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Shashank Kumar
Bachelor of computer science (BCA) Email id: shashankkumar1987@gmail.com Mobile: +91-9650606218, 9716428875 OBJECTIVE: To acquire knowledge, develop communication skills and apply in professional life through dedicated hard work to achieve and maintain a bright career. WORK EXPERIENCE: TOTAL EXPERIENCE: 1.7 years (Approx.)

eVision Infotech Pvt Ltd is leading Services Provider. Company Provide AMC Services to the Government and Others IT/Non IT Companies. Designation: IT Service Desk / Support Engineer Client: Bill Desk India Pvt Ltd (Okhla Phase2) Duration: Since 14 Jan 2013 to Till Date.

As a IT Service Desk Manage 275+ Desktop, Laptop & Printer related Hardware and Software issue with Different Vendors product like HP, Dell and Compaq. Answering Phone Calls, Providing Resolution, Escalating If Necessary And Closing Requests Per The Established SLA. Escalating to Customer / End Users as Appropriate and Escalating to ML Operations Team All mails to be read thoroughly & replied to all the concerned in case of escalation. Obtain Necessary Information from Users to Adequately Describe the Request or Problem Report & Put it in Tacking Tool. Remotely, chat & Voice Support to Remote Located User. Coordinate and Manage Relationships With Vendors That Provide Hardware, Network and Other Support. Maintaining Hardware And Software Inventory And Follow all IT Documentation Process Knowledge and Work Close With Service Desk & Ticketing Software Tools Like Remedy. Install, Configure & maintain, backup & restore e-mail clients (MS Outlook & Outlook express) manually & remotely. Tracking of Mails and Logging Tickets accordingly. Troubleshooting of operating systems (Windows XP,Vista, Windows 7) Troubleshoot & Resolve any client level application. Route Problems To Internal 2nd And 3rd Level IT Support Staff For Further Process

Recording/Tracking Incidents And Complaints and Keeping End Users Informed about the Status/Progress. Escalating Call to the Senior Management Team as Per the Internal Escalation Matrix. Maintaining SLA ,Handling Escalations and Providing RCA Managing User Accounts Creating the Jobs & Batch Jobs according to Clients Requirement Maintaining >90% FCR during the tenure Antivirus security using MacAfee and E-client software diagnosing and rectifying any virus problem using any-virus tools Client level Antivirus and troubleshooting. Installation, configuration and troubleshooting of printers, scanner and peripheral devices maintaining other computer peripheral devices such as printers and solving printing problems if they arise

2:- HCL Infosystem Ltd, At B- 13 & 14 Sector 3, Noida-201301 as a Desktop Support Engineer from 2-Jan-2012 to 27-Dec-2012 (Approx. 11 month.) Project Undertaken: Internal user Support through MIS Department. Roles & Job Responsibility:

Ensuring network connectivity of all servers, workstations, printers and other network appliances. Support remote location connected via VPN. Helpdesk management using Hclite My Pal ticketing system. Call report management of everyday basis. Install, Configure & maintain e-mail clients (MS Outlook & Outlook express) Troubleshooting of operating systems (Windows XP, vista, Windows 7) Troubleshoot & Resolve any client level application. Physical setting up of computers and software system installation for various computer applications and programs Client level Antivirus and troubleshooting Installation, configuration and troubleshooting of printers, scanner and peripheral devices maintaining other computer peripheral devices such as printers and solving printing problems if they arise.

Academic Background:

Bachelor of computer application (BCA Batch 2009) from Integral University, Lucknow with 56.08%.
Diploma in computer application (DCA) 2006 ITI Technical Degree College Bhatpar Rani.

12th Class (Batch 2005) with PCM from UP Board with 62%. 10th Class (Batch 2003) from UP Board with 63 %.


Pursuing in Microsoft certified IT professional (MCITP) 15 Days Advance training on desktop and OS from HCL Career Development Center Hyderabad 45 days training of Networking From NET TECH technology pvt.ltd

Technical Skill:

Knowledge of Desktop / Network Hardware Components Installation, Up gradation and Troubleshooting. Work on Experience of Windows XP & Windows 7/ 8 Installation, Customization and Troubleshooting in Different Vendors Product (Desktop / Laptop. Installation & configuration of LAN Network in Windows Environment (Win XP, VISTA and Win7 Etc.) Fault finding & trouble shooting of Monitor, SMPS, and Mother Board. Installation of various software, Application and Utilities. Cabling & crimping for systems, hubs, switches & routers Network devices- Repeater, Hub, and Switches & Routers etc.

Personal Details:

Date of Birth
Passport number PAN Marital Status Fathers Name Occupation Occupation Permanent Address Current address Hobbies

15-Dec-1987 J0152695 (Date of Issue : 12-04-2010,Date of expiry : 11-04-2020) AYHPK7269G Single Umesh Kumar Ex-Army man from Indian Army Housewife Villa + Post:-Nonapar, District :- Deoria, State :- Uttar Pradesh - 274701 H-A39/4, A block, Gali no- 6,East Vinod Nagar ,New Delhi-110091 Learning about Technological advancements, Reading magazines related to Computers &Automobiles, Gaming on PC.


I hereby declare that the above information provided is true to the best of my knowledge. If given an opportunity to work in your esteemed organization, I shall be glad and work sincerely to the entire satisfaction of my superiors
Date: ___________

Place: Delhi

Shashank Kumar