Kapture, Zendesk, Manage Engine, Suremdm, Acefone, Office0365, G-Suit
Abhishek Kumar Suman
IT Technical Support / Specialist
Dhanbad,JH
Summary
Dynamic IT Specialist with over 13 months of hands-on experience delivering exceptional technical support and managing IT operations. Proven ability to address a wide range of user technical issues while effectively aligning end-user needs with sustainable solutions for complex IT challenges. Seeking to contribute expertise in a professional, fast-paced environment that fosters career advancement and innovation. Committed to enhancing user satisfaction through proactive problem-solving and a customer-centric approach.
Overview
10
10
years of professional experience
1
1
Certification
2
2
Languages
Work History
IT Helpdesk Specialist
Chaitanya India Fin Credit Pvt. Ltd
06.2022 - 11.2025
- Enthusiastically responded to an average of 25+ incoming calls daily in the AceFone applications, providing excellent customer support, and effectively resolving customer issues.
- Delivered high-quality technical support at the hardware and network level, including Windows 10 and 11, MS Office, WPS, printer, scanner, projector, biometric device, desktop, laptop, wireless network, WAN, and LAN connectivity, routers, firewalls, managing user group policy, backup and restore, storage, and security.
- Analyzed customer financial data to identify trends and support decision-making processes.
- Performed regular system documentation maintenance in the ticketing system.
- Developed and implemented an efficient ticketing tools system (Zendesk, Kapture) to monitor incoming service desk tickets, track incidents, and troubleshoot issues.
- Provide the user with information on available upgrades, and troubleshoot computer-related problems.
- Diagnosed and resolved a range of software, hardware, and connectivity issues, while delivering technical training on hardware and software to end users.
- Delivered comprehensive IT support relating to technical issues involving a variety of applications and operating systems to over 2,500 staff members, including senior management.
- Provided basic remote access solution implementation and support, including VPN, Surumdm, and Manage Engine Remote Desktop Services.
- Keeping records up to date in Google Sheets.
- Resolve technical issues in a timely manner, using available resources within the company.
- Arrange and maintain the backup of IT assets within the region.
- IT Asset Vendor Management.
- Perform routine maintenance and inspection of asset condition and networks condition.
- Check for new requirements of IT assets from all other departments.
- Update all IT infrastructure-related tracking sheets.
IT Trainer
Marg Ltd
02.2020 - 01.2021
IT Helpdesk Attendant Trainer
Ashpra Skill Pvt. Ltd
09.2018 - 08.2019
FTCP Domain Trainer
Quess corp Ltd
04.2016 - 08.2018
Education
V.B.U.
Hazaribagh01.2012
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J.A.C.
01.2008
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J.A.C.
01.2006
Skills
Skilled in hardware setup and repair
Certification
DIPLOMA IN COMPUTER HARDWARE & NETWORKING (A+ & N+) Certified.
DISCLAIMER
I hereby declare that all the above information given by me is correct to the best of my knowledge.
Software
Timeline
IT Helpdesk Specialist
Chaitanya India Fin Credit Pvt. Ltd
06.2022 - 11.2025
IT Trainer
Marg Ltd
02.2020 - 01.2021
IT Helpdesk Attendant Trainer
Ashpra Skill Pvt. Ltd
09.2018 - 08.2019
FTCP Domain Trainer
Quess corp Ltd
04.2016 - 08.2018
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J.A.C.
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J.A.C.
V.B.U.