Kapil Yadav

• Provide L1 technical support for hardware, software, network, and operating system problems and Assist users with troubleshooting Windows, macOS, Linux, and mobile device and VPN-related issues
• Log, categorize, and prioritize incidents and service requests based on severity and urgency and escalate unresolved issues to second-line support or other network, system admin, and application teams
• Respond to incoming service requests via phone, email, or ticketing system, logging them and prioritizing them appropriately
• Manage Active Directory (AD) user accounts, including creation, modification, and deletion and password resets, MFA configurations, and account unlocks
• Install, configure, and maintain software applications and hardware devices for users
• Onboarding and Offboarding Support and Set up new employees with email accounts, system access, and IT equipment and Ensure deactivation of IT resources and access for offboarded employees
• Document troubleshooting steps, solutions, and procedures in the knowledge base for future reference
• Generate reports on incident resolution times, SLA compliance, request trends, and user satisfaction
• Verify Service Desk tickets for proper notations, tagging, and proper closer process is followed (QC)
• Provide communication to customers in preparation for planned work and unplanned outages

I took a career break from Feb to Jan 2025 due to a family medical emergency, focusing on caregiving. During this time, I prepared intensively for the JLPT N2 exam and pursued an online MBA from Amity University.

• Serve as POC between Microsoft Japan customers and various marketplace stakeholders for IT support requests globally
• Provided operational support using various Microsoft tools, troubleshooting and diagnosing technical issues, and resolving queries raised by Microsoft Japan customers through online Service Desk ticketing system
• Addressed and resolved inquiries, calls, emails, and concerns from Japanese customers, providing accurate and timely responses and delivering exceptional service and support to end-users
• Monitoring Incidents/Alerts volume on CRM tools like Salesforce, Monitoring communication tools like Slack, teams & outlook to track all incoming Major incidents
• Skilled in multitasking and managing priorities, including emails, CRM, monitoring tools, and communications from teams and leadership
• Analyze and visualize data using Power BI and SQL, collaborate with stakeholders for business requirements, manage processes, and update reports and obtain approval from segment leaders for changes in process

• Investigated order details, assessed risks, and identified potential fraud, including account hijacking, spam card usage, and stolen credit card transactions
• Analyzed patterns and trends related to fraudulent activities to enhance detection methods and prevent future incidents
• Translated manuals and provided interpretation support for Japanese and non-Japanese investigators
• Reported fraud patterns in the JP Marketplace and acted as a communication bridge between Japanese and Indian teams
• Conducted Japanese bank calls to verify customer payments
• Ability to effectively manage time and individually prioritize multiple task of competing priority
• Address problems in proactive and knowledge manner to maintain and enhance satisfaction

• Provided interpretation support from Japanese to English and vice versa in in HR department meetings including various meetings such as quality, production, paint shop,PE
• Translated technical documents, including HR Policies, workplace issues, grievances, training manuals, safety reports and work instructions
• Act as a point of contact for Japanese employees regarding onboarding off-boarding of new employees and educate them regarding HR policies and procedures
• Coordinate hiring processes with hiring managers and Japanese department heads
• Address workplace issues, grievances, and disciplinary actions
• Organize training programs and workshops for new Japanese employees
• Support HR and Admin in managing HR software and databases for employee records
• Documents for Japanese expats, including E-FRRO, Pan card, driving licence, Aadhar card, Liquor permit, residence permit, golf booking
• Experience of managing car plan for Japanese expats and business travellers