Rahul Kamra
Dublin,Ireland
Summary
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems, and deliver high-impact solutions in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Support Staff and Digital Analyst
Courtney's in Lucan
Dublin
11.2020 - Current
- Created employee rosters and sent wage reports to accounts department, ensuring smooth operations.
• Developed skills in technical support, digital analysis, and multitasking in fast-paced environment. - Ensured accurate filing of invoices for financial records.
- Generated detailed financial reports for management review.
Technical Customer Support
Adobe
Noida , India
04.2019 - 09.2020
- Documented all customer interactions and resolutions in ticketing system for future reference and reporting.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Investigated root causes of incidents reported by users in order to identify underlying problems that may have caused them.
- Conducted remote diagnostics to identify and solve technical problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.
- Guided customers through step-by-step solutions in clear, concise manner.
- Consistently achieved SLA and KPI delivery.
- Provided top-quality technical support, enhancing customer satisfaction.
- Managed over 50 customer calls per day
L1 desktop support
Teleperformance
Gurgoan, India
04.2018 - 03.2019
- Implemented security measures, such as antivirus protection, to protect against malicious attacks.
- Installed and performed minor repairs to hardware, software, or peripheral equipment.
- Referred major hardware or software problems, or defective products, to vendors or technicians for service.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Managed inventory of IT assets, including procurement and disposal, ensuring compliance with company policies.
- Resolved printer problems remotely or on-site, as needed by users.
- Configured user accounts, permissions, and passwords according to company policies.
- Managed Active Directory user accounts, groups, and permissions, enhancing system security.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Installed and configured computer systems, printers, and other peripherals.
- Collaborated with IT team members to share knowledge, and improve support processes.
- Supported team by demonstrating respect and willingness to help.
Desktop Support
N G Network Institute
DELHI
04.2015 - 04.2018
- Carried out regular on-site repairs and preventive maintenance on PCs, and the accompanying peripherals.
- Performed computer diagnostics to evaluate technical issues, address students' concerns, and troubleshoot computer problems in a courteous and efficient manner.
- Customised personal computers to better serve customers' needs.
- Procured necessary parts to ensure timely workflow.
- Diagnosed and repaired hardware problems, troubleshot technical problems, completely built computers, and installed software applications.
- Delivered, set up, and networked large computer systems on Windows 95, 98, and NT throughout various convention centres and hotels.
- Setting up a wireless network system.
- Installed and configured new desktops to meet business requirements.
- Documented all incidents in the service desk system for transparent record keeping.
- Managed stock level of IT equipment effectively to avoid supply shortages.
Internet Cafe
Self Employed
Delhi
12.2009 - 07.2014
- Ensured that all workstations were operational at all times through regular maintenance checks.
- Handled customer complaints effectively ensuring satisfaction with the resolution.
- Assisted customers in setting up accounts for internet access, printing and scanning documents.
- Provided technical support to customers on the use of computers, software programs and other services offered by the cafe.
- Updated records of sales transactions in an accurate manner.
- Resolved guest complaints to maintain complete customer satisfaction.
- Managed the daily operations of the cafe including scheduling staff shifts, opening and closing procedures.
- Completed day-to-day duties accurately and efficiently.
- Managed inventory and supplies to ensure materials were available when needed.
Education
High School Diploma -
Salwan Public School
Delhi, IndiaDiploma in Bsc Statistics
Delhi University
DelhiBachelor of Science - Computer Science
Kalinga University
Raipur, IndiaSkills
- Network configuration
- Operating systems Windows, and Mac
- Application support
- Security protocols
- Software installation
- Ticket management
- Customer service
- SLA
- LAN/WAN
- Empathy development
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Certification
- Comptia A+
Languages
Hindi
English
Visa Status
Stamp 4
Timeline
Technical Support Staff and Digital Analyst
Courtney's in Lucan
11.2020 - Current
Technical Customer Support
Adobe
04.2019 - 09.2020
L1 desktop support
Teleperformance
04.2018 - 03.2019
Desktop Support
N G Network Institute
04.2015 - 04.2018
Internet Cafe
Self Employed
12.2009 - 07.2014
- Comptia A+
High School Diploma -
Salwan Public School
Diploma in Bsc Statistics
Delhi University
Bachelor of Science - Computer Science
Kalinga University
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