NAMAN PORWAL
Sr technical support Advisor
Gurgaon
Summary
Experienced Technical Support Advisor with strong command of Microsoft Office applications, particularly Teams, and extensive knowledge of Azure Active Directory and Networking fundamentals. Currently excelling at Concentrix, efficiently managing tickets and delivering real-time support while maintaining exceptional communication skills. Previously at Teleperformance, provided comprehensive support for Adobe Applications and adeptly troubleshooted across various platforms including Mac, Windows, iOS, and Android.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Sr. Technical Advisor
Concentrix
10.2023 - Current
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Developed strong relationships with key clients, fostering trust in our support services as an extension of their own IT departments.
- Maintained a high level of expertise in company products, staying up-to-date on new features and updates to better assist customers.
- Optimized client experiences, tailoring communication styles to individual customer needs.
- Increased first-call resolution rates, implementing thorough diagnostic methods and tools..
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
- Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
- Collaborated with product development teams to report bugs and suggest improvements based on client feedback.
- Retained valuable clients by consistently delivering exceptional service while addressing their technical needs.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
Subject Matter Expert (SME)
Telepeformance
10.2021 - 10.2023
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Conducted root cause analysis on recurring issues to identify patterns and develop long-term solutions.
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
- Installed, configured, and monitored new system features based on user needs.
Assistance Executive
Ienergizer
02.2020 - 07.2021
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Education
Bachelor of Commerce - Commerce
Shyamlal College(eve) Delhi University
New Delhi, India 08.2016 - 07.2020
Senior Secondary - Commerce
St Joseph Sr Sec School
Dibiyapu,Auraiya 04.2001 -
High School - Science Education
St Joseph Sr Sec Schol
Dibiyapur,Auraiya 04.2001 -
Skills
Training and mentoring
Strategic Thinking
Creative solutions
Strong analytical skills
Teamwork and Collaboration
Problem-solving aptitude
System Troubleshooting
Technical Troubleshooting
Application installations
Remote Support
Ticket management
Microsoft 365 Application support specialty in MS teams Resolved Technical issues related to Session Border Controller (SBC) Microsoft Teams Room (MTR)
Adobe product Application Support
Azure Active Directory Support
Networking (TCP/IP)
Certification
Adobe Certified professional
Languages
English
Hindi
Disclaimer
Dear sir,
I hope this resume finds you in the best of the Spirit. As per the market scenario and educational qualification, I am looking for the Job to foster & sharpen my knowledge in the field of Business Process Outsourcing related to my knowledge.
I hereby declare that the information furnished above is true to the best of my knowledge.
Looking forward to your support.
Place: GURUGRAM
Date: __/__/2023
Signature
Timeline
Sr. Technical Advisor
Concentrix
10.2023 - Current
Subject Matter Expert (SME)
Telepeformance
10.2021 - 10.2023
Assistance Executive
Ienergizer
02.2020 - 07.2021
Bachelor of Commerce - Commerce
Shyamlal College(eve) Delhi University
08.2016 - 07.2020
Senior Secondary - Commerce
St Joseph Sr Sec School
04.2001 -
High School - Science Education
St Joseph Sr Sec Schol
04.2001 -
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