Rahul Singh, L2 Technical Support (Desktop Support)

About

I hold 6+ years of experience in the field of IT technical support analyst. I work in Remote desktop team in Optum. The role involves working on tickets escalated by level 1 (Service Desk) team. Troubleshooting network related issues. Deploying softwares on company computers, maintaining the computers by pushing updates.

Experience

Optum Global Solutions

Aug 2019 – Present

Hyderabad

L2 Technical Support Analyst (Desktop Support)

 Remote Desktop Support (L2): Working offline on tickets escalated by Service Desk. Providing resolution to the users by troubleshooting and making occasional outbound call when required.  Trainer: Achieved the goal of upskilling myself by training the entire team when Optum acquired Avella and Genoa in 2020 and 2021 respectively.  Voice, Chat (B2B, L1): Troubleshooting MS office, Printer, Network/VPN, and other Business application issues along with password reset queries for one of the leading US Healthcare companies.

Tech Mahindra

Oct 2017 – Jul 2019

Hyderabad

Senior Tech support Associate

 Voice (both L1 and L2), Chat (L1) (B2C): Troubleshooting Internet issues along with email issues for Australian ISP Telstra.  Achieved the goal of becoming a multi-skilled employee by working in 3 divisions as per client’s requirement utilizing my experience and versatility.

Unisys

May 2016 – Sep 2017

Hyderabad

Service Support representative (SSR2)

 Voice, Chat (B2B, L1): Troubleshooting MS office, Printer, Network/ VPN, and other Business application issues along with password reset queries for the American Bank holding company Capital One.  Got promoted from SSR 4 to SSR 2 within one year of joining the organization because of consistently good performance.

Education

Osmania University

Jun 2013 – Apr 2016

B.Sc , Computer Science

Rahul Singh

L2 Technical Support (Desktop Support)

Skills

Languages