Himanshu Wadhwa
Technical L1 Support Executive
Delhi
Summary
To secure a challenging position in a reputable organization to expand my learning’s, knowledge, and skills. Detail-focused Technical Assistant lends expert helping hand to installing, running and managing complex hardware and software deployments. Brings more than 3 Years years of experience detecting, fielding and resolving support needs. Marries problematic installations to pull optimum performance. Extensive understanding of common IT performance degradation issues to serve as face of tech support department. Detail-oriented approach to assembling and customizing products according to specific organizational need.
Overview
5
5
years of professional experience
14
14
years of post-secondary education
3
3
Languages
Work History
Tech Support
Wipro
09.2019 - 03.2020
- Offered tech support to 100+ paralegals and attorneys.
- Served as a liaison between customers and tech support teams when needed.
- Enhanced user experience by providing timely and effective tech support to students and faculty.
- Streamlined internal processes for increased efficiency and better resource allocation within the tech support team.
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.
- Proactively sought feedback from clients to identify areas for improvement in the L1 Support Engineer role, implementing changes where necessary to enhance service quality.
- Contributed to company growth by consistently meeting or exceeding performance metrics in the L1 Support Engineer role.
- Configured and tested new software and hardware.
Customer Support Advisor
Concentrix
09.2021 - 01.2022
- Generated reports to track performance and analyze trends.
- Contributed to the development of a new training program for incoming Customer Support Advisors, improving onboarding experience.
- Promoted a positive work environment by actively contributing ideas during team meetings aimed at enhancing overall productivity.
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
- Responded to customer requests for products, services, and company information.
- Created user accounts and assigned permissions.
- Managed high call volume while maintaining a professional demeanor and ensuring first-call resolution.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
Senior Technical Support Engineer
Teleperformance
01.2022 - Current
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Configured hardware, devices and software to set up work stations.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
Education
10th -
KIDS CORNER HAPPY SR.SEC. SCHOOL
12TH -
AMARDEEP COLLEGE OF ENGINEERING AND MANAGEMENT
Firozabad, India 04.2001 - 04.2015
Bachelors of Commerce -
AMARDEEP COLLEGE OF ENGINEERING AND MANAGEMENT
04.2001 -
Skills
Personal Information
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
Disclaimer
I hereby declare that the above mentioned details given by me are true to the best of my knowledge.
Accomplishments
- Achieved Star employee reward by completing task with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
.
Timeline
Senior Technical Support Engineer
Teleperformance
01.2022 - Current
Customer Support Advisor
Concentrix
09.2021 - 01.2022
Tech Support
Wipro
09.2019 - 03.2020
12TH -
AMARDEEP COLLEGE OF ENGINEERING AND MANAGEMENT
04.2001 - 04.2015
Bachelors of Commerce -
AMARDEEP COLLEGE OF ENGINEERING AND MANAGEMENT
04.2001 -
10th -
KIDS CORNER HAPPY SR.SEC. SCHOOL
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