Abhilash Kharwal
Summary
Dedicated and customer-focused technical support professional with 6 years of experience in providing top-tier technical assistance. Seeking to leverage my expertise in troubleshooting, problem-solving, and communication skills to contribute to the success of IBM INDIA PVT. LTD. as a Technical Specialist General Professional.
Overview
7
7
years of professional experience
1
1
Certification
Work History
SME (Technical Specialist)
IBM India Pvt. Ltd
07.2020 - Current
- Proficient in diagnosing and troubleshooting hardware, software, and network problems.
- Handling team, managing breaks, Guiding team with their day to day issues.
- Pulling out reports from Five9, ServiceNOW, Avaya tools.
- Good communication skills, both verbal and written, with the ability to convey complex technical information to non-technical user s.
- Skilled in documenting support interactions, creating knowledge base articles, and training junior support staff.
- Strong dedication to providing exceptional customer service and a proven ability to exceed performance metrics.
- Managed user accounts and permissions in Active Directory, ensuring data security and access control.
- Collaborated with IT team members to implement network improvements, resulting in enhanced connectivity and reduced downtime.
Team Lead (Deskside Support)
Net Connect Pvt. Ltd
08.2019 - 07.2020
Support Engineer/ SME Windows 10
IMSI India Pvt. Ltd
10.2017 - 08.2019
Desktop Support Engineer
Future Focus Pvt. Ltd
04.2016 - 09.2017
Education
MCA -
Jaipur National University
2018
Skills
- Technical Troubleshooting
- Customer Service
- Hardware and Software Support
- Network Configuration
- Remote Desktop Support
- Ticketing Systems (eg, Five9, ServiceNow, Avaya)
- Problem Resolution
- Documentation and Reporting
- Active Directory Management
- Knowledge Base Development
- Good Knowledge on MS-Excel, Word, Powerpoint
- Team Mentoring
- Team Goals
- Call Volume Analysis
- Live Sessions
- Customer Satisfaction
- SOP Adherence
- Staff Support
- Team Meetings
- Training Initiatives
- Supervising Team
- Providing Feedback
Certification
- RedHat Certified System Administrator in March 2019.
- HCSE (HCL CERTIFIED SOFTWARE ENGINEER) from HCL CDC Learning Division Mohali Punjab in 2013.
Timeline
SME (Technical Specialist)
IBM India Pvt. Ltd
07.2020 - Current
Team Lead (Deskside Support)
Net Connect Pvt. Ltd
08.2019 - 07.2020
Support Engineer/ SME Windows 10
IMSI India Pvt. Ltd
10.2017 - 08.2019
Desktop Support Engineer
Future Focus Pvt. Ltd
04.2016 - 09.2017
MCA -
Jaipur National University
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