Bikram kc

bikramkc1@hotmail.com
Contact: (719) 679-2223
Feb 2, 2018
H.R Manager
Maryland Courts
Administrative Office of the Courts,
Judicial Information Systems, Annapolis, MD
Job position applying for: Service Desk Technician
Job Id: 2659
Mdcourts.gov
Professional Summary:
● Excellent in customer service to every customer with greater details in timely fashion.
● Performed responsibilities such as; receiving phone calls, responding to e-mails instant
messages, accounts management.
● Performed the job of receiving and logging of customer problem/request/issues ensuring
● proper documentation while maintain a high-degree of professional
● conduct at all times.
● Handled incident notification and escalations to ensure problems/request /issues are
communicated effectively and receiving proper management attention.
● Performed initial problem identification and attempted to resolve the issues first hand. If
an issue could not be resolved remotely then the ticket
● was escalated to the necessary technicians.
● Worked independently to resolve the client's issues and collaborated when necessary to
get the issue resolved immediately.
● Performed follow ups on all incidents with customers to ensure customer
● satisfaction.
● Assisted with monitoring and tracking of incidents to ensure resolution
● occurs within the customer Service Level Agreement (SLA) and to minimize the amount
of time taken to resolve the customer issues.
● Developed and maintained an understanding of customer Service Level
● Agreements, and how to work in an ITIL based environment.
● Experience working with Service Representative with great attention to detail and
excellent inter-personal skills.
● Performed excellent customer service with focus in achieving the goals and priorities
within the timeframe.
● Perform great customer service which would create value to the business operation
● Responsible for resolving the issues related to software/application functionality.
● Enthusiastic and up-to-date in achieving the goals.
● Reassemble machines after making repairs or replacing parts.
 ● Reinstall software programs or adjust settings on existing software to fix
● machine malfunctions.
● Test new systems to ensure that they are in working order.
● Install and configure new equipment, including operating software or peripheral
equipment.
● Fill machines with toners, inks, or other duplicating fluids.
● Update existing equipment by performing tasks such as installing
● motherboards, hard drives or additional memory.
● Analyze user needs and recommend appropriate hardware.
Maryland Live Casino:
Arundel Mills, Hanover, MD
Position: Slot Attendant
● Provided the excellent customer service in resolving the problems in the slot machine
● Processing the reward cards to the customers
● Maintained and managed the customer accounts in congestion with customer rewards and
credits.
● Calibrating the screen, printer jam, calibrating printer jam,
● Fixed bottom burner, tilt, adjusting the Card reader
● Worked with different kinds of slot machines in maintaining and fixing the game
machines such as; I.G.T game machines, konamibally, J.X.C or Jackpot machine, W.M.S
game
● Performed different jobs in slot machine such as; changing printer paper with different
slot machines.
● Provided excellent customer service such as receiving guests, navigating guests to the
exact slot machine and maintaining their account and orders.
● Trouble-shooting the slot machines whenever there is problem or Jam in the machine or
computer system.
● Whenever guests hit the jackpot, paying the guests with correct amount.
● Taking orders and requests from dispatch in resolving the problems with slot machines or
any ambiguities in the functionalities of the card machines.
● Maintained the customer accounts; whenever customer has any issues with the account
password, I worked on resolving the password related issues.
● Provided customer service by Resetting games, resetting passwords, credit passwords
● Performed accounts troubleshooting and slot machine troubleshooting.
● Triaged the incidents/problems on the basis of priority and the severity of the issues.
● Played vital role within the team in resolving issues.
● Performed the integration of computer application and networking devices with slot
machines.
● Installed and configured the slot machines
● Performed hardware and software configuration.
 ● Performed other functions related to complex integration of network card within the slot
machine.
7- Eleven
Baltimore, MD
Employee Supervisor
● Provided Excellent customer service
● Checked the customer orders
● Provided trainings to the new employees
● Added amounts to the customer credit cards
● Checking orders
● Maintaining orders
● Generated vouchers for the expenses
● Configured the western union application to the machine.
● Checked the orders
● Placed the orders for the products
● Changed and loaded the printer papers into the machines.
● Performed the bills pay activity successfully by loading amount to the customer cards.
Education;
Continued education:
CCBC (Community College of Baltimore County) –
Major; Information Technology
High School: 2009
Major and Graduate in Computer science, Account, English and Business.

Reference:
Name: David Cordish ( who is a manager in Service Desk Technician)
Phone Number: 443-546-5555
Email: davidcordish1@hotmail.com
Address: 10 west bend ct, Baltimore, MD, 21223

Name: Sam Adam ( Technician Supervisor )

Phone Number: 445-456-1234
Email: samdadam2@yahoo.com
Address: 15 Mills Road, Baltimore, MD, 21334

Name: Johnny Lee ( Shift Manager Technician)

Phone Number: 345-123-1234
Email: jonny45@gmail.com
Address: 1234 stoneweather dr, Ellicott City, MD, 21222