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Gagandeep Singh - Resume 2017
- 1. GagandeepSingh 108, College View, Ballymun, Dublin - 11 M:+353 (0) 852222288 Email: singhgagandeep.1990@gmail.com PROFESSIONAL PROFILE  I hold a Post-Graduation Diploma in Computer Systems Networking and Telecommunications from Griffith College Dublin & seeking work across Information Technology Specialist roles.  Experience of thorough understanding of customer requirements, driven by customer's success with a confident & enthusiastic approach  Troubleshooting, Prioritizing & taking ownership of issues for the customers & escalating critical ones .  Business knowledge over various Industries, with excellent relationship management skills .  Highly trained and experienced IT support professionalwith proven experience in putting expertise to practice, having outstanding communication skills to interact both with clients and company.  Known for being agile, sharp, and able to improvise creative yet professional solutions.  Highly motivated tech-support professionalskilled in troubleshooting,analyzing and resolving complex technical problems, utilizing advanced resolution procedures.  Self-motivated with a high level of initiative and attention to detail. EDUCATION  Post Graduate: Computer Systems Networking from Griffith College Dublin – Sept 2013 – 2015.  Bachelor’s in Computer Science from Chandigarh Engineering College, India - Aug 2009 – June 2012 TOPIC OF DISSERTATION Cryptographic Secured File System. CAREER DEVELOPMENT Voxpro November 2016 – Present Role: Technical support specialist Client: Google Nest Responsibility Description:  Provide first line support to customers for infrastructure and product related requests.  Answer calls and emails in line with client SLA’s and team KPI’s.  Provide support for order management and product pre-sales.
- 2.  Investigate,resolve and / or escalate issues to Tier 2.  Working with internal systemtools.  Contribute to creating and updating a support knowledge base, you will have a passion for learning and knowledge share.  Maintain and support quality and statistical standards at all times.  Working as part of a team, working as a both individual and group targets.  Provide excellent customer technical support striving for first call resolution with each case. HCL Technologies June 2014 – November 2016 Role: Technical Support Adviser Client: EIR Responsibility Description:  ADSL, Fiber Broadband and IPTV support.  First and second level support roles including: Ticket logging, troubleshooting,email security.  Supporting both residential and business customers.  Installing, maintaining, repairing, and testing high speed internet, networking, and VDSL for residential and business clients.  Installing and repairing networking products using computer operating systems.  Analyzing and troubleshooting technical problems Conversing with customers and solving their concerns on service, order requirements and equipment request.  Checking total line quality to ensure smooth networking service.  Working on LAN/WAN/wireless technologies identifying and working with telecom color-coded wires and cables analyzing the Broadband issues and solving remotely.  Educate customers on the use of broadband service.  Managing escalations.  Made sure that the KPI's quality reports, call audit and customer satisfaction surveys scores are met.  Working on CSAT’S and ASAT for team.  Working on Oracle based systems. Inca Info Technologies January 2011_March 2013 Role: IT Support Specialist : Analyzed systemproblems, ran preventive tests,performed troubleshooting,and trained staff as part of preventive measures and resolving complex technical problems, utilizing advanced resolution procedures .
- 3. Responsibility Description:  Performed server updates on a regular basis.  Performed troubleshooting,diagnosing,solving and replacing parts.  Repaired and upgraded old installed systems; configured new systems.  Continuously up-to-date regarding software.  Established solid work interactions with customers and employees alike.  Assembled information and customer feedback to clarify client requirements  Managing escalations  Outstanding communication skills – To interact both with clients and cross-company workers.  Installation of network components.  Configuration and set-up of network h/w and s/w application services.  Network maintenance – scheduling of maintenance procedures.  Administration of security essentials.  Provided business-clients with efficient support – Responded to phone calls, emails, and in-person requests.  Installed software, configured and tested customerPC’s, analyzed functionality of peripheral appendages.  Knowledge of anti-virus / anti-malware programs.  Active Directory user functions. TECHNICAL SKILLS  Working knowledge of computer operating systems.  Skilled in TCP/IP and WAN systems  Skilled in HTML, HTTP and IP.  Skilled in providing efficient and quality service  Knowledgeable in Mac systems to residential and business clients  Working on LAN/WAN/wireless technologies  Expert in identifying sales opportunities for customers and company  Able to operate hand and power tools.  Effective problem solving abilities – for technical issues  ADSL, Fiber Broadband and IPTV support.  Trained in DSL and E-fiber broadband.  Customer interface expertise  Networking components.  Apache server.  Security – firewalls and Security applications. Programming/Web: C, C++, Java, HTML Database SQL Server 2008 Operating Systems: Windows NT/95/98/2000/XP/7/8/10 Tools: Rational Rose, Amp, Active Directory.
- 4. INTERESTS ï‚· New Technologies ï‚· Cloud Computing ï‚· Digital Photography. ï‚· Networking. PERSONAL INFORMATION Date of Birth: 07th November 1990 Reference: Available on request