Aditya Hirlekar
Technical Support Executive
Ujjain
Summary
Technical Support Analyst handling Windows and Mac remote troubleshooting, license, subscription, refund, and activation issues for premium support customers. Resolves complex policy and product cases with clear step-by-step communication while maintaining first-contact resolution, CSAT, and AHT targets. Brings a strong mix of technical support, issue resolution, and customer guidance in a fast-paced service setting.
Overview
1
1
Language
2
2
Certifications
7
7
years of professional experience
Work History
Teleperformance Global Business Private Limited
05.2025 - 01.2026
- Role & Process: Provided end-to-end technical support for one of the premium process, managing licenses, subscriptions, refunds, and activations on Windows/Mac, ensuring policy compliance, and resolving customer issues via remote for seamless experiences.
- Query Resolution: Diagnosed and resolved technical issues including product activation errors, subscription management, and Windows support. Applied systematic troubleshooting to identify root causes, implemented effective solutions, and consistently maintained high first-contact resolution rates by efficiently addressing diverse customer concerns.
- Customer Communication: Delivered empathetic and professional customer support across multiple communication channels, guiding users step-by-step during remote troubleshooting to build trust and transparency. Simplified complex technical concepts into clear, accessible explanations, ensuring non-technical customers understood solutions and experienced seamless resolution of their issues.
- Performance Metrics: Consistently met resolution time targets, maintained high customer satisfaction (CSAT), and ensured strict adherence to Microsoft support policies. Demonstrated accuracy in refund processing and subscription adjustments while contributing to overall team success by achieving key performance indicators, including Average Handling Time (AHT) and First Call Resolution (FCR).
- Work Ethic: Stayed Exhibited professionalism, patience, and accountability to ensure customer satisfaction, swiftly adapted to Windows updates, and upheld integrity while managing sensitive customer data and financial transactions.
Conneqt Business Solutions Limited
10.2024 - 03.2025
- Role & Process: Worked at Conneqt Business Solutions for the Myntra process, handling live customer queries for the e-commerce platform.
- Query Resolution: Used Yoda (knowledge content), Smart Assist, and Agent Assist CRM to resolve issues, raise tickets, and forward requests to the Myntra operational team.
- Customer Communication: Ensured transparency, avoided false commitments, and provided real-time updates with empathy, apologies, and power statements.
- Performance Metrics: Maintained AHT under 5 minutes and achieved 90% CSAT.
- Work Ethic: Stayed calm, energetic, and always prepared for the next call in a fast-paced environment.
Business Development Executive
Virtual Support Business LLP
09.2021 - 07.2022
- I worked at Virtual Support Business LLP, an international dispatch company, where I handled chat, voice, and semi-voice processes.
- I was responsible for booking loads for our clients based in the USA.
- I managed product replacements and orders, coordinating shipments to warehouses across Europe and the USA.
- I utilized my knowledge of MS Excel to post loads on Google Sheets, working in real-time with other staff members of a broker based in the USA.
- An international dispatch company.
Data Entry Operator
First Advisory
09.2018 - 01.2020
- I was the most proactive worker in my company. I was responsible for distributing leads to customers seeking tips for investing in the stock market, ensuring they were matched with the most suitable and best associate to increase the organization's revenue.
- I managed over 100 associates across two floors and analyzed their performance by assessing the conversion ratio of leads assigned to leads converted.
- This was a highly proactive task that had to be performed quickly.
Education
PG-Diploma - Artificial Intelligence
CDAC-ACTS(PUNE)
PuneBachelor of Engineering - Electronic And Communication Engineering
Mahakal Institute Of Science and Technology
Skills
Technical troubleshooting
Customer issue resolution
Remote support
Ticketing systems
First contact resolution
MS-Excel
Salesforce Certified Administrator
Subscription management
License management
Refund processing
Accomplishments
- Led thrice as a Captain of my branch in Inter college Competition in Badminton and Table Tennis as well.
- Represented as Manager of Ujjain District for State Badminton Competition.
- Represented Ujjain zonal team twice in State Competition in Badminton.
- Won Sanskrit Shlok Competition in College Cultural Festival.
- I have been theatre artist and played a lead role in a play during Vikramotsava at “Vikram Kirti Mandir”, Ujjain.
Certification
I am certified Salesforce administrator.
Interests
Generative AI and its use cases in NLP, Sports (Table Tennis, Badminton, Chess)
Leadership, Activities and Achievements
Led thrice as a Captain of my branch in Inter college Competition in Badminton and Table Tennis as well. Represented as Manager of Ujjain District for State Badminton Competition. Represented Ujjain zonal team twice in State Competition in Badminton. Won Sanskrit Shlok Competition in College Cultural Festival. I have been theatre artist and played a lead role in a play during Vikramotsava at “Vikram Kirti Mandir”, Ujjain. Led thrice as a Captain of my branch in Inter college Competition in Badminton and Table Tennis as well. Represented as Manager of Ujjain District for State Badminton Competition. Represented Ujjain zonal team twice in State Competition in Badminton. Won Sanskrit Shlok Competition in College Cultural Festival. I have been theatre artist and played a lead role in a play during Vikramotsava at “Vikram Kirti Mandir”, Ujjain.
Overall Responsibilities
Delivered technical support for Microsoft products, managing licenses, subscriptions, refunds, and activations across Windows/Mac. Resolved customer queries through systematic troubleshooting and Quick Assist. Communicated empathetically, simplified complex issues, ensured policy compliance, achieved CSAT, AHT, FCR targets, and upheld professionalism, adaptability, and integrity in handling sensitive customer data.
Timeline
Teleperformance Global Business Private Limited
05.2025 - 01.2026
Conneqt Business Solutions Limited
10.2024 - 03.2025
Business Development Executive
Virtual Support Business LLP
09.2021 - 07.2022
Data Entry Operator
First Advisory
09.2018 - 01.2020
Bachelor of Engineering - Electronic And Communication Engineering
Mahakal Institute Of Science and Technology
PG-Diploma - Artificial Intelligence
CDAC-ACTS(PUNE)