Keshav Chaudhary

Providing tier-2 technical support for over 15,000 end-users of our
client, Adobe, across the USA and EMEA region.

Support includes Windows, macOS environments, and resolving
95% of tickets within SLA targets using remote diagnostics and
troubleshooting.

Providing support on hardware issues, arranging repairs, and
issuing new hardware by coordinating with our depots across the
USA region.

Managed Identity and Access Management (IAM) workflows via
Okta, onboarding/offboarding 200+ users monthly, while enforcing
MFA, SSO, and role-based access controls to ensure compliance and security.

Supported the Office 365 ecosystem, including Outlook, Teams, and
Slack for teams, while configuring shared mailboxes and channel
permissions.

Diagnosed and resolved cross-platform issues on Windows and
macOS devices, including Active Directory issues, Office 365
migrations, and supporting 1,000+ remote workers.

Conducted proactive system health checks and patch management
for Office 365, Outlook, and Teams, preventing outages, and
achieving 99.9% uptime for enterprise communication tools.

Collaborated with cross-functional teams to integrate Slack with
ServiceNow and Okta for automated notifications, reducing manual
escalations by 40%, and enhancing IT service delivery.

• Providing time bound resolution by running hardware test on the machines and booking dispatch for hardware parts
• Providing resolution for software related issues via dell connect remote session and running required software troubleshooting Responsible for meeting revenue and sales conversion targets and overall customer satisfaction
• Translated complex technical issues into digestible language for non-technical users.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Assisted with updating technical support best practices for use by team.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Helped customers in return process by running test on the smart phones using remote session application SmartCheck, and checking the faults
• Responsible for handling return process of all the product sold on the flipkart website.
• Processed refunds and exchanges in accordance with company policy.
• Reduced product loss 15% over 2 years by maintaining secure environment and workflows.
• Documented returned product details in internal inventory tracking system.
• Collaborated with team members to facilitate returns quickly and provide outstanding customer service.