Shailesh Bhargava

SHAILESH BHARGAVA 208-B, Gulmohar Greens, Mohan Nagar-201007, Ghaziabad (U.P.) Phone:- - OBJECTIVE Considering career progression within similar domain of expertise in dynamic organization. CAREER SUMMARY A competent IT support professional with a proven track record of providing specialist technical and helpdesk support. Experience of working in the front line helping clients and colleagues resolve complex technical IT issues. Engineering student with 6+ years of experience in customer service. Experience working in business to business and business to customer environment. Highly dependable and proven record of creativity. Strong communication and interpersonal skills, commitment to customer satisfaction. RELEVANT SKILLS COMMUNICATION & PEOPLE SKILLS Consistently maintain a positive attitude and enjoy helping people. Accurately record, remember, and verbally communicate detailed information. Provided technical support for first call resolution of 100+ reported issues weekly via telephone, email, and remote desktop control. CUSTOMER RELATIONS Good customer service and data management skills. Resolved issues by researching documentation, troubleshooting hardware, software, guiding client through corrective steps, escalating problems to second level, tracked status of problems and solutions. Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators. EMPLOYMENT HISTORY Adobe Systems Product Support Consultant April. 2017 –Feb,2020 Providing technical support to Adobe premium clients. Providing support to InDesign and Illustrator users. Trained on windows and mac both environment. HCL Technologies (Infra Division) Analyst Dec. 2014 – Mar.2017 Working in global help desk environment, assisting Exxon Mobil employees. Used Remedy ticketing system to document client issues, escalations, and solutions. Provided technical support for VIP users to include setting up computers, passwords, rights and responsibilities using Active Directory. Acted as subject matter expert for tier 1 and 2 issue assignment. Performed quality assurance check of tickets processed by team. Teleperformance India Tech Support Advisor Mar. 2013 – Aug. 2014 Provide necessary technical and sales support to Adobe product users. Experience in Troubleshooting Photoshop, Lightroom, Bridge. Good knowledge of managing Catalog and Data Sync with Cloud. Ensure customer satisfaction by providing accurate product. Appin Technologies Technology Evangelist Aug 2008 – Feb. 2009 Work under the “Technology area” of “Information Security & Ethical Hacking”. Trained trainers and students for franchises. ACADEMIC BACKGROUND MBA/PGDM in Operation Management (2 years, weekend classes) from IMTCDL Ghaziabad. B.Tech (Computer Science) from UPTU, HRIT Ghaziabad (2013) Diploma (Mechanical Engineering) from IASE, Rajasthan (2008) Interests and Hobbies Reading about new technology. Automobile. Personal Details Date of Birth:19th May 1989 Father’s Name:Mr. Lokesh Bhargava