Rakesh Agarwal

RZD-3, 2nd floor, Lane no 6, Mahavir Enclave, New Delhi-110045

+91 8588800216

Rakesh083@hotmail.com, ratenana@gmail.com

Technical Support Professional

Profile 7 years’ of successful experience in technical support, team management &

Customer Service. Support with recognized strengths in account maintenance,

problem-solving and trouble-shooting, sales staff support, and

planning/implementing proactive procedures and systems to avoid problems in

the first place.

Possess solid computer skills.

Excellent working knowledge using both Software and Hardware issues.

Ability to train, motivates, and supervises customer service and technical

support employees.

A team player, acknowledged as “Total Quality technical Support Professional.”

Knowledge of Windows Active Directory, Dns & Dhcp. Troubleshoot issues

like Account lockout, Dns issues, Password reset.

Knowledge of Windows server environment & can troubleshoot issues(Server

2012R2, 2008R2 & 2003)

Understanding of cloud environments like Amazon, Google apps, Zoho.

Knowledge of Citrix Presentation Server.

Knowledge of Networking.

Knowledge of Office 365 & Exchange.

Synopsis of Achievements Excellent performer over achieving all the metrics quarter on quarter.

Complete team player, also helping & training new hire batches in production.

Self-motivated & focused team member getting awarded with many accolades.

Employment

Hcl Technologies.

Date of joining : Jan 12th 2015 till date.

Profile : User Account Administrator.(L2)

Formal title : Specialist

Project name : LFS

Roles & Responsibilities :

Managing user account across applications running on various

platforms like IBM-AIX, Red Hat Linux, Z OS/RACF, SQL

Administrator, Windows - Active Directory, etc.

*To create and administer LAN accounts of the users

*To create and administer various shared resources e.g.

Distribution Lists, Directories

*To provide permissions to the user as required by them

*To setup the servers as per the customer requirement

*To Standardize the network resources as per the client

requirement

*Ensure that the customer has the appropriate access to the tools

to support the business in an efficient way

*System Administrator for the User Account Maintenance and

Incident Management Systems including general housekeeping

*Create LAN and/or E-mail account for the users and administer

them.

*Grant permissions on various network resources available to

users.

*Creation and administration of Global groups.

*Creation and modification of exchange resources like

Distribution Lists, Shared E-mail account, Shared Calendar and

Conference Rooms.

*Creation of New Directories as per the customer guidelines and

grant permissions on them.

*Setting up servers as per the client standards and granting

permissions on them.

*Creation, modification and deletion of user accounts on AIX

Servers

*Creation, Modification and deletion of user accounts on

Mainframe/RACF

*Creation, Modification and deletion of users accounts on

Oracle/Sql

*Perform development and maintenance of knowledge Base for

the User Account Maintenance Processes.

Concentrix(Ibm Daksha)

Date of joining : March 7th 2014 till December 21st.

Profile : Voice profile (UK Based).

Formal title : Lead Operations.

Process name : QuickBooks.

Roles & Responsibilities:

L2 escalation call backs to small & large business Organization

on escalated issues related to Installation, uninstallation, updates,

application support (Like Payroll, VAT) of QuickBooks on

windows XP, Vista, 7, server 2008 & 2012. Configuring network

requirements of QuickBooks on Windows server. Driving NPS

score for the account. Handling the team in the absence of team

managers, Coaching & mentoring the L1 agents & Giving

feedback to them.

Iyogi Technical Services pvt Ltd.

Date of joining : Dec 11 2011 till Dec 12 2012.

Profile : voice profile (US Based).

Formal title : Technical Support Officer

Process name : CA.

Roles & Responsibilities:

Works on Windows Server 2003, 2008.Troubleshooting,

windows server 2008, 2012, any third party Software issues,

Windows updates, OS installation, (XP, Win7, ), Removing

Viruses and Malwares, Taking care of Network/Internet

connectivity issues (Wi-Fi and Wired Both),

Resolving DNS and DHCP Issues for Small and Medium

Customers. Taking care of Windows Registry Issues. Installing

Patches, Installing of Wired and Wireless Printers of All Brands.

Taking care of MS Office Products (Excel, Word, PPT, DBA,

Outlook etc). Selling Iyogi software subscription to Customers.

Dell international services pvt Ltd.

Date of joining : Nov 3 2009 till Dec 10 2011.

Profile : Service Desk (IT sector)

Formal title : Client technical support associate.

Process name : Hyatt

Roles & Responsibilities:

.Oversees, facilitates, and administers ITIL based service support

and/or technical account management in the coordination of

incident ownership and customer account management on a 24x7

basis. Responsibilities include the management and oversight of

service delivery processes, which include incident management,

problem management, service level management as well as

resource coordination, customer management, dispute and

technical resolution management, and communications at various

levels during services engagements from tactical (incident based)

to strategic (Global Account Management Strategies).Working on

ITIL framework, Taking care of Incident and Request

Management, Working on AD and Exchange Server, Creating

and Removing Users from AD, Adding and Removing users

from Distribution Lists and AD Groups, Taking care of Tickets

created on Remedy, Troubleshooting software issues,

Troubleshooting MS Office products (MS Outlook 2007, 2010

and 2013), Resolving and Repairing PST Files

)

Convergys India Services

Date of joining : Apr 4 2008 till Oct 13 2009.

Profile : voice profile.

Formal title : Sr Customer Care Officer.

Process name :Capital One

Roles & Responsibilities:

Customer Service, taking care of client requirements, handles the

projects like CSAT & FCR. Giving feedback to new members in

the team, handle a team of 10 to 15 members in the absence of

team manager.

vCustomer India services private ltd.

Date of joining : Feb 3rd till Feb 20 2008.

Formal title : Customer care executive

Process name : Fingerhut

Roles & Responsibilities:

Customer Service, taking care of client requirements.

Education: Bcom f rom CCS Un iversi ty.

Professional Qualification

ITIL foundation in Service Management..

MCSA Windows Server 2012.

Personal Details:

Date of Birth : 17th May, 1985

Marital Status : Bachelor

Father's Name : Mr. Murari Lal Agarwal

Language Known : English and Hindi

Gender : Male

Nationality : Indian

Parental Address : Flat no 3/5, Tarushi apartment, 7th extension road, kagalnagar,

Sonary, Jamshedpur, Jharkhand..831001

Declaration

I hereby, declare that all the information mentioned above is true to the best of my knowledge.

Place:

Date: (RAKESH AGARWAL)