Abhishek Pal
Delhi
Summary
IT support professional with 8 years of experience in troubleshooting Windows, MacOS, and iOS environments. Proficient in Active Directory, O365 administration, and remote desktop support. Demonstrated ability to resolve technical issues via phone, chat, and email. Developing expertise in Microsoft cloud technologies, including Azure and Entra ID.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Technician
Hatch
06.2022 - Current
- Resolved over 100 monthly Tier 1 and Tier 2 incidents for critical applications, including SAP and MS O365.
- Decreased recurring iPAS TF SAP issues through enhanced team training methods.
- Executed basic tenant management tasks such as password resets and mailbox management.
- Managed user account and device authentication processes in Azure environment.
- Developed troubleshooting guides that cut ticket resolution time by 25%.
- Configured and maintained email accounts and distribution lists for users.
- Provided technical support resolving issues related to mail flow and client connectivity.
Apple Tech Support
Concentrix
01.2021 - 06.2022
- Resolved customer issues via phone, chat, and email with knowledgeable service.
- Troubleshot iSuit MacOS and iOS issues to ensure optimal user experience.
- Managed user accounts and passwords through Active Directory for secure access.
- Provided remote desktop support using Webex to assist users effectively.
- Contributed innovative solutions to improve team performance and outcomes.
- Prioritized tasks efficiently to meet service goals and deadlines.
IT Support Engineer
Teleperformance
11.2017 - 10.2020
- Resolved end-user issues across various platforms to enhance user experience.
- Managed user provisioning and termination processes for improved access control.
- Delivered remote desktop support and troubleshooting for software and hardware issues.
- Diagnosed and resolved network connectivity problems to ensure operational efficiency.
- Assisted users with application installations and configurations to streamline workflows.
Education
Bachelor of Science -
Chhatrapati Sahuji Maharaj University
Kanpur01.2017
Intermediate -
U.P. Board
Varanasi01.2014
High School -
CBSE
Kanpur01.2011
Skills
- Windows, MacOS, and iOS troubleshooting
- Active Directory and Azure AD management
- O365 admin portal management
- Exchange Online and shared mailbox management
- Distribution list management
- Remote desktop support
- Webex and LogMeIn Rescue
- Analytical thinking
- ITIL framework
- Printer troubleshooting
- User account provisioning
- Incident management
- Collaboration with support teams
- Group policy management
- Entra ID and Azure resource management
Certification
- Enterprise Windows Troubleshooting, Udemy, 2023
- 0365 Administration Essentials, Udemy
- ITIL Foundation
Hobbies and Interests
- Web Surfing
- Travelling
- Listening to Music
Languages
- English
- Hindi
Affiliations
Sap S4 Hana deployment support: troubleshooting lead for compatibility issues during migration, maintaining 95% employee productivity
Accomplishments
Honored with the Hatch Global IT Award in the Overall Category in 2024
Timeline
Service Desk Technician
Hatch
06.2022 - Current
Apple Tech Support
Concentrix
01.2021 - 06.2022
IT Support Engineer
Teleperformance
11.2017 - 10.2020
Bachelor of Science -
Chhatrapati Sahuji Maharaj University
Intermediate -
U.P. Board
High School -
CBSE
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