Ritik Sharma
Ajmer
Summary
Results-driven Technical Support Engineer with expertise in remote troubleshooting, user group management, and SSO configuration. Proven ability to resolve complex issues and enhance customer satisfaction.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
Adobe
Noida
11.2024 - Current
- Provide end-to-end technical support to enterprise administrators for Adobe products and services.
- Create and manage user groups, assign licenses, and deploy packages on user devices and servers.
- Support Identity Providers (IdPs) including Azure Active Directory and Google Workspace. Configure and troubleshoot SSO and SAML integrations, ensuring secure and seamless user authentication.
- Collaborate with cross-functional teams to resolve complex escalations and prevent recurring issues.
Service Desk Support Engineer
Teleperformance
Jaipur
08.2022 - 10.2024
- Resolved technical issues for customers using remote troubleshooting tools.
- Provided timely support via phone, email, and chat channels.
- Documented customer interactions in the ticketing system for future reference.
- Collaborated with cross-functional teams to improve service delivery processes.
- Trained new team members on support protocols and best practices.
- Maintained knowledge of product updates and industry trends to assist customers effectively.
Hardware Executive
Narayani Soft-Tech
Ajmer
02.2019 - 02.2021
- Provided on-site and remote hardware and software support to multiple clients, resolving desktop and laptop-related issues efficiently.
- Diagnosed and repaired hardware faults including RAM, HDD/SSD, motherboard, power supply, and peripheral devices.
- Performed system upgrades (RAM, SSD, OS optimization) to improve system performance and reduce lag and slowness.
- Built and assembled new desktop systems based on client requirements and business needs.
- Installed, configured, and troubleshot Windows operating systems and essential software applications.
- Resolved software-related issues such as OS crashes, boot failures, driver conflicts, and application errors.
- Provided clear technical explanations and guidance to clients, ensuring high customer satisfaction.
Education
Bachelor of Computer Applications - Computer Applications Development
Aryabhatta International College of Technical Educ
Ajmer05-2022
Secondary School Certificate (SSC) – 10th Higher Secondary Certificate (HSC) – 12th - Commerce
Vrindavan Public School
Ajmer05-2019
Skills
- Technical support and troubleshooting
- User group management
- Single sign-on configuration
- Remote diagnostics
- Customer relationship management
- Technical documentation
- Escalation support
Timeline
Technical Support Engineer
Adobe
11.2024 - Current
Service Desk Support Engineer
Teleperformance
08.2022 - 10.2024
Hardware Executive
Narayani Soft-Tech
02.2019 - 02.2021
Bachelor of Computer Applications - Computer Applications Development
Aryabhatta International College of Technical Educ
Secondary School Certificate (SSC) – 10th Higher Secondary Certificate (HSC) – 12th - Commerce
Vrindavan Public School