Aditi Kumari

Technical Support – End-to-End Webinar Operations

• Provided end-to-end technical support for webinars, managing the complete event lifecycle from initial event setup through post-event reporting.
• Created and configured webinar events, including event details, Zoom sessions, presenter access, registration settings, branding, resources, polls, and other required event components.
• Coordinated with clients, presenters, internal teams, and stakeholders to complete all pre-event technical and operational requirements accurately and on time.
• Conducted technical rehearsals and speaker checks, troubleshooting audio, video, camera, screen sharing, presentations, polls, and platform-related issues.
• Supported webinars live, monitoring backend, assisting presenters and attendees, managing technical issues, and ensuring smooth webinar experiences.
• Managed post-event activities, including reports, attendance details, webinar recordings/VOD requirements, CPE-related information, resources, and other event deliverables.

• Provided technical assistance to end users through phone, email, chat, and remote support, resolving day-to-day IT issues efficiently.
• Troubleshot software, hardware, operating system, application, and connectivity issues and guided users through appropriate solutions.
• Installed, configured, and supported desktop applications, peripherals, and user devices.
• Assisted with user onboarding, account setup, access requests, password resets, and application permissions to ensure seamless access to IT resources.
• Monitored and managed support tickets, ensuring incidents were properly documented, prioritized, and resolved within SLA.
• Performed initial investigation and troubleshooting of network, VPN, printer, system performance, and login-related issues.
• Coordinated with internal IT teams and third-party vendors on complex technical issues, ensuring timely resolution and effective communication throughout the process.
• Created and maintained technical documentation, troubleshooting guides, and knowledge-base articles to enhance support efficiency and empower users.
• Kept users informed about ticket progress and ensured a smooth support experience from issue reporting through resolution.

• Provided Level 2 technical support to users via email, phone, chat, and remote assistance, ensuring timely resolution of IT-related issues.
• Troubleshot and resolved issues related to Windows, Microsoft 365, Outlook, Teams, OneDrive, applications, hardware, software, and network connectivity.
• Prioritized and managed support tickets based on urgency and SLA requirements, escalating complex issues to technical teams to enhance overall support response.
• Managed user accounts, access permissions, licenses, and Joiner-Mover-Leaver (JML) activities to ensure compliance with organizational security protocols.
• Worked with Active Directory and Microsoft Intune to manage users, devices, policies, application deployments, and access.
• Investigated incidents, identified root causes, and documented resolutions to improve future troubleshooting accuracy and efficiency.
• Communicated with users throughout the troubleshooting process and followed up to confirm that issues were fully resolved.

• Delivered technical support to users via email, calls, and remote assistance, effectively troubleshooting and resolving diverse IT-related issues.
• Diagnosed and resolved hardware, software, application, access, and connectivity-related issues while ensuring timely resolution.
• Guided users through troubleshooting process with clear, step-by-step instructions, ensuring effective issue resolution.
• Managed and prioritized support requests based on urgency and business impact, ensuring a positive user experience.
• Conducted follow-ups with users to confirm successful resolution and documented issues and solutions accurately.