Abhilash Santhosh

• Provided first-level and second-level technical support to end-users, resolving hardware and
software issues across Dells full product line within defined SLA timelines
• Installed, configured, and maintained computer systems, laptops, and peripheral devices
including printers, ensuring all equipment was operational and up to date
• Troubleshot hardware, software, network, and connectivity issues using Dells diagnostic tools,
identifying root causes and applying effective resolutions
• Managed user support requests through a structured ticketing system, logging all incidents,
documenting troubleshooting steps, and tracking resolution status
• Performed regular system updates, maintenance activities, and security checks to ensure
optimal performance and compliance with IT policies
• Assisted with user account management, password resets, and access control requests,
ensuring timely resolution and accurate documentation
• Coordinated with senior engineers and internal teams on complex technical issues, escalating
unresolved tickets through L1 to L3 support tiers
• Ensured full compliance with company IT security policies and cybersecurity standards across
all assigned tasks and customer interactions
• Maintained detailed documentation of IT issues, solutions, and support activities for reporting
and knowledge base purposes

• Developed and maintained cross-platform mobile applications using Flutter and Dart, gaining
strong experience in software installation, configuration, and deployment
• Integrated back-end REST APIs using Dio HTTP client and coordinated with .NET services,
building understanding of application infrastructure and connectivity
• Implemented an AI chatbot module and maintained technical documentation throughout the
project, demonstrating ability to manage multiple technical tasks simultaneously

• Completed structured training in software development and Android Studio, building hands-on
skills in application configuration, testing, and deployment

• Participated in software testing, hardware overview sessions, and web development training
— gaining foundational IT support and systems knowledge
• Assisted in diagnosing software issues and documenting findings during quality assurance and
testing sessions