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Manoj kumar Rama | Elance
 
176985602337900
Last Sign-in: Nov 15, 2012

Manoj kumar Rama

Technical Support Helpdesk Agent
   India
  |   secunderabad, andhrapradesh
  |  4:26 am Local Time

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Manoj kumar Rama's identity has been verified.  Learn More

Overview

Minimum Hourly Rate $11

•4.8 years of experience in Installation and Troubleshooting of Operating System (Windows XP, 7, Vista, etc.,), Laptop/Desktop.
•Installation and troubleshooting of Software/Business applications like MS-Office (Word, Excel, PowerPoint, Visio, Project, Access & Outlook), other applications like Share point, Lotus notes, Active Directory, Messaging products like Blackberry, I-phones, Androids & I-Pads etc.,
•Troubleshooting of LAN/MAN/WAN, MODEMS/HUBS/Switches/Routers & all other Hardware devices like printers etc.,
•Assembly and Setting...

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Portfolio

• 4.8 years of experience in Installation and Troubleshooting of Operating System...
https://www.facebook.com/manoj.rama.794

Skills (9)

Tested
Computer Skills
Technical support
IT-Helpdesk
Service desk consulting
ISP & Broadband Support
Android mobile support
System Engineer
ISP & Broadband Support
Helpdesk
Help Desk Certification
My Score
avg

Service Description

Providing Technical Support & customer service on company-supported computer applications and platforms. The primary purpose is to diagnose, troubleshoot and resolve incidents or service requests reported by the client (via call, email, chat or through web portal).

Main job Tasks & Responsibilities

• Respond to requests for technical assistance
• Research reported incidents using available information resources
• Appropriate use of tools (Remote takeover, knowledge base, ticketing tool, communications tools)
• Diagnose and resolve technical hardware and software issues
• Log all service desk contacts within the incident management tool
• Document all troubleshooting steps and resolutions activities within the incident management tool
• Follow standard helpdesk procedures
• Assign non-resolved incidents or service requests to the appropriate team
• Proper assignment of tickets (ticket coding and ‘assign to’ groups)
• Ticket Follow-Up: Daily monitoring and action of individual queues
• Identify and escalate incidents requiring urgent attention and action
• Stay current with system information, changes and updates
• Adherence to schedule / compliance for attendance
KEY COMPETENCIES:

• Oral and written Communication skills
• Customer service orientation
• Problem analysis and problem-solving
• Learning skills
• Multi tasking, coordination skills and Team player
• Ability to work in a pressurized environment and able to deliver against a tight...

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Employment

JP Morgan Chase & Co
Technical Support-Helpdesk Agent
2010 - 2012
• Respond to requests for technical assistance • Research reported incidents using available information resources • Appropriate use of tools (Remote takeover, knowledge base, ticketing tool,...

Education

UICT
PGDCA
2004 - 2005

Keywords

Installation
Configuration
Trobleshooting
messaging support
product support
telephony support
Helpdesk agent
service desk consultant
IT - Helpdesk
technical support.
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Identity
Username
manojrama
Type
Individual
Member Since
October 2012
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Manoj kumar Rama | Elance

Manoj kumar Rama