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Agam S.

5 months ago
Hello, my name is Agam Sinha.
Carry 5.5 years of experience in IT Support profile.
Right now working for Adobe.

Work Exposure

- Have worked with latest ticketing tools like – Remedy and Service Now.

- Provide support to Customers via live chat, email, and phone with the ability to work flexible hours.

- Diagnose, document, and manage customer-reported issues and bugs.

- Advanced technical troubleshooting of hardware and software issues courteously and expeditiously.

- Appropriately handle and track customer support requests via phone, e-mail, voice mail, IM, and in-person.

- Maintain daily IT operations within the office.

- Escalates complex issues to senior level team members.

- Facilitate on-site networking infrastructure tasks as directed by network administrators in other offices.

- Track and maintain end-user technology equipment, accessories, and network hardware.

- Second and third level support for laptop upgrades and installations.

- Evaluate emerging technologies and software lifecycles for compatibility with current systems.

- Support of various devices running operating systems such as iOS, MacOS, and Android.

- Participate in the On-Call support rotation as needed.

- Troubleshooting VPN issues and whitelisted IP’s in different VPN groups.

- Assigning static IP’s to the host as per the requirement.

- Organizing the apps using SCCM as per the user’s request.

- Other IT related functions and projects as requested that are not limited to daily IT Support.


- Extensive knowledge of the following technologies: Microsoft 7 & Windows 10, Office 2016, Cisco VPN and remote access clients, Lenovo laptops and other peripherals.

- Strong familiarity with Windows 10 support, advanced Office 2016 troubleshooting experience, Lenovo Laptops, Smartphones.

- In-depth understanding of Microsoft Internet Explorer, Adobe Acrobat & Reader, Antivirus and Antimalware, Cisco IP telephony, Cisco and Microsoft VPN, Apple OS and hardware experience.

- Self-starter, ability to complete assigned tasks. Ability to independently work through requests and determine solutions.

- Have with global teams across multiple geographies and time zones and operating shifts.

- Excellent interpersonal and teamwork skills.

- Excellent English verbal and written communications skills.
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