Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Abinash Kumar

Bangalore

Summary

Career Objectives: Dedicated and skilled Technical Support Engineer with 7 of experience providing exceptional technical assistance to end-users. Adept at diagnosing and resolving complex hardware and software issues. Seeking to contribute technical expertise and customer-focused solutions in a dynamic support role.

Overview

8
8
years of professional experience

Work History

IT Support Specialist

IBM
04.2020 - Current
  • Providing comprehensive support for Windows, Mac, and Linux operating systems
  • Helping through both call and chat channels
  • Conducting workstation configurations to ensure optimal functionality.
  • Diagnosing and resolving various OS-related issues, including network problems within devices
  • Installing and setting up IBM-related applications
  • Troubleshooting IBM support applications
  • Mobile setup for both iOS and Android platforms Problem analysis and problem solving.
  • Create ticket in Service Now, Interaction and Incident
  • Experience on Microsoft Intune End point Manager.
  • Answered questions and provided information to customers about new software or hardware.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Updated software to safeguard against security flaws.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Contributed to the development of internal tools that improved workflow automation within the IT department.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • Monitored systems in operation and quickly troubleshot errors.
  • Maximized user productivity by delivering comprehensive end-user training on software applications and hardware usage.
  • Documented support interactions for future reference.
  • Created user accounts and assigned permissions.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Coordinated vendor relations for software licensing agreements and hardware purchases, securing cost-effective solutions for the organization.
  • Developed custom scripts to automate repetitive tasks, increasing efficiency in daily operations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Developed strong communication and organizational skills through working on group projects.
  • Proven ability to develop and implement creative solutions to complex problems.

Jr. System Administrator

Indegene Pvt LTD
05.2016 - 01.2020
  • Providing comprehensive application and operating system support, including installation, configuration, and troubleshooting
  • Expertise in user administration and management, ensuring seamless user experiences.
  • Proficient in the installation and troubleshooting of VPN-related issues.
  • Handling critical and senior user concerns with prompt resolution
  • Effectively troubleshooting file system crashes and disk space problems
  • Addressing issues related to Internet and Intranet, including problem diagnosis and resolution.
  • Expertise in handling virus issues, software installation, and Active Directory-related problems
  • Managing Group Policy in Active Directory, including removal and addition
  • Conducting Outlook client-end troubleshooting, installation, and configuration
  • Administering Windows desktops for optimal performance
  • Diagnosing and resolving network and system problems, ensuring system integrity and performance
  • Providing desk-side support for user problems
  • Maintaining a 99% SLA availability rate
  • Supporting hardware issues for Dell and Lenovo products.
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.

Education

Bachelor of Computer Applications - Computer And Information Sciences

BSEB BORD
Vaishali Bihar
12.2013

Skills

  • Technical Skills :
  • Experienced in utilizing Intune for efficient device management
  • Proficiency operating systems, including Windows, Mac, Linux, iOS, and Android
  • Software: Microsoft Office Suite, remote desktop tools
  • Engaged in client interactions for software setup and support
  • Hardware: PCs, laptops, printers
  • Windows Server (Active Directory)
  • Certifications:
  • Certified With AZ-900: Microsoft Azure Fundamentals
  • Professional Development:
  • Enthusiastically pursue opportunities to expand technical skills
  • Python Programming Language
  • HTML
  • CSS
  • Java Scripts
  • Django
  • My Sql
  • COMPETENCIES :
  • A keen learner, and potential to achieve desired goals, love challenges, Communication &
  • Presentation skills, very friendly, Creative, interactive, and an all-around hard worker
  • Strong communication and people skills, both written and verbal
  • Ability to maintain a reliable and methodical approach to support and documentation
  • Good experience in System Integration, Product evaluation, Customer Support and Training
  • Good experience in supporting corporate Networks
  • Ability to generate technical concepts in a clear and precise manner
  • Interpersonal Skills
  • Hardware and Software Repair
  • Product Troubleshooting
  • Ticket support system management
  • System Configuration
  • Troubleshooting Network Issues
  • Customer service expert
  • Software Installation
  • Windows 10
  • Ticket management
  • Technical Support
  • Active Listening
  • ITIL Processes
  • Problem-Solving
  • Teamwork and Collaboration
  • Desktop support
  • Help Desk Support
  • Online Chat Support
  • Mobile Device Management

Additional Information

  • Awards and Accomplishments : , Recognized as Employee of the Month for CSAT. Recognized by user for best support

Timeline

IT Support Specialist

IBM
04.2020 - Current

Jr. System Administrator

Indegene Pvt LTD
05.2016 - 01.2020

Bachelor of Computer Applications - Computer And Information Sciences

BSEB BORD

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