. Tech.Solution Rep II Voice & NonVoice – English & Hindi Support – August
– Till date. Reporting to Operations Manager – Hewlett Packard HP Multimedia
SDN BHD, Cyberjaya, Malaysia.
• Supporting GMGeneral Motors & AT&T, Asia Pacific Clients India, China, Thailand,
Indonesia, Singapore & Japan
• Assisted in troubleshooting user problems relating to Operating System issues, VPN,
Software installation, Share Drive access, MS Office products and Internet connectivity.
• Resolved technical issues pertaining to any hardware or software related problem.
• Performed upgrades, installation of software and drivers and essential desktop
• Respond to inbound st level Technical related help desk calls.
• Evaluate the nature of each call and determine the appropriate action to complete the call.
• Answer general help desk questions from internal customers, and where appropriate,
escalate to next level.
• Adhere to established procedures and guidelines while providing quality customer service.
• Update and maintain issues in appropriate databases and document cases to show action
• Identify trends and alert management of any unusual conditions using the standard Help
Desk reporting tools.
• Consult with Support team, technical documents and other resources in order to find
solutions to unresolved problems.
• Processing Requests via Email, Telephone, Netmeeting.
• Processing all requests from Clients through Preparing Tickets and forward to L Support
for further action. Supporting India on language basis i.e. Hindi
• Handled helpdesk queries successfully without escalations.