Mohit Kumar
Belmont,NSW
Summary
Proactive Helpdesk Support Engineer with extensive experience in remote support, desktop troubleshooting, and ticket management. Improved team performance and customer satisfaction through effective issue resolution and knowledge sharing. Adept at increasing first call resolution rates and reducing downtime, bringing strong technical expertise and collaborative skills to drive productivity.
Overview
6
6
years of professional experience
Work History
Helpdesk Support Engineer
DB Schenker
2022.04 - 2023.11
- Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
- Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
- Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
- Boosted end-user productivity through effective remote assistance using various tools such as TeamViewer, Remote Desktop, and VPN connections.
Technical Support Representative
Secure Tech Support
2019.01 - 2021.11
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Intern
Techstreet Solution
2017.10 - 2018.04
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Education
Bachelor of Science - Computer Science Engineering
Deenbandhu Chhotu Ram University
Haryana05.2018
Skills
- Remote Support
- Desktop troubleshooting
- Ticket management
- Software Installation
- Hardware and Software Repair
- Application support
- Troubleshooting skills
- User Support
Playing Cricket
I am playing cricket from my childhood. I am a good batsmen and part-time pacer bowler as well. I played winter season in Sydney.
Languages
Hindi
Full Professional
English
Full Professional
Timeline
Helpdesk Support Engineer
DB Schenker
2022.04 - 2023.11
Technical Support Representative
Secure Tech Support
2019.01 - 2021.11
Intern
Techstreet Solution
2017.10 - 2018.04
Bachelor of Science - Computer Science Engineering
Deenbandhu Chhotu Ram University
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