Amandeep Singh Ranu

Support Advisor @ Sky

About

As a tech-savvy and highly motivated IT professional based in Hayes, London, UK, with a CompTIA A+ certification (Version 2024) and a robust technical background. Technical Expertise: I have practical experience in applying ITIL principles, along with a solid understanding of Microsoft Active Directory concepts and administration, PowerShell scripting, Microsoft 365 services, Windows 7 & 10, Server 2019 & 2022, and Linux environments. I am also proficient in Apple and macOS devices. Passion for Technical Support: I am a technocrat with a passion for excellent technical support. I am a self-motivated and proactive problem-solver who takes ownership, excels at communication, and asks key questions to diagnose issues swiftly and tailor support effectively. Previous Experience: In my previous role at Rackspace as a Storage Area Networks (SAN) Storage Administrator, I leveraged my expertise in Dell EMC storage arrays (VMAX, VNX, PowerMAX, NetApp, and UNITY) to efficiently provision storage and troubleshoot issues. I played a pivotal role in managing and allocating Rackspace storage array solutions within dynamic deadlines, meeting client contracts, and expectations. Additional Experience: As a Technical Support Administrator at Wipro Technologies, I streamlined service requests for Dell Data Protection Advisor (DPA) software within ServiceNow, consistently achieving KPIs and Service Level Agreements (SLAs) through efficient issue resolution. My ability to diagnose and resolve complex technical problems with DPA software played a key role in this success. Furthermore, my earlier experience as a Technical Support equipped me with a strong foundation in user support, network , desktop deployment, and managing Active Directory, DNS, and DHCP. As a versatile and experienced professional, I gained an extensive experience in customer service working as a contact center agent in KidZania London, while completing my master's degree in Networking and Data Communications with merit in October 2023 from Kingston University London. Excelling in communication, teamwork, and problem-solving, this experience has further strengthened my customer-centric approach. While working alongside my team, I had the opportunity to effectively bridge the gap to the IT team despite their physical separation, helping my teammates with basic troubleshooting of VoIP handset functionality and associated softphone applications on user workstations, as well as addressing performance issues like system sluggishness and unresponsive applications.

Country

United Kingdom

City

London Area

Industry

Information Technology & Services

Skill

Technical Support, Active Directory, CompTIA, Documentation, Problem Solving, Brocade Fibre Switches, EMC Products, DELL EMC, Linux, Windows 10, Service Desk, Ticketing Systems, Customer Service, Contact Centers, Communication, Customer Relationship Management (CRM), Contact Center Operations, Virtual Server, Server Management, Microsoft Azure

Experience

Support Advisor

Sky

2024-4 - Present · 2 yrs 6 mos

Greater London

• First point of contact for customers calling in with technical problems. Troubleshooting a range of issues related to broadband, landline, and TV services. • Beyond tech support, we handle general customer service inquiries, such as billing questions, account updates, and general product information and identify sales opportunities and process new orders for services or upgrades based on customer needs. • Primary goal is to provide accurate and efficient solutions, whether it's resolving a technical fault or addressing a non-technical account issue, to ensure a positive customer experience.

Part -time Contact Center Advisor

KidZania London

2022-10 - 2024-2 · 1 yr 5 mos

London, England, United Kingdom

• Balanced master's studies with KidZania role, handling calls, emails, and managing bookings efficiently. Successfully managed high-volume inbound calls and emails, providing precise details on KidZania activities, ticket bookings, and inquiries. • Achieved outstanding results in outbound calls, addressing outstanding balances, resolving issues, and facilitating reservations with excellent communication skills. • Utilized Galaxy POS , Google Workspace and Microsoft 365 services for efficient reservation management, ensuring seamless KidZania ticket bookings. • Ensured positive visitor experiences by addressing inquiries and resolving concerns through exceptional customer service. • Coordinated with various departments for seamless communication, ensuring a cohesive experience for KidZania visitors and staff.

SAN Storage Administrator (Storage Area Networks)

Rackspace Technology

2020-6 - 2022-9 · 2 yrs 4 mos

Gurugram, Haryana, India

• Administered Dell EMC SAN and NAS (VMAX, VNX Series, Power Max, NetApp-7 Mode, UNITY) storage arrays following ITIL best practices, collaborating with clients to design and deploy Rackspace Systems while automating storage workflows using Python and Bash scripts to improve efficiency and consistency. • Collaborated with clients to design, build, and deploy high-quality Rackspace Systems according to contracts and exceeding customer expectations, adhering to deadlines in a dynamic work environment, including contracts vetting. • Performed server administration and fabric zoning on Brocade SAN switches and Brocade Network Advisor via CLI and GUI for virtualized servers (Linux/Windows). • Implemented SAN zoning and managed commissioning, replication, decommissioning and SAN remediation, collaborating with cross-team members. • Allocated Fiber Channel ports on SAN switches for Linux and Windows 10/11 servers in virtualized infrastructure using Unisphere. • Proficient in storage provisioning for NAS, DSAN, LSAN, and NPIV environments, including creating aliases, zones, host group, LUNs registration, storage groups, and masking views. • Managed support tickets by updating status and progress, documenting storage configurations, procedures, and SOPs within each ticket for clear tracking and knowledge sharing.

Support Administrator

Wipro

2018-6 - 2020-6 · 2 yrs 1 mo

Greater Hyderabad Area

• Level 1 technical support involving ServiceNow tickets efficiently managed service requests for Dell Data Protection Advisor (DPA) software/tool part of the Dell Protection Suite which simplifies monitoring SLAs, ensuring compliance, assessing performance, and reviewing data and application status which a customer have in his environment. • Effectively managed service requests and streamlined resolution processes within ServiceNow and jira ticketing system, consistently exceeding Service Level Agreements (SLAs). • Resolved issues with report generation, templates, and data accuracy, ensuring unwavering integrity and reliable data insights for informed decision-making. • Collaborated with senior engineers to effectively escalate complex issues after thorough root cause analysis and meticulously detailed documentation. • Supporting Active Directory(GPO, User/Group management), DNS, DHCP, SCCM, guaranteeing smooth integration and top-notch performance for clients including password resets and troubleshooting login problems. Streamlining incident management following ITIL best practices, issue resolution, and service delivery across these domains.

Administrator

Wipro

2016-6 - 2018-5 · 2 yrs

Delhi, India

• Provided first-line IT support for desktops, laptops, and peripherals, including setup, configuration, and troubleshooting of Windows operating systems (Win 7/8). • Assisted clients with network device configuration (routers, modems) and VPN connectivity. • Supported Active Directory, DNS, and DHCP, performing account management, password resets, and login troubleshooting. • Applied ITIL best practices for incident management, prioritising and resolving user issues effectively. • Used ticketing systems to log, track and resolve technical requests