Guna Sekar
IT CONSULTANT
Thiruninravur
Summary
Experienced IT System Administrator with over 6 years of expertise in Microsoft ecosystem technologies, system administration, and technical support. Successfully handled and resolved more than 50,000 support cases while maintaining high service quality and customer satisfaction. Proficient in Microsoft 365 administration, Windows operating systems, troubleshooting, and enterprise hardware support including Dell and HP platforms. Experienced in diagnosing complex technical issues, implementing effective solutions, and supporting AI-driven tools and modern IT environments. Dedicated to improving system performance, enhancing user experience, and ensuring operational efficiency through proactive technical support and problem resolution.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
HP Gig Agent PRO – Level 2 Support Specialist (HP Devices and Printers)
Limitless
11.2024 - Current
- As a Gig Agent PRO, I serve as a Level 2 Support Specialist, providing advanced technical assistance for HP laptops, desktops, and printers. My role involves resolving complex hardware and software issues, guiding users through troubleshooting steps, and delivering a seamless support experience. I collaborate with cross-functional teams to escalate unresolved cases and ensure customer satisfaction. My responsibilities also include:
- 1. Diagnosing and resolving technical issues that go beyond standard Level 1 support.
- 2. Assisting customers with firmware updates, driver installations, and connectivity issues.
- 3. Creating detailed service orders for repair, replacement, or field service when necessary.
- 4. Collaborating with internal teams for case escalation and resolution.
- 5. Ensuring proper documentation of case logs, troubleshooting steps, and solutions.
- 6. Maintaining a high first-contact resolution rate and ensuring customer satisfaction.
Independent Advisor
Directly
06.2024 - Current
- Microsoft Windows community Profile Link - https://answers.microsoft.com/en-us/profile/eb4ace3e-c43b-47bc-a340-d008fc7debf6
- As an Independent Advisor in the Microsoft Windows Community, I volunteer to help people solve problems with their Windows computers and Microsoft services. I guide users through troubleshooting steps, and share easy-to-understand solutions for both simple and more tricky issues.
Technical Support Specialist for Microsoft, HP India and Dell
Limitless Technology
10.2020 - 09.2024
- As a Technical Support Specialist for Microsoft, HP India, and Dell, I assist customers with a wide range of technical issues related to software, hardware, and services. My role involves troubleshooting problems, guiding users step-by-step, and providing effective solutions through chat, calls, or remote support.
- I help with things like Windows errors, Office 365 issues, driver updates, system performance, and device setup. I make sure to explain things in a simple and friendly way so users feel comfortable and confident. My focus is on solving problems quickly and ensuring a smooth, helpful experience for every customer.
Microsoft Tech Support Agent L2
Microsoft Tech Support Agent L2
09.2020 - 08.2022
- Provided technical support for Microsoft products through Limitless Technology as a contracted agent via Rave. Delivered expert assistance to customers across multiple Microsoft platforms, including Windows OS, Microsoft Office, and Microsoft Store services.
- Key Responsibilities:
- - Resolved user issues related to installation, configuration, and troubleshooting of Windows 10/11 and Office 365.
- - Used Microsoft Quick Assist to securely connect to customers’ devices and provide real-time remote assistance.
- - Handled customer queries with a focus on first-call resolution and user satisfaction.
- - Escalated complex issues and collaborated with internal Microsoft support teams.
- - Maintained high CSAT (Customer Satisfaction) scores.
- - Supported users globally, managing both technical and account-related concerns via chat and email.
- Achievements:
- - Recognized for consistent high-quality support and meeting performance benchmarks.
- - Successfully onboarded new tools and workflows during Microsoft process updates.
Independent Advisor for Microsoft Office 365
Microsoft Support Community
09.2022 - 07.2024
- I help people with Microsoft Office 365 by giving clear advice and support. I answer questions, solve problems, and guide users on how to get the best out of tools like Outlook, Word, Excel, and Teams. My goal is to make things easier and help users feel more confident using Microsoft 365.
- Community profile link - https://answers.microsoft.com/en-us/profile/7fbd976f-e624-460e-84ad-96fe0b12a66d
Electrical Engineer
JST automations and robotic
02.2019 - 08.2020
- Design, develop, and test electrical devices and equipment, including Robotic devices. Customized control panels and learned basic programming languages.
- Done my first project on "Automated guided vehicle" successfully for Railways (ICF).
Project Engineer
VAMTEC MACHINES AND AUTOMATION PRIVATE LIMITED
11.2017 - 11.2018
- I have learned to do Panel wiring, Field wiring, and Plc Programming. This was my first company but done more projects within a short period of time.
- I have done projects to major companies like TVS Air springs, ROYAL ENFIELD, and for OERLIKON INDIA.
Education
Bachelor of Engineering (B.E.) - Electricals And Electronics Engineering
PRATHYUSHA ENGINEERING COLLEGE
05-2017
Skills
Remote Troubleshooting
Customer Satisfaction
Certification
Learning PLC Ladder Logic
Timeline
HP Gig Agent PRO – Level 2 Support Specialist (HP Devices and Printers)
Limitless
11.2024 - Current
Independent Advisor
Directly
06.2024 - Current
Independent Advisor for Microsoft Office 365
Microsoft Support Community
09.2022 - 07.2024
Technical Support Specialist for Microsoft, HP India and Dell
Limitless Technology
10.2020 - 09.2024
Microsoft Tech Support Agent L2
Microsoft Tech Support Agent L2
09.2020 - 08.2022
Electrical Engineer
JST automations and robotic
02.2019 - 08.2020
Project Engineer
VAMTEC MACHINES AND AUTOMATION PRIVATE LIMITED
11.2017 - 11.2018
Bachelor of Engineering (B.E.) - Electricals And Electronics Engineering
PRATHYUSHA ENGINEERING COLLEGE