Shubham سينغ

• Provided remote and on-site technical support for Windows 10/11 and MacOS, fixing hardware, software, and network issues
for various laptop and desktop models.
• Lead the team during big tech outages. Run emergency response meetings and handle urgent requests to get things back to
normal fast.
• Create better guides and systems to help the team handle support tickets faster and share the workload fairly.
• Managed and deployed applications, OS upgrades, and security patches using tools like Microsoft Intune, SCCM, and
BitLocker.
• Handled daily IT operations, ticket queues, and incident management using ServiceNow and Salesforce to maintain high SLA
compliance.
• Created simple, step-by-step knowledge base (KB) articles and technical manuals to help users fix common problems.

Delivered end-to-end resolution for complex product inquiries, feedback, and escalations on a high-volume digital payments
platform to substantially improve customer satisfaction metrics.
Independently diagnosed and resolved critical system issues, leveraging advanced root-cause analysis to identify solutions and
minimize operational downtime.

Provided comprehensive Tier 1/Tier 2 remote technical support via phone, email, and live chat; diagnosed and resolved complex
system malfunctions to minimize downtime and elevate client satisfaction.
Streamlined software deployment and SLA compliance by guiding users through new system, application, and software
installations while consistently resolving technical requests within strict target timeframes.

Maintained a First Call Resolution (FCR) rate of 85% for complex Dell hardware issues, consistently ranking in the top 5% of the
support floor.
Selected for the Dispatch Review Team (DRT) to audit hardware approvals, reducing operational waste and incorrect dispatches
by 12%.