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KS

Karan Srivastava

Technical Support Specialist · Service Desk · IT Support

Gurugram, Haryana, India

@karansrivastava24527454

0 followers

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About

Technical support professional experienced in troubleshooting cloud, access, software, hardware, network, VPN, and Microsoft 365 issues. Strong in incident handling, escalation management, root-cause analysis, SLA compliance, customer communication, and technical documentation.

Experience

  • Partner Support Desk – Google Cloud
    Accenture
    2024 – 2026

    Troubleshot partner and customer issues involving cloud services, access management, and account configuration; managed incidents and service requests with SLA compliance; performed root-cause analysis; coordinated with L2/L3 teams; maintained detailed work notes and customer communication records.

  • Technical Support Executive
    Cognizant Technology Solutions
    2022 – 2024

    Provided end-user technical support for Windows, Outlook, Office applications, printers, and networking issues; diagnosed and resolved software and hardware incidents; managed support tickets and escalations; assisted users through phone, email, and remote-support tools; ensured customer satisfaction.

Education

  • Bachelor of Computer Applications
    Makhanlal Chaturvedi Government College, Babai
    Computer Science · May 2015 – Jun 2018

Skills

5 to 8 years 5 to 8 years A long stretch - five to eight years.
Incident management
2 to 5 years 2 to 5 years Several years of experience.
Customer Support Root Cause Analysis
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
DNS DHCP TCP/IP Windows Microsoft 365 SLA management Remote Desktop Problem management Hardware Diagnostics User Access Management ticketing system usage Technical troubleshooting Technical Customer Support Knowledge base documentation

Tools / apps / platforms

2 to 5 years 2 to 5 years Several years of experience.
Microsoft Outlook Google Cloud Platform
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
ServiceNow Microsoft Active Directory

Courses & certifications

  • Customer Support & Technical Troubleshooting Training
  • IT Service Management Fundamentals
  • Cyber Security & Ethical Hacking Program

🏆 Achievements & awards

  • SLA and productivity performance recognition · 2022

    Consistently met SLA and productivity targets.

  • High-volume ticket resolution recognition · 1998

    Successfully resolved high-volume support tickets.

  • Troubleshooting and customer service recognition · 2004

    Recognized for strong troubleshooting and customer service skills.

  • Issue-resolution efficiency improvement · 2007

    Improved issue-resolution efficiency through detailed documentation.

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