Gautam Kumar
Noida
Summary
Results-driven IT Support and Incident Management Engineer with over 8 years of experience delivering global technical support and incident management across multiple channels, including chat, phone, and email. Expertise in managing P1/P2 incidents, conducting Root Cause Analysis (RCA), and utilizing ServiceNow for effective ticketing, reporting, and escalation management. Proven track record in achieving First Call Resolution while providing premium support for Adobe products, Windows, macOS troubleshooting, and enterprise application deployment. Recognized for exceptional customer relationship management, strong communication skills, and a process-driven approach to service delivery in fast-paced 24/7 environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior IT Support Engineer
HCL Technologies
07.2020 - Current
- - Provide chat, phone, and email support for Global Users.
- - Troubleshoot Windows OS, macOS, and file compatibility issues for global customers.
- - Delivered First Call Resolution for majority of cases, ensuring SLA compliance.
- - Handled international customer queries with a focus on professionalism and customer satisfaction.
- - Provided premium support for VIP customers, ensuring priority handling and quick resolution.
- - Accurately log all interactions in ServiceNow and other case tracking tools.
- - Conduct bug validation, testing of new product features, and escalation to higher-level teams.
- - Reported top call drivers, customer feature requests, and emerging issues to product teams.
- Led troubleshooting efforts for complex IT issues, enhancing system performance and reliability.
- Implemented process improvements that reduced incident resolution times significantly.
- Coordinated cross-functional teams to resolve high-impact technical incidents swiftly.
- Incident Response & Management:
• Take ownership of major incidents.
• Coordinate and lead the resolution process across teams.
• Ensure incidents are logged, prioritized, and managed efficiently.
Reporting & Documentation:
• Maintain incident records and incident trend reports.
• Prepare monthly/weekly incident performance summaries.
• Monitor SLA/KPI compliance.
Collaboration with Other Teams:
• Work closely with Service Desk, Problem Management, Change Management, and other technical teams. - Provided advanced technical support for hardware and software issues across diverse environments.
System Engineer
Teamware Solutions
08.2018 - 06.2020
- - Supported Windows and Mac environments, resolving OS, application, and software issues.
- - Handled international support requests through calls, chat, and email with high CSAT scores.
- - Assisted in packaging and upgrading enterprise tools including Adobe products.
- - Delivered VIP support for priority accounts and executives, ensuring seamless service experience.
- - Created internal documentation to close knowledge gaps and improve first-contact resolution.
Technical Support Engineer
Hinduja Global Solutions
06.2016 - 02.2018
- - Delivered network and Microsoft application support, ensuring minimal downtime for end users.
- - Resolved technical issues remotely using V-Center and SAP GUI.
- - Handled customer queries across international regions via phone, chat, and email.
- - Provided escalation support for Microsoft Teams, Skype for Business, and Power BI applications.
- - Ensured smooth service experience for VIP customers and critical accounts.
Education
B.Tech - Computer Science
Bansal Institute of Research & Technology
Bhopal, India06-2016
High School Diploma -
Patna Collegiate School
Patna, India05-2012
SSLC -
Jean Paul High School
Patna, India01.2010
Skills
- Technical assistance for Adobe products
- - Windows OS Administration & macOS Troubleshooting
- Expertise in file format standards
- - Application Packaging & Deployment (Adobe versions, enterprise apps)
- International customer support
- - Incident & Problem Management (P1/P2, SLA-driven)
- - Case Tracking & Documentation (ServiceNow, Jira, CRM tools)
- - Bug Validation, Reporting & Feature Testing
Accomplishments
- - Awarded for Customer Relationship Excellence for handling VIP and international customers.
- - Consistently exceeded First Call Resolution targets and SLA compliance metrics.
- - Reduced case backlog by 20% through documentation and automation improvements.
Certification
- - ITIL Foundation (IT Service Management)
- - Microsoft 365 Certified: Modern Desktop Administrator Associate
Timeline
Senior IT Support Engineer
HCL Technologies
07.2020 - Current
System Engineer
Teamware Solutions
08.2018 - 06.2020
Technical Support Engineer
Hinduja Global Solutions
06.2016 - 02.2018
B.Tech - Computer Science
Bansal Institute of Research & Technology
High School Diploma -
Patna Collegiate School
SSLC -
Jean Paul High School