Himanshu Maidasani
Summary
Results-driven Technical Support Associate with 3+ years of experience in a BPO environment, specializing in troubleshooting Windows OS, Microsoft 365 applications, and networking issues for global customers. Skilled in handling complex technical queries via voice support, providing clear step-by-step guidance, and ensuring quick resolution while maintaining high CSAT, AHT, and FCR targets. Strong expertise in ISP-related issues, system performance troubleshooting, email configurations, and Wi-Fi/router support, combined with excellent communication and customer service skills.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Senior Associate
NTT DATA
12.2024 - 06.2025
- Handled inbound voice and remote support for customers facing Windows OS issues, MS 365 applications, and networking problems.
- Diagnosed and resolved Windows operating system errors
- Provided step-by-step guidance for Outlook configuration, fixing email sync issues, calendar errors, mailbox connectivity, and attachment failures.
- Provided instructions on setting up SSID, Wi-Fi password, and wireless security protocols.
- Provided support for VPN connectivity issues, ensuring secure remote access for users.
- Ensured high CSAT (Customer Satisfaction Score), low AHT (Average Handle Time), and First Call Resolution (FCR) while handling customer queries.
Technical Consultant
HM Consultancy Services
02.2023 - 10.2024
- Handled inbound and outbound customer calls to resolve internet connectivity issues
- Troubleshot Windows OS issues such as startup errors, application crashes, BSOD (Blue Screen of Death), Outlook not sending/receiving emails, and slow system performance.
- Provided clear guidance on RJ45 vs RJ11 connectors, their roles in Ethernet and telephone connections.
- Assisted customers in configuring Wi-Fi routers and modems including changing SSID, Wi-Fi password, and security protocols
- Worked towards achieving key performance metrics such as AHT (Average Handle Time), FCR (First Call Resolution), and adherence to process guidelines.
- Educated customers on IPv4 vs IPv6 differences, private vs public IP addressing, and assisted with basic network configuration.
Sr Technician
Dell International Services
07.2021 - 02.2023
- Assisted customers with internet connectivity issues, including troubleshooting Wi-Fi, LAN, and router setup.
- Explained technical differences between 2.4 GHz and 5 GHz Wi-Fi bands, helping customers choose the best option for speed and coverage.
- Troubleshot issues caused by signal interference from devices.
- Provided step-by-step troubleshooting for common issues related to VPN.
- Supported troubleshooting of Wi-Fi range issues and recommended Wi-Fi extender or booster solutions
- Ensured effective first-call resolution (FCR) for technical queries while maintaining CSAT and AHT targets.
Education
Bachelors of Computer Applications -
Arni University
Kangra 09.2014 - 10.2017
Skills
- Windows OS troubleshooting
- Network configuration
- VPN support
- MS 365 applications
Timeline
Senior Associate
NTT DATA
12.2024 - 06.2025
Technical Consultant
HM Consultancy Services
02.2023 - 10.2024
Sr Technician
Dell International Services
07.2021 - 02.2023
Bachelors of Computer Applications -
Arni University
09.2014 - 10.2017