Summary
Overview
Work History
Education
Skills
Timeline
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Niraj SHARMA KATTEL

Marion

Summary

Offering strong organizational skills and quick ability to learn and adapt in dynamic environment. Brings solid understanding of office procedures and proficiency in using computer systems and managing communications. Ready to use and develop skills in administrative support and customer service in Desk Officer role.

Overview

3
3
years of professional experience

Work History

ICT Help Desk Officer

IT Together
09.2024 - 05.2025
  • Demonstrating a strong and practical understanding of ITIL frameworks, company SLAs, and various organizational policies.
  • Used Freshdesk ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Gaining knowledge of Active Directory and related services, including Azure Active Directory to handle user account tasks like On-boarding and Off-boarding user, managing permissions, assigning groups, setting file access rights, and administering Group Policy

Information Technology Support Intern

AI Business Mastery
06.2024 - 08.2024
  • Supported remote employees by addressing VPN connectivity issues and helping them establish secure access to company resources.
  • Demonstrated commitment to continuous learning by staying up-to-date on industry trends, emerging technologies, and best practices within the IT field.
  • Performed regular data backups to protect company information from potential loss or damage due to unforeseen events or system failures.
  • Collaborated with team members to develop and maintain comprehensive documentation for IT procedures and best practices.
  • Resolved network connectivity issues through diligent troubleshooting and root cause analysis efforts.
  • Installed and configured operating systems and applications.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Customer Service Supervisor

Sushi Hiro
08.2022 - 07.2024
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.

Education

Master of Information Technology -

Kaplan Business School

Skills

  • Conflict resolution techniques
  • Document management
  • Microsoft office mastery
  • Time management
  • Problem-solving abilities
  • Computer skills
  • Active listening
  • Effective communication
  • Customer relations

Timeline

ICT Help Desk Officer

IT Together
09.2024 - 05.2025

Information Technology Support Intern

AI Business Mastery
06.2024 - 08.2024

Customer Service Supervisor

Sushi Hiro
08.2022 - 07.2024

Master of Information Technology -

Kaplan Business School

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Niraj SHARMA KATTEL