Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Core Competencies
Timeline
Generic

Avadh Kumar

Noida

Summary

Technical Support Engineer with extensive experience in IT service management and team leadership at DXC Technology India Pvt. Ltd. Skilled in incident resolution and root cause analysis, enhancing IT infrastructure, and ensuring SLA compliance to boost operational efficiency.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

DXC Technology India Pvt. Ltd.
Noida
05.2015 - Current
  • Led a team of IT support technicians and engineers, providing mentorship and guidance to resolve technical issues, ensuring timely resolution within SLA guidelines.
  • Delivered remote and onsite support to VIP clients, helping with technology migrations and infrastructure upgrades.
  • Utilized ITSM practices to manage incident, problem, and change management processes, ensuring minimal downtime and effective issue resolution.
  • Developed and maintained ITSM documentation, including SOPs, knowledge base articles, and troubleshooting guides.
  • Managed third-party vendor relationships and ensured compliance with contracts and SLAs.
  • Performed root cause analysis of issues, identifying solutions to improve IT systems and prevent recurring problems.
  • Collaborated with cross-functional teams to implement improvements to IT infrastructure, focusing on hardware, software, and network components.
  • Oversaw system provisioning and software deployment for end-users, ensuring seamless integration and minimal disruption.
  • Played an active role in educating users and clients on new applications, systems, and technologies.

Support Engineer

GBL Healthnet Pvt. Ltd.
Noida
11.2012 - 04.2015
  • Provided L2 support to onsite and remote users, working in a 24/7 uptime environment.
  • Coordinated hardware and software configurations for workstations, ensuring operational efficiency across teams.
  • Collaborated with vendors to resolve complex technical issues and procure necessary parts.
  • Implemented proactive maintenance and repair strategies to optimize the performance of computer systems and applications.
  • Conducted regular system tests and troubleshooting procedures, ensuring systems met performance standards.
  • Delivered customer support in high-pressure situations, maintaining professionalism and ensuring positive customer experiences.
  • Trained new system users and employees, ensuring they were equipped with the knowledge to effectively use equipment and software.

Education

PDBM - Business Management

NMIMS Global Access School

Bachelor of Arts -

Manav Bharti University
Solan

High School Diploma -

Assisi Convent School
Noida

Skills

    IT service management (ITSM)

    Incident, problem, and change management

    Team leadership and mentorship

    End-user support (onsite and remote)

    Service level agreement (SLA) adherence

    IT infrastructure optimization

    Software project delivery

    Root cause analysis and troubleshooting

    Cross-functional collaboration

    ITSM documentation (SOPs and knowledge base articles)

    Microsoft Intune and Office 365 support

    Agile methodologies (JIRA and Confluence)

    Vendor management

Certification

  • E244-2501 - Microsoft Certified Solution Expert
  • E187-5972 - Microsoft Certified Professional

Accomplishments

  • Streamlined IT service management processes, reducing incident resolution time by 25% through improved documentation and cross-team collaboration.
  • Successfully led the deployment and support of multiple enterprise-level applications, ensuring seamless integration with client systems.
  • Played a key role in improving system uptime, achieving over 99.5% availability by proactively identifying and addressing potential IT infrastructure issues.
  • Managed a successful system migration project, coordinating resources and delivering the project on time with minimal disruptions.

Core Competencies

  • IT Service Management (ITSM)
  • Incident, Problem, and Change Management
  • Team Leadership and Mentorship
  • End-User Support (Onsite & Remote)
  • Service Level Agreement (SLA) Adherence
  • IT Infrastructure Optimization
  • Software/Tool/Technology Project Delivery
  • Root Cause Analysis & Troubleshooting
  • Cross-functional Collaboration
  • ITSM Documentation (SOPs, Knowledge Base Articles)
  • Microsoft Intune, Entra ID, Office 365 Support
  • Agile and Scrum Methodologies (JIRA/Confluence, Azure)
  • Vendor and Third-Party Management
  • MS Office Suite (Excel, Word, PowerPoint, Visio)

Timeline

Technical Support Engineer

DXC Technology India Pvt. Ltd.
05.2015 - Current

Support Engineer

GBL Healthnet Pvt. Ltd.
11.2012 - 04.2015

PDBM - Business Management

NMIMS Global Access School

Bachelor of Arts -

Manav Bharti University

High School Diploma -

Assisi Convent School

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Avadh Kumar