Nikhil Gautham

• Assist commercial customers with troubleshooting and resolving issues related to HP laptops, desktops, and other commercial products
• Address inquiries on both software and hardware levels
• Perform re-imaging of HP laptops and desktops as part of support process, ensuring that customers receive fully functional and optimized systems
• Handle priority issues promptly, ensuring that critical customer problems are given immediate attention and resolution
• Manage customer escalations and elevations, collaborating with appropriate teams or higher-level support to resolve complex issues and ensure customer satisfaction
• Take ownership of customer accounts, providing personalized support and building strong relationships with commercial clients
• Develop and maintain deep understanding of HP commercial products, configurations, and compatibility to effectively address customer inquiries
• Maintain comprehensive and accurate records of customer interactions, technical solutions provided, and issue resolution for reference and reporting
• Educate customers on proper use of HP commercial products, software features, and best practices to optimize their experience
• Strive for high-quality support interactions, ensuring that customers receive accurate and effective solutions in professional manner
• Work collaboratively with cross-functional teams, including technical teams and engineers, to escalate and resolve complex technical issues
• Educate employees and stakeholders about security best practices, raising awareness of potential risks, and promoting security-conscious culture.

From May 2023-September 2023

• As part of special assignment monitored and assisted chat agents in comprehending requirements and supported them in troubleshooting complex queries.
• Interacting with customers and analyzing their experiences, compiling feedback and scrutinizing issues to consistently ensuring overall quality and rating.

• Assist end users with issues related to Veritas applications on both Windows and Mac devices
• Troubleshoot problems to ensure timely and satisfactory resolution for customers
• Log user calls and incidents related to Veritas applications and document them in ServiceNow Platform
• Accurate documentation is essential for effective tracking and reporting
• Resolve technical issues or queries within defined SLA through phone or chat support
• Meeting SLAs is crucial for maintaining customer satisfaction
• Efficiently handle and prioritize incidents based on their severity to ensure critical issues are addressed promptly
• Manage user accounts in Active Directory, which involves creating, modifying, and deactivating accounts based on user needs and access requirements
• Troubleshoot network-related issues for end users, which could involve connectivity problems, internet access, or other network-related challenges
• Perform re-imaging of Windows laptops for end users as part of specific project, likely involving migration to Windows 10 version 20H2
• Analyze technical issues with high call volume and generate reports
• Identifying trends and patterns in reported issues can help improve support processes and prevent recurring problems
• Assist end users in enrolling their company-provided mobile phones on Intune Company Portal and perform Jamf registration for Mac devices
• These tasks likely involve managing mobile device management (MDM) solutions.