Akhil Mohan
Trivandrum
Summary
Technical support professional, prepared to bring expertise in diagnosing and resolving technical issues. Proven track record in installing and maintaining hardware and software systems. Valued for effective collaboration with team members and adaptability to changing requirements, showcasing problem-solving abilities and customer service skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Associate II / Desktop Support
UST
12.2022 - Current
- Adhere to ITIL practices, SLA, and processes.
- Use runbooks, KBs, and SOPs for ticket resolution.
- Record and update troubleshooting steps and knowledge base.
- Manage ticket backlogs and prioritize based on urgency.
- Collaborate across teams for timely resolution within SLA.
- Provide technical support for hardware, software, and networks.
- Install upgrades, patch software, and troubleshoot proactively.
- Train and mentor new joiners; share knowledge.
- Participate in team initiatives and complete mandatory training.
- Offered assistance in implementing and developing training programs.
- Follow organizational policies and ensure compliance.
Technical Support Executive – International Support / Service Desk
Phykon Solutions Private Limited
10.2021 - 12.2022
- Effectively managed a high volume of inbound and outbound international customer calls
- Received inbound calls of technical nature, independently resolved customer complaints, concerns, and inquiries regarding their Internet connection
- Accurately documented, researched, and resolved customer service issues
- Diagnostic techniques to identify issues, investigate causes and recommend solutions to correct common failures
- Experienced in new employee mentoring, training, and coaching
System Administrator
MRF Tyres
04.2018 - 10.2021
- Responsible for all installations, software, and hardware rollouts
- Responsible for Windows and Linux machines
- Implemented system security by configuring, monitoring, and maintaining email applications and virus protection software
- Administered LAN and servers
- Resolved server configuration problems, wrote scripts to ensure smooth server/reboot functioning, and concerns
Education
B. TECH - MECHANICAL ENGINEERING
Noorul Islam Centre For Higher Education
05-2017
Skills
- Proficiency in Windows, macOS, and basic Linux
- Basic networking (IP, DNS, DHCP, VPN)
- Remote access protocols
- Troubleshooting PC hardware and peripherals
- Application support (Microsoft Office, browsers, enterprise apps)
- Remote support tools (TeamViewer, AnyDesk, LogMeIn, Splashtop, ManageEngine)
- ITSM tools
- Active Directory management (user accounts, group policies)
- Cybersecurity practices (MFA, endpoint security)
Certification
- Oracle Cloud Infrastructure Foundations
- Oracle Cloud Infrastructure 2023 AI Foundations Associate
Languages
English
Malayalam
Hindi
Tamil
Disclaimer
My studies and organization principles have given me the confidence to adapt myself to the rapidly changing technology. I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Timeline
Associate II / Desktop Support
UST
12.2022 - Current
Technical Support Executive – International Support / Service Desk
Phykon Solutions Private Limited
10.2021 - 12.2022
System Administrator
MRF Tyres
04.2018 - 10.2021
- Oracle Cloud Infrastructure Foundations
- Oracle Cloud Infrastructure 2023 AI Foundations Associate
B. TECH - MECHANICAL ENGINEERING
Noorul Islam Centre For Higher Education
Similar Profiles
Muhammed HarisMuhammed Haris
Tester II- Software Testing at USTTester II- Software Testing at UST
Sreya S NairSreya S Nair
Team Lead at USTTeam Lead at UST
Suresh KumarSuresh Kumar
Operations Manager at USTOperations Manager at UST