Abhilash P
Bengaluru
Summary
Specialized technical specialist with expertise in IT system and application rollouts, from planning to management. Over 6 years of experience in Information Technology support roles within large-scale, distributed environments. Sought after by executives for product use advice based on strategic planning knowledge.
Overview
7
7
years of professional experience
Work History
TECHNICAL SPECIALIST
HCL
Bengaluru
06.2024 - Current
- Created detailed bug reports, helping to quickly identify and resolve software issues.
- Installed, configured, and maintained IT systems and hardware, ensuring optimal performance and reliability.
- Analyzed system requirements and created technical specifications for new software projects, ensuring a successful implementation.
- Responded to support requests from end users, and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
Colleague Support Engineer
VMware/Broadcom
Bengaluru
01.2018 - 06.2024
- Developed a knowledge base of common customer issues and their solutions.
- Investigated and identified the root cause of customer issues, and provided detailed reports to stakeholders.
- Supported the development and testing of new software applications, ensuring a smooth transition to production.
- Search for potential issues in the infrastructure, and resolve them before they become a problem.
- Troubleshooting and resolving VMware environment issues.
- Providing technical support and documenting VMware processes.
- Managing the ticket queue and RTC.
- Documented technical issues and solutions to enable tracking history, and maintain accurate logs.
- Configured hardware, devices, and software to set up workstations for employees.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software, and network issues.
- Installed, configured and maintained computer systems and network connections.
Education
Diploma in IT -
Nettur Technical Training Foundation
Bengaluru07.2017
PUC -
Jyoti Nivas Pre university college
Bengaluru03.2013
SSLC -
S.N . High School
Bengaluru04.2011
Skills
- Conflict Resolution
- Microsoft Outlook
- Project Management
- Self-motivation
- Critical thinking
- Attention to detail
- Active listening
- Communication
- Creativity
- Flexibility and adaptability
- Good time management
- Problem solving
- Adobe Photoshop
- Adaptability
- Time management
- Leadership skills
- Decision making
- Teamwork
- Ability to work in a team
- Computer Skills
- Ability to multitask
- Effective time management
- Microsoft Excel
- Microsoft PowerPoint
- Leadership
- Fast learner
- Ability to work under pressure
- Customer service
- Communication skills
- Microsoft Office
Accomplishments
- Awarded as 'Highest call clearer of the month' consecutively for six months
- Awarded as 'Highest QM management' consecutively for three months
- Awarded as 'Highest Ticket resolver of the month'. Appreciated for creating the highest knowledge article.
- Appreciated for taking interviews, training, and timely mentoring new joiners.
Projects
- Lead 'KB Article' using HTML coding and CSS for backend web to solve known issues of VMware clients.
- Part of Knowhub, an internal knowledge article based on KB article to ensure seamless data management within the team.
- Part of 'Roadmap' Oasis Online IT support tool to assist VMware colleagues and facilitate technology questions.
- Also, Part of Genie, Self Service Portal, Access now and HelpNow support tools which mainly focus on providing timely assistance to colleagues to resolve client issues.
Timeline
TECHNICAL SPECIALIST
HCL
06.2024 - Current
Colleague Support Engineer
VMware/Broadcom
01.2018 - 06.2024
Diploma in IT -
Nettur Technical Training Foundation
PUC -
Jyoti Nivas Pre university college
SSLC -
S.N . High School
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