Aman Singh Thakur

AMAN SINGH THAKUR L3 Remote Desktop Support Engineer E - q https://www.linkedin.com/in/aman1023/ AS - Balaghat, India SUMMARY KEY ACHIEVEMENTS Experienced professional with a strong background in managing complex technical issues and ensuring security compliance. Dedicated to delivering clear, effective communication and providing high-quality support that enhances client satisfaction. Skilled in reducing resolution times, improving operational efficiency, and empowering users with self-service solutions. Passionate about utilizing technology to drive innovation and contribute to the success of the team and the organization.  Customer Satisfaction Up Resolved 95% of escalated issues, increasing client satisfaction by 20%.  Efficiency Boosted Decreased ticket resolution time by 30%, handling over 500 tickets monthly.  EXPERIENCE Led a team that reduced churn rate by 15% in one year. L3 Remote Desktop Support Engineer Wipro 12/2021 04/2024 Noida, India L3 Remote Support Engineer/SME/Project Engineer • Improved incident resolution speed by 40% by implementing automated ticketing system workflows. • Managed a user base of over 5,000 clients, providing Tier 3 support across multiple platforms. • Ensured compliance with security standards and participated in system monitoring to identify risks. • Collaborated with L2 and Incident Management teams, leading joint calls to troubleshoot and resolve escalated issues. • Enhanced customer satisfaction by improving ticket resolution time by 25% through innovative troubleshooting techniques. • Boosted system uptime to 99.9% by implementing proactive monitoring and maintenance routines. • Delivered exceptional client communication via email, chat, and calls, maintaining high satisfaction levels. Tech Mahindra Business Services 04/2020 Pune, India Retention Specialist • Decreased network latency issues by 40% by implementing efficient monitoring strategies. • Monitored customer feedback and collaborated with departments to resolve issues impacting churn. • Implemented upselling and cross-selling strategies to boost customer engagement. • Analyzed metrics (churn rate, customer lifetime value) to assess retention strategy success. • Generated $500K in additional client revenue by designing tailored retention strategies. Technical Support Engineer Concentrix 11/2014 07/2015 Pune, India Technical Support Engineer • Provided technical support for hardware and software issues, resolving client issues via phone, email, and ticketing systems. • Reduced average resolution time by 20% through improved troubleshooting techniques. • Trained end-users on basic troubleshooting to enhance self-resolution and reduce support needs. • Collaborated with developers and helpdesk teams to expedite issue resolution. www.enhancv.com  Improved Self Resolution Implemented a training program reducing support calls by 25%. SKILLS Remote Desktop Support ServiceNow MyRemedy Virtual Desktop Infrastructure VDI Windows Operating Systems Networking System Monitoring Retention Specialist 06/2018 Reduced Customer Churn IT Service Management ITSM Technical Support & Troubleshooting Problem-Solving Customer Service Excellence PROJECTS Project VitalCare Workforce 01/2020 04/2020 Not specified Project VitalCare Workforce • Served as an HR recruiter and workforce manager during the COVID 19 pandemic. • Responsible for sourcing, onboarding, and managing teams to support healthcare operations. • Played a pivotal role in coordinating efforts to ensure timely assistance and efficient workforce allocation. Powered by  EDUCATION PROJECTS B.Tech/B.E. COVID Wellness Initiative Rajiv Gandhi Proudyogiki Vishwavidyalaya (RGPV) 08/2010 - 05/2014 Not specified Balaghat (M.P.) Class Xth Project Name Not specified 01/2006 - 01/2008 Not specified • Led efforts to recruit, onboard, and manage diverse teams supporting healthcare and relief operations. • Played a critical role in addressing urgent staffing needs during the pandemic. Class XIIth (Science/Maths) 01/2008 - 01/2010 01/2020 - 04/2020 COVID Wellness Initiative Bhopal Date period Location Short summary of your work Balaghat (M.P.) • What was a successful outcome of your work? (e.g. Raised $3,000 for the charity) LANGUAGES English Hindi Fluent Native PASSIONS 0 Personal Passions Dedicated to spiritual growth, nature, and animal welfare, reflecting a holistic approach to life. G Hobbies Basketball, playing musical instruments, and exploring new places. www.enhancv.com Powered by 