Active Directory
GUNINDER SINGH NARANG
SERVICE DESK ANALYST
IXTAPALUCA
Summary
10+ years experience of IT Service Desk, Sales and Management Professional with a lot of energy and motivation. I have a background in Service Desk, and Technology Sales. I am a goal-oriented person who seeks exciting breakthroughs. I am very ambitious and gravitate towards high-profile assignments that allow me to maximize my talents. I enjoy meeting new people and building on my large network of friends and associates. My most valuable contributions in the workplace include my ability to initiate change, my passion, and my drive toward results. Certification of Service Desk Level 1 & 2 and ITIL 4 Foundations. I have extensive experience in telecommunications, IT, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
11
11
years of professional experience
3
3
Certifications
4
4
Languages
Work History
IT Service Desk Analyst
WIPRO
MEXICO CITY
05.2023 - Current
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Promoted efficiency among departments with prompt resolution of system issues.
- Monitored systems in operation and quickly troubleshot errors.
- Responded promptly to incoming sales leads and requests for technical support.
- Configured hardware and granted system permissions to new employees.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Researched product and issue resolution tactics to address customer concerns.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Assisted in development of system security protocols.
Help Desk Agent
NTT DATA SERVICES
MEXICO CITY
08.2022 - 05.2023
- Serve as the first contact with customers who need technical assistance via the phone or email
- Perform troubleshooting using different diagnostic techniques
- Troubleshoot diagnose, and resolve technical hardware and/or software issues
- Redirect unresolved issues to the next level of support personnel
- Provide needed information on IT products or services
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- Experience in Security Administration of Active Directory, Citrix etc
- Provide feedback on processes and make recommendations on area to improve
- Follow-up with customers
- Coordinate with level 2 and 3 and support staff that provide hardware/ software/ network problem resolution.
Program Manager
CHANNELPLAY LIMITED, (APPLE)
LUDHIANA
07.2016 - 05.2022
- Search the customers, increasing the number of sales as far as possible
- Teamworktoallowthe achievement of objectives
- Telephone service and email management
- Management, supervision and planning of the tasks of performed by the work team
- Drafting of reportsregarding sales volume, number of new clients, results of strategy, etc
- Coordination of department subjects, positioning, advertising, lead generation,etc
- Loyalty and identification of potential customers through campaigns onsocial networks, email marketing, etc
- Compliance with the functions assigned by management
- Coordination of a team of more than 60 people.
Team Leader
RELIANCE RETAIL LIMITED
LUDHIANA
08.2014 - 06.2016
- Coordinationof a team of more than 50people
- Detections and resolution of incidents according to established protocols
- Customer service offering quality service of times
- Management, supervision and planning of the tasks of performed by the work team
- Compliance with the objectives set by management
- Effective management of projects and assigned budgets
- Responding to customer problems/queries.
Brand Sales Manager
SAMSUNG MOBILES
LUDHIANA
02.2012 - 06.2014
- Customer service offering quality service of times
- Supervision of the stocks available in the store through periodic inventories
- Maximizing sales volume and profits with the right tools to achieve goal and KPIs
- Proposal for incentives and monthly individual and sales team and performance checks
- Optimization of procedure and campaigns,increasing sales by 200%
- Classification of potential customers according to different criteria
- Preparation of marketing material, such as photographs and texts for physical and digital media
- Teamworktoallowthe achievement of objectives
- ACCOMPLISHMENTS
- Increaseinsalesby200%withinthe work period
- Various awards for performance like Apple Product Professional
- Optimization of the company’s work system
- Financialrewards for my good job performance
- Elected employee of the month for my good performance.
Education
BACHELOR OF ARTS - HUMANITIES & SOCIAL SCIENCES
MONAD UNIVERSITY
Noida India 07.2011 - 6 2014
DIPLOMA IN COMPUTER APPLICATION - Computer And Information Sciences
RELISHSOFT EDUCATION ACADEMY - LUDHIANA PUNJAB
Ludhiana India 11.2010 - 11 2012
Skills
Desktop support
Technical issues analysis
Mac systems
Software diagnosis
Data recovery
Technical documents comprehension
Issue troubleshooting
Microsoft Office Specialist (MOS) Expert
Account management
Customer service expert
User credential management
Microsoft Outlook
Network diagnostics
Adobe and Adobe Flash
Windows 10
Staff education and training
Technical Support
Complaint resolution
PC component diagnostics
Support scenario generation
Application support
Norton Antivirus software
Business Development
Ticket support system management
TCP/IP
Organization and Time Management
Google Workspace
Active Listening
MS Office
Critical Thinking
Training and Development
Problem-Solving
Teamwork and Collaboration
Flexible and Adaptable
Data Entry
Excellent Communication
SOX, Oxley, Data Privacy, PCI, FDA, ITIL
ITIL best practices
Cultural Awareness
Planning and Coordination
iOS
HTML and XML
Technical Analysis
Hardware and software installation
Advanced SAP knowledge
Operational analysis
Dependable and Responsible
Teambuilding
Multitasking Abilities
Self-Motivated
Attention to Detail
Program installations
System upgrades
Performance Analysis
Hardware knowledge
Infrastructure planning
Decision-Making
Maintenance and Repair
Documentation and reporting
Administrative support
Staff Management
Project Management
Analytical and Critical Thinking
Accomplishments
- Completed intensive training in database fundamentals and software engineering.
- Supervised team of 60 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Endorsements in software development and mobile applications.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Additional Information
PersonnelManagement
• Experience in AD, GPO, DNS
• Sales Planning
• Time Management
• Excellent Communication
• Professionalism and Organization
• Digital Skills
• Direct and Cross Selling
• Achievement of Goals
• Experience in Window and Mac OS
• Promotion Planning Skills
• Experience in Microsoft Office
• Windows Server
• Experience in ITIL 4 methodology
• Customer Support
• Team Coordination
• Ease of Speech
• Decision Making
• Specialist in Sales Strategies
Software
Cerner
Microsoft Share point
Microsoft Office 365
Windows Administrator
Service Now
VPN
Cisco Apps
Certification
ITIL 4 Foundation
Interests
Reading Books
Running
Travelling
Timeline
IT Service Desk Analyst
WIPRO
05.2023 - Current
ITIL 4 Foundation
03-2023
Service Desk Level 1
03-2023
Service Desk Level 2
03-2023
Help Desk Agent
NTT DATA SERVICES
08.2022 - 05.2023
Program Manager
CHANNELPLAY LIMITED, (APPLE)
07.2016 - 05.2022
Team Leader
RELIANCE RETAIL LIMITED
08.2014 - 06.2016
Brand Sales Manager
SAMSUNG MOBILES
02.2012 - 06.2014
BACHELOR OF ARTS - HUMANITIES & SOCIAL SCIENCES
MONAD UNIVERSITY
07.2011 - 6 2014
DIPLOMA IN COMPUTER APPLICATION - Computer And Information Sciences
RELISHSOFT EDUCATION ACADEMY - LUDHIANA PUNJAB
11.2010 - 11 2012