mayank_khandelwal1_resume

Mayank Khandelwal Male, Single, DOB: December 28, 1993Contact Details: +91-7387726578 (M)Email: [email protected] Address: Pune, Maharashtra, India

Objective

To be associated with a progressive organization that provides an opportunity to apply my knowledge and skills in order to keep abreast with latest trends and technologies.

Work Experience

MphasiS India, Pune [Technical Support Analyst August 2015 to Present Date]

Joined MphasiS as Technical Support Analyst in August 2015

Technical Support Analyst [Chat] (May 2016 to Present Date)

Helping clients with their technical issues by resolving them by giving effective solutions on Chat and Emails

Analyst Role:

Providing assistance on issues like:

1) Outlook: includes error messages, PST Folders

2) Microsoft Office Applications: includes error message in excel, word, lync, infopath, repairing of applications 3) Remote PC: issues when trying to connect to HVD, RDC

4) General Technical Issues

5) CorpMobility: issues with the app that is used by client when working with their cell phones

6) Network Drives: issues when trying to save files in network drive, mapping/un-mapping of the drives

7) Network/Local Printers: issues when trying to print, mapping/un-mapping of printers

8) Webex: A tool used by clients for meeting purpose

9) Helped clients in placing the request for particular software, voicemail, hardware equipment, phone equipment that are required

10) Helped clients with process based applications like TSYS, AS400, TSO, BOSS and Merlin Teller

With assistance, create tickets for clients for their tracking purpose of their issues if it’s been escalated to L2 Team

Technical Support Analyst [Voice Process (Inbound Calls)] (August 2015 to April 2016)

Helping clients with their technical issues by resolving them by giving effective solutions

Analyst Role:

Providing assistance on issues like:

1) Outlook: includes error messages, PST Folders

2) Microsoft Office Applications: includes error message in excel, word, lync, infopath, repairing of applications

3) VPN: issues that are facing by clients when working from home using VPN Connection, certificates

4) Remote PC: issues when trying to connect to HVD, RDC

5) General Technical Issues

6) CorpMobility: issues with the app that is used by client when working with their cell phones

7) Network Drives: issues when trying to save files in network drive, mapping/un-mapping of the drives

Resume of Mayank Khandelwal


8) Network/Local Printers: issues when trying to print, mapping/un-mapping of printers

9) Webex: A tool used by clients for meeting purpose

10) Password: issues that are related to account/passwords 11) Helped clients in placing the request for particular software, voicemail, hardware equipments, phone equipments that are required

With assistance, create tickets for clients for their tracking purpose of their issues if it’s been escalated to L2 Team

Maintaining the grades:

Put complete efforts to be on the top of CSI which is a survey sent to client after every call

Maintain basic parameters like RES RATE and AHT while taking the calls along with maintaining call quality by being assertive on the call with keeping the sympathy and empathy with customers on the call.

Maintain basic parameters like RES RATE and Client Satisfaction while taking the chats along with maintaining professionalism by being assertive on the chat with keeping the sympathy and empathy with customers on the chatDiscipline:Strictly adhere with roster avoiding unnecessary leaves.

Adhere with the breaks by avoiding exceeded breaks

Achievements:

Five times appreciated by Client

IT Skill Sets

Programming Language : C, C++, core JavaWeb Based Technology : Java, PHPScripting / Markup Languages : HTML, HTML5, CSS, JavaScriptOperating Systems : Windows XP/ 7/ 8/ 10DBMS / RDBMS : My SQL, Oracle

Academic Record

Course Year Institute Board/University

Bachelor in Technology

2015 ITM University ITM University

Higher Secondary 2011 AMI Shishu Mandir, Gwalior MP

M.P. Board



Areas of Expertise

Web Programming using PHPDatabase Designing and Programming in MySQL, OracleSoftware Programming using C, C++ Microsoft Office Word, Microsoft Office Power Point, Microsoft Excel

Projects

eLearning Resource LocatorPlatform: PHP

GUI Tools for exploring DataBasePlatform: Java

Achievement and Certification

Certification Course on PHP from eBiz, Gwalior, Madhya Pradesh

Industrial Training

Industrial Training at Prasar Bharti, All India Radio Gwalior, Madhya Pradesh

DECLARATION: - I do hereby declare that the above information is true to the best of my knowledge.


mayank_khandelwal1_resume

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