Manohar Oberoi
New Delhi
Summary
Seasoned Technical Support Representative with a proven track record at IBM, adept in technical troubleshooting and fostering customer relationships. Excelled in resolving complex hardware and software issues, enhancing user satisfaction. Skilled in Active Directory management and network configuration, significantly contributed to team knowledge sharing and IT best practices.
Overview
6
6
years of professional experience
8
8
Certification
Work History
Representative, Customer Service
Kyndryl
Gurugram
09.2021 - Current
Delivered comprehensive technical support across phone, email, and in-person
channels, ensuring timely resolution of hardware, software, and network issues.
Diagnosed and resolved technical problems related to desktops, laptops, printers,
and mobile devices.
Installed, configured, and maintained operating systems and software applications.
Efficiently managed user accounts and access rights, leveraging Active Directory to
enhance system security and user accessibility.
Streamlined support request management using advanced ticketing systems,
improving response times and issue tracking.
Collaborated with other IT teams to escalate and resolve complex issues.
Documented troubleshooting procedures and solutions for the knowledge base.
Technical Support Representative
IBM
Gurugram
04.2019 - 09.2021
Assisted with troubleshooting hardware and software issues for employees.
Installed and configured software applications on desktops and laptops.
Provided technical assistance to users with email setup, password resets, and
account access.
Conducted hardware and software inventory management.
Contributed to the development of technical documentation and training
materials.
Education
B.Com(Pass) -
Delhi University (School of Open Learning)
New Delhi, India01-2013
High School Diploma -
Sarvodya Boys Senior Secondary School
New Delhi, India01-2009
Skills
- Technical troubleshooting
- Customer service skills
- Operating systems (Windows, Linux)
- Active Directory management
- ServiceNow
- Microsoft Azure Fundamentals
- Cloud Computing Concepts (IaaS, PaaS, SaaS)
- Azure Virtual Machines, Storage, and Networking
- Azure Active Directory and Identity Management
- Cloud Security Best Practices in Azure
- Azure Resource Management (ARM) and Governance
Certification
CompTIA A+ Certification
Service Desk Analyst v8 (SDA) Certified
Microsoft Azure (AZ-900)
Microsoft Azure Administrator (AZ-104)
Microsoft 365 Certified: Fundamentals
Microsoft Certified: Security, Compliance, and Identity Fundamentals
Advanced Certification in Cloud Computing affiliated by iHUB DivyaSampark, IIT Roorkee
Languages
Hindi
First Language
English
Proficient (C2)
C2
Affiliations
- Azure Cloud Enthusiast – Continuously learning and staying up to date with Azure Cloud technologies, focusing on cloud architecture, management, and implementation best practices.
- Service Desk Technician (5 years at Kyndryl & IBM) – Provided technical support to users, resolving hardware, software, and network issues while improving troubleshooting skills, customer service, and service delivery.
- IT Support and Troubleshooting (Kyndryl & IBM) – Gained hands-on experience in providing remote and on-site support, managing incidents, and ensuring client satisfaction across diverse IT environments.
- Customer Service Skills Development – Enhanced communication and conflict resolution abilities through a combination of volunteer roles and professional experience, with a focus on improving customer satisfaction.
Accomplishments
- Employee of the Month, Kyndryl
Recognized for exceeding customer satisfaction targets and resolving high-priority incidents with efficiency and professionalism. - Top Performer – Customer Satisfaction, 2023
Achieved a 100% customer satisfaction score, demonstrating exceptional communication and problem-solving skills. - Special Recognition for Cross-Department Collaboration
Recognized for effective collaboration with IT and HR departments to resolve complex technical issues, improving cross-functional communication.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPaid time offWork from home optionHealthcare benefitsPersonal development programsTeam Building / Company Retreats4-day work weekPaid sick leave401k matchStock Options / Equity / Profit SharingQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Interests
Technology & IT
Problem-Solving & Troubleshooting
Learning & Certifications
Customer Service & Communication
Networking & Collaboration
Fitness & Well-being
Travel & Exploration
Timeline
Representative, Customer Service
Kyndryl
09.2021 - Current
Technical Support Representative
IBM
04.2019 - 09.2021
Microsoft Azure (AZ-900)
Microsoft Azure Administrator (AZ-104)
Advanced Certification in Cloud Computing affiliated by iHUB DivyaSampark, IIT Roorkee
B.Com(Pass) -
Delhi University (School of Open Learning)
High School Diploma -
Sarvodya Boys Senior Secondary School
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