Naveen Lal has over 10 years of experience in customer service and IT support roles. He is currently a Senior Analyst at Entercoms Solutions Private Ltd in Pune, where he handles a team of seven people and provides support for desktops, laptops and printers. Previously, he worked at Lester Infotech, Sutherland Global Services, and Mphasis providing technical support and troubleshooting for hardware, software and OS issues. He has a BCS degree from North Maharashtra University and technical skills in Windows, Office, networking and remote desktop support tools.

1. Curriculum Vitae
Naveen Lal
Citizen Tower ,Fl no.602 6th flr Sector 18A palm beach road opposite to nerul lake Nerul – (W)
Navi Mumbai - 400706
E-mail: naveenkumar.s@rediffmail.com
To take all the opportunities that will help me to improve my knowledge through that I will contribute my
efforts in organization which enable it to become a leader.
Handling team
Customer service
Segmentation
Scheduling Target
Currently working with ENTERCOMS SOLUTIONS PRIVATE LTD. (frm june 2015 to till date)
Locations : Pune
Designation : Sr.Analyst
Job profile:
 Deal with day to day task assign by client on mail for laptop and desktop troubleshooting.
 Update with service provider and retailer like best buy for parts of system. In DOM’s(dell order
management system).
 Handle all desktops,laptops and printers of dell
 Handle a team of seven people and third party vendor team.
 Remove the parts from dell server for Out of warranty and End of life system.
 Wireless LAN Support and WIRED support.
 Have Minutes Of the Meeting session with client.
 Have system lunching date to set in different regions(EMEA,BRAZIL,AP,JAPAN) to go live.
 Have all possible things to do for client support in milestone tracker.
Worked with Lester Infotech Company (frm 19 Jan 2014 to Sept 2014 )
Location : Navi Mumbai
Designation : Sr.Consultant
Job profile:
 Working for process named Guruaid .
 For all types of Laptops or Desktops with solution on OS like XP,Vista,Win7,8,8.1 .
 Support for antivirus installation (MCAFEE) and configuration with the help of remote connection
tool (Team viewer)
 Escalate unresolved trouble Tickets to higher level support as defined by Client's
operational procedures.
 Utilize all available tools to resolve end-userIncident named GURU software tool.
 For the U.S and CANADA and U.K. clients.
CAREER OBJECTIVE
WORK EXPERIENCE
MAJOR RESPONSIBILITY

2.  All the above sale the Third party software and all the value plans (AMC) to keep systemupdated.
Worked with Sutherland Global Services Company (frm 10 Apr 2012 to 17 Jan 2014 )
Location : Chennai / Mumbai
Designation : Sr.Consultant
Job profile:
 Working for process named DELL DSS.
 Troubleshooting and installation of Windows XP/Vista/Win7,8,8.1 OS.
 Troubleshooting for Hardware components like MB,Daughter Board,HDD,USB.
 Escalate unresolved trouble Tickets to higher Level support as defined by Client's
operational procedures.
 Utilize all available tools to resolve end-userIncident like HFN,and surf.nl,
 For the U.S and CANADA clients.
 Having the Remote access by dell connect and dell2connect for the client to solve the issue.
 All the above will sale the Third party software and all the value plans(199,239,299) to keep the
systemin warranty.
 Outlook configuration/troubleshooting a Exchange/POP/SMTP.
 MS office Installation and configuration.
Worked with Mphasis an HP company (frm 2march2009 to 9Apr2012 )
Location : Pune
Designation : Transition Processing Officer
Job profile:
 Night shift for the US process named Opal.
 Shipment of the notebook for create the service ticket for them.
 Provide the details for the upgrade or any tech related query to them.
 To uninstall and install the program for them through chat.
 Worked for the tech support process named Swift.
 Handling the team for the SLA’s like acting L2.
Queue monitoring, Agent Break schedule monitoring, Track key indicators such as absenteeism / login
hours, exceptions /Adherence.
Technical qualification:-
The tasks include monitoring and troubleshooting server and network related issues.
Have a good knowledge of trouble shooting Windows O.S
 Accessing VM Ware; R-Admin; ILO to work on servers remotely.
 Using SAP Front End; MochaSoft for working with AS400
 Monitoring and tracking trouble Tickets in Service manager.
 Follow up on Incident recognition, research, isolation, resolution, follow-up
steps and operational procedures as defined in the Operational Tasks
 Escalate unresolved trouble Tickets to higher Level support as defined by
Client's operational procedures
 Utilize all available tools to resolve end-user Incident (e.g., check the
knowledge database, use the applications Help function, use the client
Incident / Problem Management System softwarecategories, consult with
other team members before escalating to a Level 2 Support

3.  group and on Call Support to the team 24/7.
Participated in Placement Encoded in 2008 at INC S.B.Road
Operating systems: - Windows 98 / XP/Vista /Win7/ win8/win8.1
Applications: - well versed with MS Office
Certified Course: - Course done in computer language “C” and well versed with internet activity
Certified Dell : - Certified from Dell for complete training for s/w and h/w.
Date of birth: 22nd DEC 1979
Gender: Male
Mobile no: 9892325373
Permanent address: Citizen Tower Flat No.602, 6th floor Sec-18A Nerul (W)
Navi Mumbai-400706
Language known: English, Hindi, Marathi
Hobbies: Playing Cricket, Listening to music, Roaming cities, Internet surfing.
Passport no: F6474208
Degree Board/University Year of Passing CGPA/Percentage
B.C.S North Maharashtra University April 2003 59.18%
H.S.C. Nagpur university FEB.2000 58.17%
S.S.C. CBSE Board March 1998 50.96%
ACADEMIC QUALIFICATIONS
PERSONAL INFORMATION
INFORMATION TECHNOLOGY SKILLS
VOLUNTARY WORK EXPERIENCE