Deepak Tiwari
Gwalior
Summary
IT Help Desk Engineer experienced in incident and problem management. Delivered consistent support with 24/7 availability through strong technical knowledge and commitment to resolving IT-related issues. Focused on leveraging skills for professional growth while contributing to organizational success.
Overview
4
4
Certifications
4
4
years of professional experience
Work History
IT Service Engineer
Ericsson India global ltd.
Noida
01.2016 - 01.2020
- Troubleshoot desktop/laptops/server hardware/email clients/yahoo mail/MacAfee and other software related issues, Microsoft products etc.
- Assisted the customers with technical issues, troubleshooting, installation and configuration.
- Assisted customers with technical issues, troubleshooting, installation, and configuration to ensure seamless IT operations.
- Uses troubleshooting techniques and tools to identify technical defects/issues.
- Root cause analysis of incidents.
- Troubleshooting and root cause analysis is part of the roles and responsibilities along with generating reports and coming up with the analysis.
- Verifying the issue and categorization / prioritization of the incident and creating tickets of the issues.
- Documenting all issues and their solution for future ease.
- Configuration and maintaining roll-out provisioning tools.
- Agent and customer account creation on OTRS and providing access.
- Windows 2003 / 2008 server basic support & troubleshooting.
- Provide technical solutions and troubleshooting services on need basis.
- Provided technical solutions and troubleshooting services.
- Inventory and asset management of all IT equipment.
- Keeping a watch on all ongoing major incidents and taking follow up on them with respective teams.
- Monitored ongoing major incidents and followed up with respective teams to facilitate timely resolutions.
- Participated in major incident bridge calls to ensure high-impact incidents received appropriate attention and resolution within SLA, providing accurate updates with established timelines.
- Develop and document technical processes.
- Attending meetings and providing relevant updates to the customer.
- Managing, Coordinating, Monitoring, all IT activities with individual training & implementation.
- Designation: Location SPOC 2020 to till now
- Assisted my team through preparation and delivery of technical presentations and statements of work by matching specific client business requirements with effective technical solutions.
Education
B.Sc - math’s
01-2013
Higher secondary - undefined
01-2008
Matriculation - undefined
01-2002
Skills
Technical support
Certification
TIL® 2011 Edition OSA: Introduction to Incident Management
Interests
Cricket and Reading books
Declaration
I hereby declare that all the information above-mentioned is true to my knowledge and I abide by them all. Deepak Tiwari
Summary of skills
- Reliable as a fully contributing, responsible and accountable member of task/project teams.
- I am a go-getter and an adaptive person, I possess sound quantitative and problem-solving skills.
- Exceptional customer management skills with an innate ability to strike a rapport with people instantly.
- Good people compete to communicate effectively and build long lasting/ mutually beneficial relationships.
- Ability to provide an improved ability for supporting and enhancing information technology.
- Regular improvements to achieve improved service at minimum costs and maintain stability.
Additional information
- Mobile: +91-7507163666
- E-mail: deepak.tiwarii@yahoo.com
- Data of birth: 08 -july-1986
- Sex: male
- Nationality: Indian
Timeline
ITIL® 4 Foundation Certification Training
12-2020
TIL® 2011 Edition OSA: Introduction to Incident Management
07-2017
ITIL® 2011 Edition Foundation: Introduction to Service Operation
07-2016
ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle
06-2016
IT Service Engineer
Ericsson India global ltd.
01.2016 - 01.2020