Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Tarun Mohan

New Delhi

Summary

Experienced and forward-thinking Service Desk Technician with 9+ years of proven expertise in managing IT support operations, leading technical teams and delivering high-quality end-user support.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Technical I, Global Service Desk

Concentrix
Gurugram
11.2019 - Current
  • Lead Global Service Desk operations supporting 24/7 enterprise environment, managing high-volume ticket & call queues, escalations, and technical workflows across multiple time zones using ServiceNow.
  • Act as SME for end-user technologies including Microsoft 365, Active Directory, VPN (Cisco, Forticlient, Global Protect), RDP, Remote Access Tools and MFA.
  • Serve as a Level 1 Business Recovery Coordinator, executing business continuity (BC) and documentation during outages ensuring relevant teams are engaged in real-time to recover and eliminate business disruptions.
  • Develop technical docs, standard operating procedures, and internal knowledge base articles to improve resolution times and on-boarding.
  • Mentor & guide junior techs, create training materials, conduct knowledge-sharing sessions, quality adherence and monitoring.
  • Troubleshoot and resolve complex level 1/2 incidents, ensuring SLA compliance and exceptional user experience across business-critical systems.
  • Analyze incident trends, contribute to root cause analysis and recommend services improvements to reduce recurring issues.

Technical Support Advisor

Convergys Daksh
Gurugram
10.2017 - 09.2019
  • Company Overview: Convergys was acquired by Synnex and integrated into Concentrix on October 2018.
  • Experienced and customer-focused Technical Support Advisor with a proven track record of delivering high-quality technical assistance for AT&T products and services.
  • Skilled in diagnosing and resolving issues related to internet connectivity, wireless devices, VoIP and network equipment through Chat.
  • Consistently exceed performance benchmarks in CSAT, FCR (First Contact Resolution), QA scores and AHT,
  • Collaborate with Teir 2 and backend teams for escalation or complex cases requiring policy or system-level intervention.

Advisor, Amazon Seller Support International

Concentrix
Gurugram
09.2015 - 04.2017
  • Serve as the primary point of contact for third-party sellers across global marketplaces, providing expert guidance on account health, listing optimization, FBA logistics, and policy compliance.
  • Collaborating with internal teams including Payments, Catalogs, and Performance to coordinate solutions and escalate high-priority or sensitive cases.
  • Recognized for consistent performance in handling complex cases, mentoring peers and maintaining high standards for both productivity and seller satisfaction.
  • Participate in pilot testing and feedback loops for new workflows, features rollouts and platform enhancements designed to optimize seller experience.

Education

Bachelor of Arts -

Suresh Gyan Vihar
Jaipur, India
11-2024

High School Diploma -

NIOS
Delhi
10-2012

Skills

  • Technical support
  • Incident management
  • ServiceNow proficiency
  • Customer service
  • Team management
  • Business continuity

Accomplishments

  • Selected as a Shift Lead
  • Selected as Subject Matter Expert
  • Promoted to Technical 1
  • R&R Winner ( 2021,2022,2023)
  • IJP Selection to Sr Technical Representative from AT&T Advisor II Technical Support
  • Superstar of the Month (August 2018) AT&T
  • Superstar of the Month (July 2018) AT&T
  • Superstar of the Month (June 2018) AT&T

Certification

  • ITIL CNX
  • Social Engineering CNX
  • Empathy and Assurance CNX
  • Information Security and Data Privacy CNX
  • Fraud Prevention, Detection and Reporting CNX

Languages

English
First Language
French
Beginner
A1

Timeline

Technical I, Global Service Desk

Concentrix
11.2019 - Current

Technical Support Advisor

Convergys Daksh
10.2017 - 09.2019

Advisor, Amazon Seller Support International

Concentrix
09.2015 - 04.2017

Bachelor of Arts -

Suresh Gyan Vihar

High School Diploma -

NIOS

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