

Customer Support Active Directory IT Support Problem Solving Reliability Communication Skills ITSM Technical Support Incident Management Patch Management

Customer Support Engineer

Genius Consultants

Jan 2020 - Jan 2021 (1 year)

As a Customer Support Engineer, I acted as a liaison between customers and internal teams, ensuring seamless handover during escalations. I consistently exceeded SLA targets while maintaining high-quality service standards.

Customer Support Communication Skills Incident Management Problem Solving SLA Management Technical Support Coordination Stakeholder Management Quality Assurance Troubleshooting

Desktop Support Engineer

Integrated Technologies

Apr 2019 - Nov 2019 (7 months)

In my role as a Desktop Support Engineer, I delivered desktop support and managed Active Directory services. I resolved technical issues efficiently, contributing to a significant increase in system reliability.

Desktop Support Active Directory Technical Support Problem Solving IT Support Reliability Troubleshooting Customer Satisfaction

Desktop Support Engineer

Virtu Technologies

Nov 2017 - Feb 2019 (1 year 3 months)

As a Desktop Support Engineer, I managed IT asset inventory and provided comprehensive technical support. I analyzed issues for quick remediation and guided users through basic troubleshooting tasks.

Desktop Support Technical Support Troubleshooting Customer Support Communication Skills Problem Solving Software Management User Training

Education

Degrees, certifications, and relevant coursework

Thiru Seven Hills Polytechnic College

Diploma, Electronics and Communication Engineering

Completed a Diploma in Electronics and Communication Engineering, gaining foundational knowledge in electronic systems, communication technologies, and practical engineering skills.