Abhishek M
Summary
Motivated professional experienced in customer service and multitasking. Contributed to organizational growth through strong work ethic, adaptability, and exceptional interpersonal skills. Committed to delivering positive experiences and mastering new challenges independently.
Overview
4
4
years of professional experience
Work History
Regional Technical SPOC
Conserve infotech PVT LTD
11.2024 - Current
- A Regional Technical SPOC (Single Point of Contact) acts as the primary liaison for technical issues, escalations, and coordination across a defined geographic region.
- Act as the first escalation point for complex technical issues that cannot be resolved by local teams.
- Resolved high-priority or region-specific technical problems, coordinating with remote support or engineering teams.
- Ensure timely diagnosis and resolution of system or product issues.
- Coordinate between local support teams, global technical teams, and other internal stakeholders.
- Acted as communication hub for regional outages, updates, and major changes (e.g., MSD tool upgrades), ensuring all stakeholders remained informed.
- Ensure technical knowledge is shared consistently across teams.
- Document and share regional technical learnings, recurring issues, and resolutions.
- Maintained and updated internal knowledge bases, FAQs, and runbooks to facilitate access to critical information across teams.
- Train or mentor local support engineers on new products, tools, or protocols.
- Tracked and reported regional technical performance metrics and service-level adherence to identify trends and support continuous improvement.
- Escalate critical incidents, customer concerns, or systemic issues to appropriate global teams.
- Participate in root cause analysis and continuous improvement initiatives.
- Employed Resolve Tool to track system status and identify technical problems.
- MSD Tool / Lenovo Repair status (Lenovo WEB) systems for customer history and technical records.
Sales Relationship Manager
CREDVENT PVT LTD
03.2024 - 11.2024
- Understanding client needs
- Computer skills and CRM tools
- Customer satisfaction
- Customer relationship management
- Creating and maintaining positive relationships with clients, fulfilling the needs of their customers, and identifying opportunities for new relations and growth.
Associate Engineer (or) IT Support Engineer
Sysnet Global Technology PVT LTD
08.2022 - 03.2023
- HP and Lenovo Warranty Process Review
- Reviewed daily open calls to identify trends and improve service response
- Installation, configuration and provide technical help.
- Managed customer escalations to ensure timely resolution and client satisfaction
- Resolve system malfunctions, and provide technical information and preparing the reports
- Providing Technical Assistance to Remote Support.
- Resolve system malfunctions, and provide technical information and prepare the reports
- Guide users with simple, step-by-step instructions
- Resolved user tickets related to hardware, software, and networking, enhancing overall user experience
- Facilitated communication among engineers for effective scheduling of calls
- Streamlined data management processes using Excel
- Meeting TAT CET team for case management
- Scheduling engineers for TAT meetings
- Keeping EOD plan updated for engineers
- Follow up with clients to ensure their systems are functional
- Preparing Daily, Weekly & Monthly reports
- Direct unresolved issues to the next level of support personnel
- Providing Technical Assistance to Remote Support.
Education
B.E - CSE
Annapoorna Engineering College
SalemHSC -
GBHSS Tiruchengode
TiruchengodeSSLC -
GBHSS Tiruchengode
TiruchengodeSkills
- Oracle SQL
- Core Java
- Python
- HTML
- CSS
- Manual Testing
- Technical troubleshooting
- System diagnosis
- Software configuration
- Monitoring tools usage
- Technical documentation
- Performance metrics analysis
- Process improvement initiatives
- Problem solving
- Problem resolution
- Team collaboration
- Training and mentoring
- Escalation management
- Client relationship management
- Customer satisfaction tracking
- Team building
- Networking
- Leadership
- Organizational skills
- Organization and time management
- Administrative support
- MS Office
- Excel
- Windows XP
- Windows
- Graphic design
- Visual communication
- Organization and time management
Personal Information
- Date of Birth: 02/06/00
- Gender: Male
- Nationality: Indian
- Marital Status: Single
- Religion: Hindu
Languages
- Tamil
- English
- Kannada
Hobbies and Interests
Photos & Video Editing
Disclaimer
I hereby declare that the details above are true and correct to the best of my knowledge and belief.
Father's Name
T. A Manickam
Personal Qualifications
- Quick spin up on changing environment
- Ability to work under pressure and meet deadlines
- Willingness to learn and stay abreast of new technology
- Good team player with a positive attitude
- Good analytical and problem-solving skills
- Self Confidence
- Ability to work with team
Languages
English
Advanced
C1
Tamil
Proficient
C2
Timeline
Regional Technical SPOC
Conserve infotech PVT LTD
11.2024 - Current
Sales Relationship Manager
CREDVENT PVT LTD
03.2024 - 11.2024
Associate Engineer (or) IT Support Engineer
Sysnet Global Technology PVT LTD
08.2022 - 03.2023
B.E - CSE
Annapoorna Engineering College
HSC -
GBHSS Tiruchengode
SSLC -
GBHSS Tiruchengode