BARUN KUMAR E-mail : barun.dmssys@outlook .com Mobile: +971-525692673(UAE)India: +91-9177177407

OBJECTIVE:

To join a dynamic organization with high spirit and burning desire to achieve the set goals in the ideal environment where I can utilize my skills and experience to improve operations, people management and effective transition and can look forward for potential of growth and success carrying with zeal and enthusiasm.

PROFESSIONAL SUMMARY:

Over 5 years of IT experience in windows, software and hardware (Desktop/Laptop/Printer/Tablets/PDA Support). Worked on infrastructure support for one of the biggest reputed MNC in the world. I have a very good exposure on latest software and hardware technologies and devices. I have been in the support role for incident management and System, laptops, desktops support for DELL internal support and Deloitte internal Support, worked as US IT Recruiter for 2 years. Team player, strong team orientation & leadership qualities, hardworking and enthusiastic. Excellent communication, presentation skills, customer oriented attitude and ready to take new challenges.

Key Skills:

Analytical, problem-solving, and troubleshooting ability. Communication (oral and written), customer service and interpersonal skills. Both independent and team worker, as required. MS Office proficiency and tracking-software familiarity. Ability to multi-task and prioritize effectively. Poised and patient when dealing with customers. Troubleshooting proficiency Telephone etiquette Patient and diligent Working knowledge of

Installation and upgrade process of operating systems. Troubleshooting and installation of printers, scanner worked with tablets/mobile devices,

installation and set-up process. Solving issues with PC Security systems. MacAfee, Norton, etc.MS Office proficiency, MS office

suite (including word, Excel, outlook and PowerPoint) MS Outlook. Wired and wireless Internet troubleshooting. ITIL® Foundation Certification in IT Service Management.

Certified

Education & Qualifications:

MBA (Majors: Human Resource Management, project Management)Xavier Institute of Business Management Studies, India.

Bachelor of Commerce (B.COM Computers)Jiwaji University, India.

Intermediate (Majors: Science)Board of Intermediate Education, A.P, India.

10th from central board of secondary educationCentral Board of Secondary Education, India.

WORK EXPERIENCE:

Organization : Deloitte Support Services India Pvt Ltd. Plot No 14 & 15 Deloitte Drive, Road No.2 Hi-tech City Layout, Madhapur Hyderabad – 500 081, INDIA Designation : IT Helpdesk Analyst

Work Experience : APR 2014 to OCT 2014

Organization : Dell International Services India Pvt Ltd. Plot # 42, Hi-tech City Layout Madhapur, Hyderabad - 500081, INDIA Designation : Client Technical Support Associate

Work Experience : APR 2010 to APR 2014

Organization : Sitel India Pvt Ltd. Unit No.2, 2nd Block, Cyber Pearl, Hi-tech City, Madhapur, Hyderabad - 500082, INDIA

Designation : Customer Service Professional

Work Experience : NOV 2009 to APR 2010

Organization : K-Source Software Solutions Pvt Ltd Door # 49-24-29/5, Flat # 201, First Floor, Krishana Complex Madhura Nagar, Shankarmattam road, Visakhapatnam- 530016, INDIA

Designation : Technical Recruiter

Work Experience : OCT 2007 to OCT 2009

CONTRIBUTION/ROLES AND RESPONSIBILITIES:

Deloitte Support Services India Pvt Ltd. 04/2014 to 10/2014Analyst, Helpdesk

Duties, KEY SKILLS AND COMPETENCIES:

Responsible for first level support all users across Deloitte for United States and India employees. Providing support through possible channels, through Incoming calls, Emails, Web forms, Voicemail.Documenting the incident and service requests. Diagnosing and resolving a wide range of technical issues. Develop and improve services to internal clients. Develop end-user documentation.  Assist other team members. Take ownership of a call and seeing it through to closure. Escalating calls and issues where necessary to senior managers & team leaders. Investigating and implementing ways of reducing calls to the Help Desk. Ensuring that all call details are captured and entered in the logging software.Updating support documentation. Answering & responding to all calls & requests within agreed time scales. Keeping customers updated as to progress. Provide troubleshooting and configuration support for client desktop and networking environment.

A good working knowledge of all levels of helpdesk support. Excellent telephone manner and customer service skills. Able to diplomatically manage customer's expectation. Experience of setting up and maintaining hardware and software systems. Ability to work shifts and weekends - occasional overtime. Having the ability to listen to, understand and defuse difficult situations. Experience of working with multi-line help desk systems. Knowledge of all Microsoft office applications and operating systems. Worked on Active Directory for user account issues. Troubleshooting all types of browsers internet explorer, google chrome, Mozilla Firefox. Internet connectivity issues, LAN, WAN.

Used SAP HR, FI AP for authentication process. Worked on all windows OS windows XP, vista, 7, 8, and 8.1.Troubleshooting related windows update, driver update, installation and issues related to that.Taking request for shared mailbox creation, shared drive creation. Handled issues related to PDA activation for IPhone, Android, windows, blackberry, and Air cards. Mobile Application support for firm application and set-up email on mobile devices. Outlook related issues, OST, PST, adding contacts, setting-up distribution list.MS Office applications installations, updates, issues related office suite like MS office professional 2010. Lync related issues, installation, activation adding contacts, Lync meetings. Creating WebEx meeting and using Verizon conferencing. Creating request for Shared drive creation, permissions, storage, etc. Taking desktop sharing to resolve issues like VPN connectivity and software installation, Deloittenet issues for different process applications, related to Tax, Finance, AERS, SharePoint applications. Escalating the issues to the right department identify the priority based on the issues.Internal user laptop and assets regards in regards to lease end date upgrades, exchange.

Dell International Services India PVT LTD. 04/2010 to 04/2014Client Technical Support Associate

Providing technical support over the phone to US and Canadian customers. Handling incoming calls via the phone on promptly and effectively. Diagnosing and resolving a wide range of technical issues over the phone. Take ownership of a call and seeing it through to closure. Escalating calls and issues where necessary to senior managers & team leaders. Investigating and implementing ways of reducing repeating of complex issues. Ensuring that all call details are captured and entered in the logging software. Updating support documentation. Answering, responding to all calls, requests within agreed time scales. Keeping customers updated with the progress of the issue. Provide troubleshooting and configuration support for customers desktop, laptop computers, printers, scanners, tablets with windows 8, RT and android. Resolving networking issues with wired and wireless Internet. Giving appropriate feedback as per the scrub. Mentoring new joiners.

Sitel India Pvt Ltd. 11/2009 to 04/2010Customer Service Professional

Inbound technical support for Dell consumer laptops, warranty support, handing initial hardware and software issues providing resolution with in the warranty limited, up-selling and advising for warranty upgrade and software solutions.ms-office, driver installations, data back-up, recovery console, running diagnostics tests, finalizing repair service call for the customer, taking ownership to follow-up the case on priority to give issue resolution, focusing on customer satisfaction.

K-Source SOFTWARE SOLUTIONS Pvt Ltd/K-Source INC. 10/2007 to 10/2009Technical Recruiter

K-source is an E-Business consulting company with more than 150 consultants and clients all over United States of America. Based out of Frisco, Texas, USA. Focused in the placement of Software Engineers. Administrators, Network/System/ Security Engineers, Web Developers, Quality Assurance/Test Engineers, Technical Program/Product/Project Managers, Development Managers, and Business Analysts. Possess strong technical/business acumen and understanding of technical requirements; deep sourcing skills and experience sourcing passive candidates; excellent candidate assessment skills. Possess excellent knowledge of recruiting and hiring processes including sourcing, interviewing, reference checking, tracking, salary negotiations, and closing. Successfully screened candidates based on skill and availability and have an excellent understanding on handing the job portals like Monster, Dice, Naukri, Nextjob.us, bench folks, Corp-Corp etc.

ACHIVEMENTS:

Awarded for the promising efforts given to achieving the excellent expectation and maintaining the standards.

Have taken special initiatives like taking escalation calls. And De-escalated the calls and providing the correct resolutions to customers.

Have a part of case management team. A self-initiative to correct the floor hygiene and increase correct case documentation

Have been a Club 90 Award member for four consecutive quarters. Meeting and excelling the targeted numbers. Always been in the top 10 performers list.

Handled all kind of customers with various issues.

STRENGTHS:

Presentation Skills Reporting on time(internal & clients) Driving initiatives within the team or otherwise Data Analysis A flair for learning New Technology. Self-confident & able to change according the required atmosphere. Ability to handle Challenging tasks Good communication skills and ability to explain proper perception of concept. A proportional combination of Devotion, Dedication and Determination. Good Analytical Skills. Energetic and Quick Learner. Responsible, Creative & Optimistic

PERSONAL PROFILE:

Name : Barun Kumar

Father’s Name : Dharmender Kumar

Date of Birth : 27/09/1988

Gender : Male

Nationality : Indian

Passport No. : L9549467

Marital Status : Married

Languages Known : English, Hindi, Urdu, Telugu and Bhojpuri.

Interests : Swimming, listening to instrumental music.

I declare that all the information stated above is true to the best of my knowledge.

Date:

Place: Dubai.

(BARUN KUMAR)