ABHISHEK RATHORE
Summary
Detail-oriented IT professional with 3+ years in technical support and system administration. Expertise in Active Directory, Microsoft 365, and Azure Entra, alongside strong troubleshooting capabilities in hardware, software, and network issues. Experienced in incident management and SLA tracking, delivering efficient support and comprehensive documentation in enterprise environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Infrastructure and Hardware Specialist
TRUEBLUE INDIA
07.2024 - Current
- Delivered end-user IT support by setting up and configuring laptops, desktops, and printers for employees
- Managed and resolved incidents using ServiceNow, ensuring timely ticket closure and SLA compliance
- Installed, configured, and troubleshot operating systems, software applications, and system performance issues
- Performed BIOS updates, hardware diagnostics, and system maintenance to ensure optimal performance
- Administered Active Directory, including user account creation, password resets, and role-based access control (RBAC)
- Managed user permissions, group policies, and access rights to maintain system security and compliance
- Coordinated Microsoft license provisioning, approvals, and lifecycle management to ensure proper utilisation and compliance
- Escalated complex technical issues to appropriate teams and tracked them through to resolution
- Maintained detailed technical documentation, knowledge base articles, and system records
- Supported IT asset management, including inventory tracking, audits, and lifecycle management
- Assisted in internal audits to ensure adherence to IT policies, security standards, and compliance requirements
Technical Support Advisor
TELEPERFORMANCE
08.2022 - 07.2024
- Provided technical support for clients of a U.S.-based cloud communications company, resolving issues related to Microsoft 365 applications
- Diagnosed and troubleshot problems in Outlook, Exchange, and the Microsoft Office suite to ensure minimal downtime
- Managed user accounts and configurations using Active Directory and Microsoft 365 Admin Center.
- Monitored issue progress and tracked resolutions to ensure timely closure of support tickets
- Communicated with clients via phone, email, and chat, delivering prompt and professional support
- Delivered high-quality customer experience while addressing technical and service-related queries
- Maintained strong client relationships through clear guidance and proactive solutions
- Prioritized tasks based on urgency, business impact, and service-level agreements (SLAs)
- Recognized risks and directed complex issues to appropriate higher-level support teams.
- Intermedia (Cloud Communications Process)
Education
VISHVESHWARYA INSTITUTE OF TECHNOLOGY - Marketing and IT
VISHVESHWARYA INSTITUTE OF TECHNOLOGY
Greater Noida, UP01-2022
INDRAPRASTHA ENGINEERING COLLEGE - Computer Science Engineering
INDRAPRASTHA ENGINEERING COLLEGE
Ghaziabad, UP01-2019
Skills
- Hardware and Software Troubleshooting
- Technical troubleshooting
- Microsoft 365 Administration and Applications
- Microsoft 365
- Active Directory
- Microsoft Azure Entra
- Remote technical support
- OS and Office troubleshooting
- Network Security
- WAN/LAN
- DNS
- DHCP
- Cisco Meraki Dashboard
- Lansweeper
- System troubleshooting
- Incident management
- IT asset management
- Troubleshooting software update failures on user devices
- SOP (Standard Operating Procedure) documentation
- Documentation maintenance
- Service-level compliance
- Risk assessment
- Process improvement
- User follow-up
- Technical support
- Customer engagement
- Client engagement
- Problem solving
- Time management
- Verbal and written communication
- Microsoft Office Suite
- Microsoft Office Suite
Language
English
Hindi
Interests
- Cooking
- Travelling
- Netflix and Cinema
Certification
- Internship Certification - BHEL, Hands-on exposure to industrial systems and processes
- Certification in Android Development with Core Java, Application development fundamentals
- Certification in Network Management and Web Development, Networking concepts and web technologies
- EC-Council Certification, 2020-01-01, Cybersecurity fundamentals
- Secured 1st Prize in Market Shreshtha Competition, Indraprastha University
Timeline
Infrastructure and Hardware Specialist
TRUEBLUE INDIA
07.2024 - Current
Technical Support Advisor
TELEPERFORMANCE
08.2022 - 07.2024
VISHVESHWARYA INSTITUTE OF TECHNOLOGY - Marketing and IT
VISHVESHWARYA INSTITUTE OF TECHNOLOGY
INDRAPRASTHA ENGINEERING COLLEGE - Computer Science Engineering
INDRAPRASTHA ENGINEERING COLLEGE