ADITYA KUMAR

I have over 12 years of experience in IT technical support, focusing on technology and problem-solving for key customers. I specialize in Workspace ONE technology and help customers manage their devices efficiently. I am a strong team player, advocating for customer needs while mentoring colleagues in best practices In the last three years, I have worked as a dedicated support engineer for a customer, where my responsibilities have included managing service requests, providing assistance to report bug, backports, and custom patches within the SaaS environment. I lead discussions and facilitate internal escalations when needed to drive resolutions. I engage weekly with customer administrators to discuss open service requests, share updates on ongoing tasks, and offer relevant information about their environment and any critical issues. By building strong relationships with these administrators, I strive to foster a collaborative atmosphere that not only addresses immediate challenges but also anticipates and prepares for future requirements. Collaborate closely with engineering and field teams to address customers needs effectively. Provide support for new use cases, deployments, and feature roadmap discussions. Solution-focused Technical Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software configuration, and system diagnostics. Excel in problem-solving, communication, and team collaboration, ensuring seamless operations and client satisfaction.

• Enhanced Support Efficiency: Managed over 500k device fleets boosting support efficiency by 20%.
• High First-Contact Resolution: Resolved over 95% of customer escalations on first contact.
• Increased Product Stability: Collaborated on multiple product defect fixes enhancing overall product stability.
• Promoted Best Practices: Participated in 10+ technology workshops promoting best practices.