About
Highly analytical and results-driven Cybersecurity student with extensive experience in high-volume IT support environments, specializing in enterprise network security and cross-platform system management. Proven ability to achieve exceptional customer satisfaction and first-time resolution rates while optimizing technical operations and leading team-wide improvements. Eager to leverage a strong foundation in cybersecurity principles and hands-on technical expertise to contribute to advanced security and IT operations roles.
Work
Rexburg, ID, US
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Summary
Currently leading advanced IT support operations within a university setting, focusing on enterprise network security and cross-platform system management.
Highlights
Achieved a 96% CSAT (Customer Satisfaction) score and high first-time resolution rate by efficiently resolving complex service requests and incidents.
Streamlined Windows and macOS management through the deployment of PXE, Apple (ASM, ADE, Jamf Pro) systems at scale, enhancing operational efficiency and user experience.
Collaborated with the networking team to fortify network security using RBAC, dynamic VLANs, and 802.1X (ClearPass/RADIUS), safeguarding critical infrastructure.
Provided comprehensive support for networked printers, shared drives, and Virtual Desktop Infrastructure (VDI) within a university IT environment, delivering high-impact solutions across diverse academic and administrative units.
Gurugram, Haryana, India
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Summary
Provided high-volume technical support for the North American market, consistently exceeding performance metrics and contributing to knowledge management.
Highlights
Maintained a 92% CSAT and 86% first-time resolution rate, earning 'Outstanding Performance' (Q3 FY20) and ranking as a top training performer.
Enhanced team efficiency by developing and improving over 150 knowledge articles, significantly streamlining issue resolution processes.
Delivered expert B2C support for complex device configurations, system performance diagnostics, and Windows OS troubleshooting.
Proactively optimized internal resources to streamline issue resolution and drove continuous improvements in service quality and knowledge management within a high-volume technical support environment.
Gurugram, Haryana, India
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Summary
Supported a diverse U.S. client base in digital advertising, ensuring high satisfaction and policy compliance as a Subject Matter Expert.
Highlights
Achieved a 92% CSAT and 90% first-time resolution by expertly supporting Google Ads, Analytics, and Merchant Center accounts, enhancing campaign performance and policy compliance.
Served as a Subject Matter Expert, driving team-wide consistency and resolving complex client issues.
Provided B2C client support, optimizing ad strategies and product feeds to maximize client results and ensure strict policy compliance.
Led real-time coaching for a 12+ member team, fostering skill development and improving overall team performance in a fast-paced digital advertising environment.
Gurugram, Haryana, India
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Summary
Configured Cvent platforms and resolved technical issues to facilitate custom event setups and support client needs.
Highlights
Configured and optimized Cvent platforms to support custom event setups, ensuring seamless execution for clients.
Resolved complex technical issues, providing effective solutions that enabled successful event implementations.
Collaborated cross-functionally with internal teams to deliver comprehensive reports and enhance client support processes.
Supported clients effectively via phone and Zoom, addressing inquiries and technical challenges to ensure high satisfaction.
Gurugram, Haryana, India
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Summary
Managed high-volume customer inquiries for American Express, consistently exceeding performance goals and demonstrating leadership potential.
Highlights
Resolved over 30 calls daily concerning American Express app and website issues, including complex escalated cases, maintaining high service standards.
Received a G1/L2 annual performance rating, surpassing established goals and showcasing strong leadership potential.
Provided comprehensive support, troubleshooting a wide range of customer issues to ensure optimal user experience and satisfaction.
Demonstrated exceptional problem-solving skills in a fast-paced customer service environment, contributing to positive customer outcomes.
Gurugram, Haryana, India
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Summary
Provided daily technical support for AT&T customers, troubleshooting internet, TV, and VoIP connectivity issues.
Highlights
Resolved over 15 calls daily, efficiently troubleshooting and resolving internet, TV, and VoIP connectivity issues for customers.
Diagnosed and rectified a wide array of internet problems, including modem/router setup and connectivity drops.
Addressed TV service issues such as set-top box errors, DVR malfunctions, and missing channels.
Troubleshot VoIP issues, including no dial tone, poor call quality, and service setup/activation problems, ensuring reliable communication services.
Skills
Technical Support
IT Support, Troubleshooting, Help Desk, Customer Service, Incident Management, Service Request Management, Remote Support.
Operating Systems
Windows, macOS.
Network & Security
Network Security, RBAC (Role-Based Access Control), VLANs (Virtual Local Area Networks), 802.1X, ClearPass/RADIUS, Enterprise Network, PXE (Preboot Execution Environment).
Device Management
Apple Systems Management (ASM), Apple Deployment Programs (ADE), Jamf Pro, Device Configuration, System Performance, Diagnostics.
Virtualization
VDI (Virtual Desktop Infrastructure).
Digital Advertising
Google Ads, Google Analytics, Google Merchant Center, Ad Strategies, Product Feeds, Campaign Performance, Policy Compliance.
Customer Relationship Management
CSAT (Customer Satisfaction), First-Time Resolution, B2C Support, Client Support, Stakeholder Management, Client Communication.
Process Improvement
Knowledge Management, Internal Resource Optimization, Issue Streamlining, Process Optimization.
Leadership & Mentorship
Subject Matter Expert (SME), Real-time Coaching, Training, Team Efficiency.
Communication
Cross-functional Collaboration, Client Communication, Reporting.