Kushal Chopra
Pune
Summary
Accomplished Sr. Support Engineer with extensive experience in technical support and system administration, specialising in Microsoft Azure and Office 365 environments. Proven track record of resolving complex technical issues, enhancing customer satisfaction, and managing subscription services for global clients. Demonstrated expertise in troubleshooting techniques, customer relationship management, and technical documentation. Adept at providing user training and remote desktop support to optimise IT operations. Career goal: to leverage technical skills and leadership abilities to drive innovation and efficiency in IT service delivery.
Overview
16
16
years of professional experience
Work History
Level 2 IT Support Engineer
Synoptek Pvt Ltd
Hybrid
08.2025 - 03.2026
- Facilitated support for mobile devices and applications to enhance remote access solutions.
- Collaborated with IT teams to troubleshoot network issues, reducing downtime and increasing user satisfaction.
- Managed customer complaints through clear communication and effective problem-solving strategies.
- Identified issues, analyzed information, and delivered targeted solutions.
- Addressed customer concerns while escalating major issues to supervisor for resolution.
- Resolved customer queries using effective communication and systematic solutions.
- Actively listened to customers to comprehend requests and resolve concerns effectively.
- Supported mobile devices and applications, addressing the growing need for remote access solutions.
- Collaborated with IT teams to troubleshoot complex network issues, resulting in decreased downtime and increased user satisfaction.
IT Administrator
Alcor Solutions Pvt Ltd
Noida, India
09.2022 - 04.2025
- Diagnosed hardware and software issues, implementing action to prevent reoccurrence.
- Installed and maintained IT equipment and software to meet workflow requirements.
- Improved and maintained existing IT processes and system documentation to create easy to use reference guides.
- Provided technical support and guidance to staff, enhancing their understanding of system functionalities.
- Updated hardware and software requirements to navigate system-wide changes, preventing backlogs and inefficiencies.
- Documented system configurations and changes meticulously, maintaining a reliable reference for troubleshooting.
- Administered user accounts, permissions, and access rights, maintaining strict data security protocols.
- Managed and monitored system performance, implementing upgrades to enhance efficiency across the network.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Provided end-user support and training, enhancing staff productivity through the efficient use of technology.
- Installed and configured various software and hardware for smooth-running systems operation.
- Participated in on-call rotation, providing round-the-clock support to address critical system issues.
- Configured and administered network services such as DNS, DHCP, and email protocols for seamless connectivity.
Technology Analyst
Diverse Lynx Pvt Ltd
Pune, India
02.2022 - 07.2022
- Resolved complex technical issues swiftly, minimising downtime and maintaining high levels of user satisfaction.
- Gathered and defined user requirements for system updates.
- Diagnosed migrated user mailboxes that are not able to access their mailbox.
- Post-migration, working on issues related to calendar entries.
- Post-migration, working on missing emails.
Sr. Support Engineer
Microsoft
Bangalore, India
06.2021 - 10.2021
- Assist Microsoft partners with troubleshooting on the Partner Centre portal.
- Relationship between Indirect Provider and Customer.
- Assisting when there is trouble in purchasing a subscription from the Partner Centre.
- Transfer Azure subscription from one CSP to another CSP.
- Issues related to Exchange Online/Office 365 raised by Global Administrators of different companies at L3 level, mainly Directors of IT, CEOs of small businesses from the US, etc.
Technical Support Engineer
Nixol Pvt Ltd
Pune, India
03.2021 - 05.2021
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Helped customers set up new systems, applications and software.
- Resolved service user requests within target timeframes.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Used remote access to navigate and link to customer computers.
- Coordinated with external support services to resolve complex technical problems that required specialised expertise.
- Installed and set up applications for clients, including anti-virus software and Microsoft office.
- Installed new hardware and software to meet system specifications and user needs.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
Senior Technical Support Advisor
Tech Mahindra
Pune, India
03.2016 - 07.2018
- Helped customers set up new systems, applications and software.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Resolved service user requests within target timeframes.
- Used remote access to navigate and link to customer computers.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
- Logged and completed reports to submit technical details to management.
- Kept detailed records of new installations and related licenses.
- Assessed user feedback to identify areas for improvement in IT services, contributing to continuous service enhancement.
- Oversaw the creation of a knowledge base for common technical issues, enabling quicker issue resolution.
Senior Support Engineer
Convergys
Pune, India
06.2013 - 02.2016
- Resolved service user requests within target timeframes.
- Administered Office 365 services, including Exchange Online, SharePoint Online, and OneDrive for Business to boost workplace efficiency.
- Managed user accounts, permissions, and access, ensuring seamless collaboration and communication across departments.
- Configured and maintained mail flow rules and connectors, ensuring reliable email delivery and compliance with organisational policies.
- Kept abreast of new Office 365 features and updates, continually enhancing system capabilities and user knowledge.
- Need to troubleshoot with customers on issues related to Exchange Online.
- Resolves issues related to migrations, Outlook issues, and portal issues (Office 365).
- Helped to perform IMAP migrations for 10 to 100 users.
- Assisted in performing cutover migrations from Exchange 2010 for 500 to 2000 users.
- Have assisted in performing a staged migration from Exchange 2007 to Office 365 (500 to 1,000).
Customer Guided technician
IBM Global Daksh
Pune, India
08.2010 - 12.2011
- Provided technical support and guidance to customers, resolving queries regarding internet connectivity and hardware.
- Collaborated with IT teams to troubleshoot complex network issues, resulting in decreased downtime and increased user satisfaction.
- Configured routers for end users.
- Managed a high volume of customer calls per day, efficiently resolving issues and providing accurate information.
Education
Bachelor of Arts - Economics
Christ College, Pune
Pune2013
Skills
- Troubleshooting techniques
- Customer relationship management
- Technical documentation
- Subscription management
- Technical support
- System administration
- Hardware installation
- User training
- Communication skills
- Customer support
- Customer Service
- IT support
- Remote desktop support
- Technical issues analysis
- Microsoft Azure
Languages
English
Proficient
C2
Hindi
Proficient
C2
Punjabi
Intermediate
B1
Marathi
Beginner
A1
Timeline
Level 2 IT Support Engineer
Synoptek Pvt Ltd
08.2025 - 03.2026
IT Administrator
Alcor Solutions Pvt Ltd
09.2022 - 04.2025
Technology Analyst
Diverse Lynx Pvt Ltd
02.2022 - 07.2022
Sr. Support Engineer
Microsoft
06.2021 - 10.2021
Technical Support Engineer
Nixol Pvt Ltd
03.2021 - 05.2021
Senior Technical Support Advisor
Tech Mahindra
03.2016 - 07.2018
Senior Support Engineer
Convergys
06.2013 - 02.2016
Customer Guided technician
IBM Global Daksh
08.2010 - 12.2011
Bachelor of Arts - Economics
Christ College, Pune