Karan Popli
Hyderabad
Summary
Technology-inclined professional known for exceptional troubleshooting capabilities and a strong customer-oriented focus. Proven experience in delivering network and software support, alongside the development and implementation of effective technical solutions. Skilled in analyzing system performance and security to enhance user experience while managing multiple projects with precision and attention to detail. Demonstrates strong organizational skills as a collaborative team player committed to achieving optimal results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr Service Desk L2
Milestone technologies
Hyderabad
12.2021 - Current
- Working with end users over the phone, chat, remote session and help resolve access related issues with Azure, AD, SCCM and another Office related apps
- Help users in creating accounts, and access to various other groups within the Azure AD
- Experience in troubleshooting with Microsoft Outlook 2010, 2016, Office 365 and Office 2016, One Note, Exchange server online, Windows network drives and Apple devices
- Experience in troubleshooting and creating accounts in Trios, Tiamo, Malvern Mastersizer 3000, Empower, Lab Solutions
- Assist in cross training and communicate quick fixes
- Participates in research and development initiatives and helps in the implementation of new technologies
- Experience in working with Service Now ticketing system and getting issues escalated to appropriate team within the tool when required
- Experience in managing the team on the floor and working with SLA, AHT, ABN and Call reports by forwarding them to the higher-level management, provided training to the new hires which eventually helped me in process upskill.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
Technical Support Associate
C3i Solutions – HCL Technologies
Hyderabad
01.2015 - 11.2021
- Providing end-to-end technical support and assistance to business clients, helping them navigate processes and procedures and resolving complex issues
- Working with end users over the phone and help resolve issues related to Windows computers, VPNs and other network related issues
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length
- Assisted clients with general support for hardware, peripherals, network connections, and external software
- Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1 technician support.
- Diagnosed and troubleshot hardware, software and network issues
Education
Bachelor of Arts - English
Distance Education | Sikkim Manipal University
true01-2024
High School Diploma -
St Joseph Junior College, Hyd
Hyderabad06-2006
Skills
- Microsoft Windows and Office
- Remote support
- Hardware and software configuration
- Device installation
- Application support
- Identity and Access Management
- Problem-solving abilities
- System Troubleshooting
- Azure Active Directory
- User Account Provisioning
- VPN configurations
- Network troubleshooting
- Administrative support
Certification
- Completed Certification in Introduction to service management with ITIL 4 from Udemy
- Completed Certification in Identity and Access Management (IAM) from Udemy
- Completed Certification in Active Directory & Group Policy from Udemy
- Microsoft 365 Certified: Security Administrator Associate
Timeline
Sr Service Desk L2
Milestone technologies
12.2021 - Current
Technical Support Associate
C3i Solutions – HCL Technologies
01.2015 - 11.2021
- Completed Certification in Introduction to service management with ITIL 4 from Udemy
- Completed Certification in Identity and Access Management (IAM) from Udemy
- Completed Certification in Active Directory & Group Policy from Udemy
- Microsoft 365 Certified: Security Administrator Associate
Bachelor of Arts - English
Distance Education | Sikkim Manipal University
High School Diploma -
St Joseph Junior College, Hyd
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