Shree Ram

Proactive and detail-oriented IT Support Specialist with over 5.5 years of experience in providing technical support and asset management in enterprise environments. Skilled in troubleshooting networks, OS, VPN, Office 365, and remote desktop applications. Experienced in ticket management using ServiceNow and has a proven track record of handling asset management cycles.

Adept at resolving technical incidents efficiently while ensuring high customer satisfaction and strong communication skills with the ability to work collaboratively in fast-paced, 24x7 support environments.

Specialist - IT Support - HCL Technologies - Chennai, India

(2022-12)

• Delivered high level technical support for end-users through remote tools, resolving issues related to Windows OS, Office 365, VPN, and hardware.
• Maintained End-to-End IT Hardware Asset Lifecycle, ensuring 100% accuracy in the Asset Management Database
• Supported new hire onboarding by configuring user profiles, software installation and troubleshooting initial access/login issues, basic network related issues.
• Managed relationships with vendors and OEMs, streamlining warranty repair process to ensure rapid resolution of hardware failures and 100% equipment uptime.
• Conducted regular physical audits and reconciled data on assets to effectively manage the asset utilization.
• Lead PC Refresh Project, overseeing the end-to-end migration of legacy hardware to modern systems for 700+ users while ensuring 100% data integrity and seamless asset tracking throughout the transition.
• Managed IT Stores and Inventory, maintaining optimal buffer stocks to prevent operational downtime.

Technical Support Associate - Tech Mahindra - Chennai, India

(2021-10 - 2022-12)

• Provided 24x7 L1 support to enterprise users for login, application, VPN, and connectivity issues.
• Troubleshoot and resolve incidents using ServiceNow ticketing system with SLA-driven response.
• Assisted users with password resets, email configuration, basic Citrix access, and remote troubleshooting.
• Generated daily/weekly Reporting & Analytics on asset health, ticket trends, and operational KPIs for senior leadership.
• Maintained detailed ticket logs and resolution steps for future knowledge base references

Business Development Associate - Byju's Learning App - Bangalore, India

(2020-08 - 2021-10)

• Gained valuable customer engagement and team collaboration experience.
• Collaborated with teams to meet KPIs and contributed to customer satisfaction goals.
• Developed persuasive communication and client handling skills.

Master of Business Administration - Annamalai University (2021-07 - 2023-05)

Bachelor of Technology - Kalasalingam Academy of Research and Education (2016-07 - 2020-06)