Kaleem Pasha
RS Naidu Nagar, Mysuru 570007 |- |-|
Profile
A highly organized individual with 6+ years of experience in technical support as installing new software
and diagnosing performance issues. Seeking a position at Infosys Company as a Technical Support
Specialist.
Experience
Working as Technical process specialist in Infosys Bangalore (August-2022 to present)
Worked as Senior Service Desk Analyst in TCS – Bangalore (July-2021 to August 2022)
Worked as Helpdesk Senior Coordinator in Wipro infotech -Mysore (May-2017 to May 2021)
ROLES AND RESPONSIBILITIES
· Interact with International clients to resolve the queries, technical issues and problems via chat, email,
tickets.
· Installation and reinstallation, update and repair, all software and application from SCCM, Zander,
Software center and Control Panel tools
· Remotely troubleshooting the network connectivity issues, VPN issues, Browsers issues, Network
Drives, Login issues, Driver’s update, VDI issues, System slowness, BitLocker Recovery, printer issue,
Zscaler issue, etc
· Resolving all the issues via Remote assistance by using (Remote Desktop Control and Remote-control
Viewer and logme123, Microsoft team.
· Configuring and troubleshooting MS office application and connectivity issue (Outlook, teams, word,
Excel, PowerPoint, Access) and same Cisco and Avaya applications etc.
· Supporting users for Mobile applications such as Intune, Microsoft Authenticator, teams and Outlook
etc.
· Performing work on Azure Active Directory like Password reset, Unlocking Account and checking OU’s.
· Escalate incidents & service requests to the SME's and with concern team when required.
· Collaborated with vendors to locate replacement components and resolve advanced problems.
· Timely mail support for any escalations and related issues.
· Following up with Users on assigned tickets till closure
· Tickets handling, resolving of issues within the SLA and feedback with Services Now” application.
· Helping and guiding to new team members or newly join to process.
· Generate reports through Dashboard to analyze performance of each service function.
· Preparing daily, weekly, and monthly calls analysis and infrastructure report.
Education
· Bachelor of Business Management
|University of Mysore |Karnataka|-|
· Completed Financial Software course TALLY ERP.9 |Linux Academy |Mysore |2016.
· Completed Hardware and Networking course |Linux Academy |Mysore |2019.
· Learning Cloud Computing AWS course |Udemy Application
Skills & Abilities
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Quick learner
Communication skills
Time Management
Excellent Email writing Skills
Hardware - PC Assembling and disassembling.
Working with team, also individual team player
Operating Systems: Windows XP/2000/
7/8/8.1/10/11
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Service now and E-helpline (Ticketing tool)
Customer service skills
Have Knowledge of MS office All version
Problem Solving skills.
Maintaining the reports in Excel.
Have Knowledge of Creating reports through
Dashboard
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USB related issues
Network Drive Issues
Browser Issues.
Software Deployment.
Internet Connection Issues
Printer and Scanner issues
Languages
English, Hindi, Kannada, Urdu.
Technical Skills
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VPN issues
Desktop configuration
Active Directory issues
MS office Application Issues
System Login issues
WIFI issues
Authenticator and mobile application support
Achievements
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· In Wipro Infotech.
Received Excellence award in Recognition of Outstanding Achievement as “Best annual performer” for
the year 2017-18.
Received 3 Times spot award and appreciation from the management for completing the tasks in the
given SLA.
Promoted to 2nd Level to Handle escalation.
· In TCS company
Received 3 times Appreciations from the Management for the completing Tasks in the given SLA and
for the customer Satisfaction.
Team leaders and whole team appreciated multiple times for bagging more numbers and staying up on
top.
In Infosys
Received 2 times quarterly award and rewarded in last 6 months for the best performer of the team.
Received many appreciations and certificate from client site for outstanding support and customer
satisfaction.
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