Karthik

Dedicated Technical Support Engineer with 2 years of experience in troubleshooting hardware, software, Onboarding of new employees and network-related issues. Skilled in providing remote and on-site technical assistance, resolving customer queries, and maintaining high customer satisfaction. Strong knowledge of Windows/Mac environments, ticketing systems, networking concepts, and IT support processes, Linux scripting, SQL management, Asset database management, Inventory Management.

Technical Support Engineer at HCL Technologies pvt ltd (2024-08 – Present)

• Provided Level 1, Level 2 and Level 3 technical support for desktop, application, and network-related issues.
• Conducted physical and virtual onboarding for more than 1500+ employees.
• Diagnosed and resolved hardware/software problems for 2000+ users.
• Managed incident tickets using ServiceNow and ensured SLA compliance.
• Assisted in configuring and maintaining Windows systems, printers, VPNs, and email accounts.
• Collaborated with system administrators to resolve escalated issues.
• Created troubleshooting documentation and user guides to reduce recurring issues.
• Supported end users through phone, email, and remote desktop tools.
• Installed, configured, and updated operating systems and business applications.
• Monitored system performance and performed routine maintenance tasks.
• Troubleshot network connectivity, login, and access-related issues.
• Maintained asset inventory and documented support activities.
• Achieved 95% customer satisfaction rating through timely issue resolution.

Bachelor of Technology (B.Tech) in Information Technology – Sreenidhi institute of science and technology (2019 – 2023)