Abhishek Upadhyay
Mumbai
Summary
Dedicated and solutions-focused Technical Support Specialist with 7 years of experience providing exceptional customer assistance in resolving technical issues. Adept at diagnosing and troubleshooting software and hardware problems, guiding users through step-by-step solutions, and delivering outstanding service. Effectively communicating complex technical concepts to both technical and non-technical audiences. Committed to ensuring optimal user experiences through timely and accurate problem resolution.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Desktop Support Specialist III
Astreya Consultancy India Pvt Ltd
Mumbai
04.2022 - Current
- Responded to technical support inquiries via channels such as phone, email, chat, diagnosing and resolving software & hardware issues promptly
- Collaborated with cross-functional teams to escalate and resolve complex technical issues efficiently
- Created and maintained detailed documentation of troubleshooting steps and solutions, improving team efficiency and knowledge sharing
- Conducted remote support sessions to guide users through problem-solving processes, ensuring minimal downtime
- Assisted in the development of user training materials and conducted training sessions to enhance end-user proficiency
- Received number of accolades from customers for exceptional service and ability to resolve issues effectively
- Receive, inspect, and verify incoming IT equipment and supplies against purchase orders or delivery manifests
- Accurately record inventory transactions, including receipts, transfers, and disposals, using appropriate inventory management systems
- Maintain organized and clean IT storage areas, ensuring that IT equipment is stored securely and in a way that prevents damage
- Collaborate with the IT team to prioritize and fulfill equipment requests from various departments within the organization
- Prepare IT equipment for distribution, including packaging, labeling, and ensuring that all necessary accessories and components are included
- Assist in the coordination of equipment returns, repairs, and replacements, liaising with vendors as needed
- Perform periodic physical counts of IT inventory to reconcile discrepancies and ensure accurate inventory levels
- Collaborate with procurement and IT teams to identify obsolete or surplus equipment for disposal or recycling in accordance with company policies and regulations
- Monitor and maintain appropriate stock levels of common IT supplies such as cables, connectors, and peripherals
- Provide support in tracking and managing IT assets through their lifecycle, including tagging, tracking, and documentation
- Contribute to the continuous improvement of inventory management processes and workflows
- Assist in the installation, configuration, and maintenance of network devices, including routers, switches, and access points
- Help troubleshoot and resolve basic network connectivity issues for end users and escalate complex problems to senior network engineers
Technical Support Analyst II
JIO Haptik Pvt. Ltd.
Mumbai
09.2021 - 04.2022
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Solved increasingly challenging questions on using Haptik's platform, Haptik's Soks, and integrations with third-party applications
- Solving customer issues and providing awesome service to customers with empathy and ownership
- Work cross-functionally with customers, Customer Success Team, Implementation Team and Engineering Team to ensure resolution of customer issues
- Creating professional debugging documentation and presenting it for internal and external use
Technical Support Associate II
Intandem Solutions Pvt. Ltd.
Mumbai
12.2019 - 08.2021
- Deployed at Asian Paints IT department on-site
- In-House 3d VISUALIZER: - 3D Visualization Application
- Channel Connect ERP: - ERP & Billing Software in Asian Paints Stores
- A crucial role in In-house 3D Visualizer Development, Content Management & Integration with existing in-store technologies
- Answered average of 20 calls, emails per day, addressing customer inquiries,solving problems
- Produced ad hoc reports and documents for senior team members on Daily and Monthly basis
- Part of multiple in-house and production level projects to increase customer engagement
- Researched and updated all required materials needed for product
- Worked directly with management, Inter-Departmental Staff to brainstorm, discuss strategy and mitigate Implementation issues
Desktop Support Specialist III
Teleperformance
Mumbai
11.2018 - 12.2019
- Deployed at Asian Paints IT department on-site
- 2020 Decorizer: - 3D Visualization Application
- Digital Signage: - Centralized Content Management & Propagation Application
- Pick N Trigger: - Consumer Engagement PIM Application
- Projection Mapping: - Video mapping and spatial augmented reality projection technique used to turn objects, often irregularly shaped, into a display surface for video projection
- Answered average of 20 calls, emails per day, addressing customer inquiries,solving problems and providing new product information
- Produced ad hoc reports and documents for senior team members on Daily and Monthly basis
- Part of multiple in-house and production level projects to increase customer engagement
- Researched and updated all required materials needed for product
- Worked directly with management, Senior Managers, and Marketing and IT department to brainstorm, discuss strategy and mitigate Implementation issues
Implementation Executive
TSS Software Pvt. Ltd
Mumbai
11.2017 - 07.2018
- Ensured implementation is tailored to client needs by focusing solutions on industry-specific workflow, client base and protocols
- Assisted account executives with strengthening client relationships through targeted solutions
- Configured, installed and handled troubleshooting tasks for a variety of different applications
- Cultivated relationships with sales team to support and supply corrective actions
- Handled over 20 incoming calls daily while providing excellent customer service
- Provided methodologies for object-oriented software development and efficient database design
- Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access
Education
BACHELOR OF ENGINEERING - COMPUTER ENGINEERING
THAKUR COLLEGE OF ENGINEERING AND TECHNOLOGY
Mumbai. India08.2017
DIPLOMA - Computer Engineering
THAKUR POLYTECHNIC
Mumbai India08.2014
HSC SCIENCE - Science
I.E.S. JUNIOR COLLEGE OF SCIENCE AND COMMERCE
Mumbai, India05.2011
SSC - General
I.E.S. NEW ENGLISH SCHOOL
Mumbai, India05.2009
Skills
- C
- C
- VB
- Java
- Python
- HTML5
- CSS3
- JavaScript
- MYSQL
- MSSQL
- Mongo DB
- Excel
- Crystal Reports
- PowerPoint
- Visual Studio
- MSSQL Server
- Eclipse
- Networking
- Linux/Unix Knowledge
- Troubleshooting Tools
- Cisco
- Firewall
- Network Systems Installation
- Active Directory knowledge
- Teamwork and Collaboration
- Support Services
Accomplishments
- Won Customer Focus Award for Exceeding customer expectation(2023)
- Won Company Core Value Serve With Humility & Compassion (2022)
- Won 3rd Place in Customer Service Quiz(2022)
- Winner of Final Year Diploma Project Exhibition (2014).
- 2nd In College Level Cricket Tournament.(2014)
- 1st In College Level Short Put Tournament(2014)
Certification
- Cisco Certified Specialist - Enterprise Core (April 24, 2024)
Certificate Verification No.: 3c24accef8194a54bf34d72151cfb214
- Cisco Certified Network Associate (April 23, 2024)
Certificate Verification No.: 99df4677aea24d24b9c8cfc32d5e9a35
Google IT Support( 2023 - 2024 ) https://coursera.org/verify/professional-cert/DF9EGAQCW6FN
- Technical Support Fundamentals
- The Bits and Bytes of Computer Networking
- Operating Systems and You: Becoming a Power User
- System Administration and IT Infrastructure Services
- IT Security: Defense against the digital dark arts
Timeline
Desktop Support Specialist III
Astreya Consultancy India Pvt Ltd
04.2022 - Current
Technical Support Analyst II
JIO Haptik Pvt. Ltd.
09.2021 - 04.2022
Technical Support Associate II
Intandem Solutions Pvt. Ltd.
12.2019 - 08.2021
Desktop Support Specialist III
Teleperformance
11.2018 - 12.2019
Implementation Executive
TSS Software Pvt. Ltd
11.2017 - 07.2018
BACHELOR OF ENGINEERING - COMPUTER ENGINEERING
THAKUR COLLEGE OF ENGINEERING AND TECHNOLOGY
DIPLOMA - Computer Engineering
THAKUR POLYTECHNIC
HSC SCIENCE - Science
I.E.S. JUNIOR COLLEGE OF SCIENCE AND COMMERCE
SSC - General
I.E.S. NEW ENGLISH SCHOOL
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