Anjum Talikoti
Bangalore
Summary
Detail-oriented Technical Support Engineer (L1) with hands-on experience in IT support, troubleshooting, and incident management. Skilled in diagnosing hardware and software issues, managing support tickets using ITSM tools such as ServiceNow and Jira, and providing voice-based technical support to enterprise users. Experienced in resolving system issues within SLA timelines while maintaining high customer satisfaction. Strong understanding of Microsoft ecosystem tools, networking fundamentals, and data handling using Excel functions like VLOOKUP. Adept at collaborating with cross-functional teams to ensure efficient issue resolution and improved user experience.
Overview
3
3
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Technical Support Engineer (L1)
Lenovo
05.2025 - Current
- Provide L1 technical support for Lenovo laptop and desktop users by diagnosing and resolving hardware, software, and networking issues through voice-based support channels.
- Handle 10–20 technical support tickets daily using ITSM platforms including ServiceNow and CRM tools.
- Troubleshoot operating system errors, hardware failures, driver conflicts, BIOS issues, and network connectivity problems.
- Provide step-by-step technical guidance to customers for system diagnostics and issue resolution.
- Track incidents, update case records, and ensure resolution within defined SLA timelines.
- Utilize Microsoft Dynamics CRM and internal Lenovo support tools (MSD) for case documentation and escalation.
- Analyze recurring issues and assist in identifying potential improvements in troubleshooting workflows.
Business Development Associate
A M Engineering Works
09.2023 - Current
- Managed client interactions and maintained CRM records to track customer inquiries and sales activities.
- Assisted internal teams in understanding client requirements and coordinating service delivery.
- Supported business growth by identifying new customer opportunities and maintaining strong client relationships.
Education
Bachelor of Engineering (B.E.) - Information Science
Atria Institute of Technology
Bangalore, Karnataka01-2024
Diploma - Computer Science
Siddhant College of Engineering
01-2020
Higher Secondary Education - undefined
Dr. D Y Patil College
01-2016
Skills
IT Support & Troubleshooting: Hardware Diagnostics, OS Troubleshooting, Driver Issues, BIOS Configuration, Network Troubleshooting
ITSM Tools: ServiceNow (Incident Management, Ticket Tracking), Jira (Basic Issue Tracking)
Microsoft Ecosystem: Microsoft 365, Microsoft Dynamics CRM
Data & Reporting: Microsoft Excel (VLOOKUP), Basic Data Analysis
Certification
Cisco Networking Certification — 2024-09
Timeline
Technical Support Engineer (L1)
Lenovo
05.2025 - Current
Business Development Associate
A M Engineering Works
09.2023 - Current
Higher Secondary Education - undefined
Dr. D Y Patil College
Bachelor of Engineering (B.E.) - Information Science
Atria Institute of Technology
Diploma - Computer Science
Siddhant College of Engineering