DINESH KUMAR
Halifax
Summary
Experienced with troubleshooting technical issues and providing IT support. Uses effective communication to resolve problems and assist users. Track record of maintaining high user satisfaction and adapting to changing needs.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support
Supertemp
05.2023 - 09.2024
- Provide comprehensive technical support services to Dalhousie staff (Including, faculty, Students and Other staff.) Providing excellent service to customers by promptly evaluating, prioritizing, and responding to their requests
- Ensure immediate and total restoration of services for all systems and services by promptly responding to users' requests (including remote users) when they have an IT related problem - proactively recognize the problem and implement needed solutions
- Troubleshoot remote users' issues by applying remote monitoring and management software
- Provide solution to software, hardware, Printers and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources
- Carry out software upgrade for presently installed software when necessary and with authorization, or request for new software
- Reimage PC And Laptops
- Carry out documentation of resolutions of all incidents so as to be sure correct and detailed descriptions are imputed into the ticketing system
- Ensure a positive support experience for customers; develop a good relationship and trust with company corporate users by exhibiting professional attitude and a welcoming approach to understanding customers' problems
- Identified and delivered computer hardware and software services, including troubleshooting, installation and maintenance
SMU Helpdesk
Saint Mary's
09.2021 - 12.2022
- Provide technical assistance to students, faculty, staff, abbey members, and visitors
- Answer department phones promptly in a professional manner and greet in-person patrons
- Sort and maintain service request tickets
- Troubleshoot hardware and software issues on a variety of computer systems
- Register devices to use the university's network
- Diagnosed and resolved technical hardware and software issues
- Provide password and login assistance for users
- Provide assistance with computers, copiers, podiums, and other resources and devices
- Stock campus printers with paper and toner and troubleshoot issues
- Perform hard drive replacements, software installations, upgrades, and much more
- Other miscellaneous technology-related tasks
Technical Support Specialist
Airtel
03.2019 - 06.2020
- Company Overview: Airtel is a telecommunications company providing IT support
- Provide IT support for all users in a friendly and professional manner via telephone, email and/or in person or remote
- Guided calls using excellent communication skills and decisive approach
- Monitored live chat support queues while providing real-time assistance to clients
- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner
- Maintain updated knowledge of company products and services to better provide customer support and service solutions
- Support and maintain infrastructure including internet, phone, and security systems
- Airtel is a telecommunications company providing IT support
Customer Care Executive
Reliance Jio
12.2017 - 01.2019
- Company Overview: Reliance Jio is a telecommunications company providing customer care services
- Provide top quality technical support, troubleshooting through a Call Queue, Chat, emails, and web tickets
- Work remotely with end-users and technicians, diagnose, and recommend solutions leading to resolution of issues
- Stayed informed about new products, services, promotions, and policies to provide accurate information to customers
- Install, configure, and maintain lab phones and lab system
- Ticket Management and Updating the client in a timely manner
- Reliance Jio is a telecommunications company providing customer care services
Education
Bachelor of Science - Computer Science
Saint Mary's University
Halifax, None01-2023
Skills
- IT support services
- IT support management
- Software updates
- Issue resolution
- Remote system analysis
- Ticket management
- Software installation
- System administration
- IT documentation
- Data backup and recovery
- Troubleshooting and diagnosis
Languages
English
Full Professional
Hindi
Native or Bilingual
Certification
- ITIL Foundation Certificate in IT Service Management – AXELOS Global Best Practice.
Timeline
IT Support
Supertemp
05.2023 - 09.2024
SMU Helpdesk
Saint Mary's
09.2021 - 12.2022
Technical Support Specialist
Airtel
03.2019 - 06.2020
Customer Care Executive
Reliance Jio
12.2017 - 01.2019
Bachelor of Science - Computer Science
Saint Mary's University
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