Siddhant Sagar Verma
Kanpur
Summary
Proven IT professional with 1 year and 5 months of experience as a Graduate Trainee at HCLTech, specializing in technical support and escalation management. Excelled in delivering remote support, enhancing user satisfaction, and resolving issues efficiently with a strong problem-solving mindset. Fluent in troubleshooting and well-versed in IT support processes, ensuring seamless incident resolution. Proficient in Excel and PowerPoint, leveraging data-driven insights to improve operational efficiency. Adept at working under pressure, collaborating with cross-functional teams, and effectively communicating technical solutions to users.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Graduate Trainee
HCLTech
Lucknow
09.2023 - Current
As an IT Service Desk Agent at Staples Inc., I was responsible for troubleshooting technical issues, assisting users in resolving hardware and software concerns, documenting tickets accurately, and following escalation protocols to ensure timely issue resolution. I provided frontline IT support, delivering effective solutions while maintaining a user-friendly approach. My role required strong problem-solving skills, attention to detail, and the ability to communicate technical information clearly to non-technical users. Through this experience, I honed my ability to work efficiently under pressure, collaborate with cross-functional teams, and enhance user satisfaction by providing reliable IT support.
Education
Bachelor of Computer Applications - Computer Science
PSIT College Of Higher Education
Kanpur11-2020
Intermediate - PCM
Kendriya Vidyalaya
Kanpur04-2019
High School - Science
Kendriya Vidyalaya
Kanpur 03-2017
Skills
- Technical support
- Escalation management
- Remote technical support
- Strong communication skills
- Help desk operations
- Online chat support
- ServiceNow (Basic)
- Excel, PowerPoint
- Incident management
- Team Building
- Remote support
Certification
Microsoft Certified: Azure AI Fundamentals
AN INTRODUCTION TO ML, AI, GEN AI AND CHATGPT
HCL Jewels Winners Certificate
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Graduate Trainee
HCLTech
09.2023 - Current
Bachelor of Computer Applications - Computer Science
PSIT College Of Higher Education
Intermediate - PCM
Kendriya Vidyalaya
High School - Science
Kendriya Vidyalaya
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