YYYYYY X. YYYYYY

 

Dynamic, ambitious, and intelligent Information Technology professional with a track record of providing critical support for the implementation of next-generation technology solutions to support aggressive requirements of high-level business applications.  Superior talent for interpreting customer requirements, delivering high level support and driving system capabilities to maximize business performance and minimize costs.  Expertise in driving infrastructure implementations and upgrades while developing processes for IT services, incident management, and problem resolution.   Core competencies:

 

   Microsoft Certified Technology Specialist

   Network Configuration

   Helpdesk Applications

   Application/Infrastructure Implementations  

   Critical Thinking and Decision Making

   Problem Identification and Resolution 

   Reputation for Excellent Client Service

   Hardware/Software Installation and Support

   Risk Mitigation And Quality Control 

   Computer System Management

   Superior End User Support

   Persuasive and Effective Communicator

  

                                                  

2009 to Present:  Harte-Hanks  - Support Engineer

(Exchange/OCO/SPO Support Engineer II for Microsoft Online Services)

   Perform in-depth processes improvement analysis to identify and implement technical solutions and support tools to enhance productivity levels; effectively manage and resolve system outages, software upgrades and capacity planning; began tenure in a Tier1 role and achieved promotion to Tier2 support.

   Author knowledge base documents and mentor Tier 1 associates; provide assistance on escalated calls and effectively resolve complex issues.

   Coordinate with internal business units, software experts and data source teams in a 24/7 environment;  work in tandem to troubleshoot and resolve MS Exchange server xxxxxx and 2010 functionality issues.

   Apply dynamic resolution and technical expertise to support Office Communications server2007 R2, Live Meeting, Blackberry Enterprise Services (BES), Outlook 2003, 2007 & 2010 and SharePoint applications and performance. 

   Author technical documentation; provide detailed instruction on troubleshooting and resolving known issues; participate in continuing education and training/development opportunities to consistently increase proficiencies.

   Interpret, evaluate and communicate technical information to audiences of all levels.

 

2008:  HCL Technologies Ltd - Technical Support Officer

   Leveraged strong technical expertise and exceptional customer service skills to consistently address, troubleshoot and resolve technical and functionality issues for AT&T broadband customers.

   Maintained high level of success on resolving issues during the first call, significantly decreasing the volume of escalated resolution calls.

 

2007 to 2008:  DELL Inc. - Electro-mechanical Repair Technician

   Evaluated, diagnosed and troubleshot functionality issues on desktops, notebooks and servers; built custom test cases for each PC to ensure proper performance, and consistently ranked #1 for quality, productivity and customer service indicators.

   Planned and executed installation, configuration, and testing of PC hardware, software, LAN and WAN networks.

 

Education / Certifications

 

FET RBS College, Bichpuri Campus, Agra, INDIA - Bachelors Degree, Engineering

MCP 2.0-Support Users and Troubleshooting Desktop Applications on a Microsoft® Windows® XP Operating System

MCDST-Support Users and Troubleshooting a Microsoft® Windows® XP Operating System

Microsoft Certified IT Professional: Enterprise Support Technician

Microsoft Certified Technology Specialist: Windows Vista C Configuration

Microsoft Certified Technology Specialist (MCTS): Office Communications Server 2007, Configuration