Adesh Bhalerao

IT Helpdesk & Technical Support professional with 24 months of experience resolving hardware, software, and connectivity issues for global enterprise users. Proven track record in SLA adherence, first-contact resolution, and CSAT performance across voice, chat, and email channels. Experienced in customer retention and upselling — consistently meeting VPC targets by identifying the right plans and add-ons for customers.

Seeking a technical support role where strong troubleshooting skills and a customer-first approach drive both satisfaction and revenue.

Advisor — Support at TECH MAHINDRA · VERIZON US (2025-10 – 2026-07)

• Handled 50+ daily contacts (voice & chat) for Verizon Home Internet and mobile device support — activations, connectivity, software setup, and billing-related technical issues.
• Consistently achieved >90% first-contact resolution on Wi-Fi, network, and device performance issues using structured diagnostic workflows.
• Maintained accurate ticket notes and case documentation across ServiceNow, enabling clean escalation paths for network/account complexities.
• Consistently met Value Per Customer (VPC) KPI every cycle by identifying opportunities to upsell Verizon plans, add-ons (perks), and devices — contributing to team incentive targets without compromising customer satisfaction.
• Supported customer retention by addressing dissatisfaction proactively during support interactions, reducing churn risk on escalated contacts.

Operations Representative → Senior Technical Advisor at CONCENTRIX · DELL INTERNATIONAL SUPPORT (2023-12 – 2025-04)

PROMOTED AFTER 10 MOS

• Delivered blended support (chat, voice, email) to global Dell customers — handling 45+ tickets/day across hardware, OS, software, and networking issues.
• Achieved ~88% first-contact resolution rate on laptop/desktop diagnostics; ranked in top 15% of team for FCR consistency.
• Guided users through Windows troubleshooting, driver updates, and application performance issues using structured diagnostic workflows.
• Maintained detailed incident documentation and knowledgebase contributions; consistently met SLA and CSAT targets throughout tenure.
• Acted in a supervisory capacity during the final 4–5 months, reviewing associate cases to validate troubleshooting accuracy and parts dispatch decisions — re-creating incorrect dispatches and coaching associates on root cause analysis to ensure first-time fix.

Bachelor of Computer Application – Manipal University Jaipur (2025-09 – 2028-09)

HSC (Science) – Ahmednagar College, Ahmednagar (2017 – 2018)