Abhishek Madana
Hyderabad
Summary
Experienced Technical Support Representative with strong background in resolving complex technical issues, enhancing operational efficiency, and optimizing customer satisfaction. Exhibit adeptness in software troubleshooting, network configuration, and IT service management protocols. Demonstrated ability to guide clients through step-by-step solutions while maintaining high engagement levels. Proven capacity for proactive problem-solving, critical thinking, and strategic planning contributes to improved business productivity.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Consultant
Ernst & Young
07.2021 - Current
- Assisted customers with hardware inquiries and troubleshooting issues.
- Provided product recommendations based on customer needs and preferences.
- Managed warranty claims and coordinated service repairs for hardware products.
- Educated customers on proper usage and maintenance of hardware devices.
- Collaborated with technical teams to resolve complex product issues efficiently.
- Trained new staff on customer service protocols and hardware knowledge.
Content Analyst
ServiceNow
08.2020 - 06.2021
- Provided technical assistance to customers via phone and email.
- Diagnosed hardware and software issues for diverse client systems.
- Documented support interactions in ticketing system for tracking purposes.
- Collaborated with engineering teams to refine product functionality based on feedback.
- Developed user guides and FAQs for common technical problems.
- Managed escalation of complex technical issues to senior staff as needed.
Learning Delivery Specialist
Deloitte Consulting
07.2019 - 05.2020
- Responsible for pulling monthly SAP reports of new hires across Tax vertical and managing the existing employee database for planning learning activities.
- Dealing with various stakeholders during management of events.
- Coordinating trainings on several high-visibility programs with over 400 individuals.
- Assisting in change management initiatives such as moving the trainings from Live to Virtual based during the pandemic.
- Preparing various reports and dashboards on Excel.
- SABA LMS administration.
- Using Salesforce tool for rolling out questionnaires on trainings for feedback.
- Assigning Learning credits to attendees post training.
Client Technical Support – Associate
Dell International Services Pvt Ltd.
09.2015 - 04.2016
- Solving clients’ queries and providing support on their subscriptions.
- Pulling up data on team metrics and performances on a weekly basis and sharing with leaders.
- Managing call volume data via internal tools and assigning to resources.
- Buddy up with new hires to familiarize them with the process.
Tax Consultant
Deloitte Tax Services India Pvt Ltd.
06.2014 - 07.2015
- Preparing of and renewals of on-site assignment documents such as residence, work permits, social security and Limosa.
- Scheduling bi-weekly meetings with the Belgian partners and providing updates on the workload.
- Providing access to clients’ data to concerned verticals to file tax returns.
- Archiving communication of clients and expats in DB.
Education
PGDM - HR & Marketing
Xavier Institute of Management And Entrepreneurship
Bangalore04-2018
Bachelor of Commerce (Hons) -
St. Joseph’s Degree & P.G College
Hyderabad04-2014
Skills
- Customer relationship management
- Stakeholder engagement
- Project coordination
- Problem solving
- Effective communication
- Attention to detail
- Training facilitation
- Team collaboration
- Power BI dashboards
Certification
- Certified CSAM - IAITAM
Accomplishments
- Secured 2nd in 'The Boardroom Challenge' by BLOC in south India finals, 2018
- 4th position in Blitterati event held at IIM – B, Eximius fest, 2016
- Secured 2nd in the Human Resources Event held in IBS-B Tarkash Management fest, 2017
- Selected for winter program at Guangdong University of Foreign Studies, China, 2016
- Won 'Chat Riser' award amongst 200 interns while interning with Amazon, 2013
- Winner of ESPN Sports quiz at School
- Client extraordinaire awards from North American clients
Timeline
Senior Consultant
Ernst & Young
07.2021 - Current
Content Analyst
ServiceNow
08.2020 - 06.2021
Learning Delivery Specialist
Deloitte Consulting
07.2019 - 05.2020
Client Technical Support – Associate
Dell International Services Pvt Ltd.
09.2015 - 04.2016
Tax Consultant
Deloitte Tax Services India Pvt Ltd.
06.2014 - 07.2015
PGDM - HR & Marketing
Xavier Institute of Management And Entrepreneurship
Bachelor of Commerce (Hons) -
St. Joseph’s Degree & P.G College