Sameer Gupta
Dubai
Summary
Senior Specialist Senior Specialist with an Advanced understanding of ITIL framework for business IT service management backed by 8+years of professional service in broad domain of business from medium to large enterprise. Job Skills gained throughout the career.
Overview
9
9
years of professional experience
Work History
Sr. Specialist
HCL Technologies
08.2020 - 08.2022
- Providing both strategic and technical support and guidance in managing and resolving technical issues
- Working as part of IAM Team with other Line Managers to manage Incidents and continuous service improvements
- Handling tracks such as Service Desk, RDS and Infosec while working as a EUC Supervisor
Technical Support Engineer
Adobe Systems
10.2018 - 04.2020
- Diagnosing and assisting Enterprise Users in setting up their applications
- Resolving issues within workflows
- Assisting managers in configuring the document software according to their requirement.
Support Desk Analyst
NanoByte Solutions Pvt Ltd
07.2016 - 07.2018
- Onsite Exposure (Went to Melbourne on cross training related to Virtualization)
- Used ticketing systems to manage and process support actions and requests.
- Provided on-call support for critical issues related to Network Infrastructure.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Technical Support (Manager)
Techs From Scarlett LLP
08.2015 - 07.2016
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Promoted efficiency among departments with prompt resolution of system issues.
Technical Support Executive
Kaizen Kraft Technologies
11.2013 - 08.2015
- Responded to customer inquiries and provided technical assistance over phone and in person
- Diagnosed and troubleshot hardware, software and network issues
Education
B.Tech - Information Technology
Academy Of Business & Engineering Sciences
India06.2009
Intermediate -
Pioneer Montessori Inter College
India05.2003
Skills
- Service Delivery
- ITIL Best Practices
- Customer Experience
- Performance Management
- Service Ticket Tracking
- Continuous Quality Improvement (CQI)
- Performance Review
- Incident Response
- Service Desk Team Management
- Issue Tracking Management
- Customer Satisfaction
- Leadership
Timeline
Sr. Specialist
HCL Technologies
08.2020 - 08.2022
Technical Support Engineer
Adobe Systems
10.2018 - 04.2020
Support Desk Analyst
NanoByte Solutions Pvt Ltd
07.2016 - 07.2018
Technical Support (Manager)
Techs From Scarlett LLP
08.2015 - 07.2016
Technical Support Executive
Kaizen Kraft Technologies
11.2013 - 08.2015
B.Tech - Information Technology
Academy Of Business & Engineering Sciences
Intermediate -
Pioneer Montessori Inter College
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