Suraj S Christopher

Analyst II – Senior Technical Specialist - Hewlett Packard Enterprise (DXC Technologies)

Delivered L1/L2 technical support via phone, email, and remote tools for global enterprise users.
Provided end-to-end ownership of incidents and service requests from creation to closure, sending timely updates to users.
Maintained excellent ticket hygiene in ServiceNow, including proper categorization, detailed notes, and backlog management.
Managed Active Directory tasks such as user account provisioning, password resets, account unlocks, and group permissions.
Troubleshooting enterprise applications and collaboration tools including Microsoft Outlook, M365, Teams, and Zoom.
Resolved network and remote access issues involving VPN, TCP/IP, DNS, DHCP, and supported Mobile OS (iOS & Android) apps.
Updated and maintained team knowledge base articles and standard operating procedures (SOPs).
Escalated critical issues to senior infrastructure and network teams and followed up until resolution.

Level 2 Technical Support Engineer - Hewlett Packard (Quess IT Staffing)

(2023-01 - 2026-01)

Provided L2 technical support to over 1,000 users, fixing hardware, software, and network issues remotely.
Handled dedicated VIP and premium support for commercial business lines including HP EliteBook, ProBook, Spectre, and OMEN systems.
Focused on First Contact Resolution (FCR) on inbound calls to resolve user issues quickly.
Used Customer Service Workplace (CSW) for system configurations, remote updates, and diagnostics.
Documented troubleshooting steps and solutions in the team knowledge base

IT Analyst - Cisco (Cameo Global)

(2022-01 - 2023-01)

Managed user account provisioning and Multi-Factor Authentication (MFA) setup
Troubleshooting hardware and software issues for corporate Lenovo laptops.
Maintained an average handle time (AHT) of 12 minutes for quick ticket resolution.
Coordinated with Tier 2 support teams and internal departments to resolve escalations.

About