KARTIKEYA AGARWAL
Gurugram
Summary
Solution-oriented Technical Support Engineer with 3.5 years in hardware and application troubleshooting, and system administration. Delivered support for small to medium-sized businesses, resolving application, operating system, and hardware issues. Managed Active Directory and device management while integrating cloud services. Experienced in Tier 3 support for Microsoft technologies and proficient with Dynamics 365 ticketing systems.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
Atturra
03.2025 - Current
- Delivered enterprise endpoint, application, network, VPN, hardware, and authentication troubleshooting, with strong ownership and structured escalations to security and infrastructure teams.
- Provided commercial-level L1 troubleshooting and high-volume IT support using Jira for ticket management, ensuring SLA compliance and accurate documentation.
- Managed user identities, licenses and M365 configurations via Microsoft 365 Admin Center, while administering device enrollment, policies, app deployment, and compliance through Microsoft Intune.
- Contributed to knowledge base and process improvements to reduce repeat issues.
Senior Support Escalation Advisor
Concentrix-Microsoft
02.2024 - 12.2024
- Provided Tier 3 technical support for Microsoft Windows and Microsoft Office applications to clients across North America (NA) and EMEA regions.
- Conducted in-depth research and analysis on complex technical tickets to deliver precise and effective resolutions.
- Focused on advanced application and operating system support, ensuring quick recovery and minimal downtime for customers.
- Consistently delivered rapid and accurate solutions, enhancing customer satisfaction and operational efficiency.
Technical Support Engineer
Hewlett Packard (HP)
04.2022 - 01.2024
- Provided comprehensive hardware and application support, troubleshooting, and setup for diverse enterprise clients across North America.
- Delivered expert after-sales support, guiding clients on device functionality and managing contract-related inquiries with Hewlett Packard.
- Utilized Dynamics 365 as a primary ticketing system to efficiently manage, track, and resolve complex technical issues.
- Contributed to seamless system functionality by assisting with the integration of HP solutions with cloud environments.
- Analyzed and tracked support cases to identify trends and implement proactive strategies, significantly improving overall support methodologies and client satisfaction.
Education
B.Tech/B.E. - Computers
Graphic era University
12th - English
CBSE
02.2015 - 01/2017
10th - English
CBSE
03.2013 - 01/2015
Skills
- IoT And Embedded Systems
- Housekeeping Management
- Cloud Computing
- Application Support
- Technical Support
- Service Now Ticketing
- Microsoft Azure
- Python
- Troubleshooting
- Troubleshooting Network Problems
- Microsoft 365 Admin Center
- Microsoft Intune (MDM/Endpoint)
- Jira Service Management (ITSM Ticketing)
- IT Troubleshooting
- Commercial IT Support
- User Access & Identity Management (IAM)
- Device Compliance & Enrollment
- Conditional Access
- VPN & Network Diagnostics
- SLA & CSAT
- ITIL Practices
Certification
- MS 900: Microsoft 365 Certified: Fundamentals
- AZ900: Azure Fundamentals
Projects
IOT Based Smart Dustbin, 3 Months, Designed and implemented a smart dustbin system featuring automated lid operation upon approach, real-time trash level monitoring, and user notifications when full.
Smart Locking System, 3 Months, Developed an internet-connected smart lock capable of remote locking/unlocking and offering multiple access methods, including a built-in keypad for manual password entry.
Sentiment Analysis, 3 Months, Created a tool to systematically identify, extract, quantify, and analyze effective states and subjective information from text data.
Web Crawler, 3 Months, Developed a program designed to visit websites, read their pages, and extract information to create entries for a search engine index.
Languages
- Hindi
- Japanese
- English
- Hindi
- Japanese
Languages
English
Proficient
C2
Hindi
Proficient
C2
Japanese
Intermediate
B1
Timeline
Service Desk Engineer
Atturra
03.2025 - Current
Senior Support Escalation Advisor
Concentrix-Microsoft
02.2024 - 12.2024
Technical Support Engineer
Hewlett Packard (HP)
04.2022 - 01.2024
12th - English
CBSE
02.2015 - 01/2017
10th - English
CBSE
03.2013 - 01/2015
B.Tech/B.E. - Computers
Graphic era University