Senior IT Specialist

Technical Support Skills Profile Experienced IT Support Specialist with a solid background in troubleshooting hardware, software, and network issues across enterprise environments. Skilled in handling technical escalations, providing remote and on-site support, and ensuring minimal downtime for end users. Proven ability to resolve incidents efficiently using ITIL-based processes and ticketing tools such as JIRA and ServiceNow. Core Competencies: Technical Troubleshooting: Proficient in diagnosing and resolving issues with Windows OS, network connectivity, email configurations (Outlook/Exchange), mobile devices, and enterprise applications. End-User Support: Strong communication skills with a customer-first mindset; adept at assisting users at all technical levels via phone, chat, email, and in person. Asset Management: Experience in inventory tracking, device handovers, hardware upgrades, and incident documentation. Remote Tools & Platforms: Skilled in using remote access tools like AnyDesk, TeamViewer, and RDP to support users across multiple sites. Documentation & Reporting: Able to create and maintain knowledge base articles, incident reports, and provide timely status updates to stakeholders. Process Adherence: Familiar with SLA management, change control processes, and standard escalation procedures. Collaboration & Coordination: Worked with cross-functional teams including vendors, database teams, and application developers to resolve complex issues.

Reliable and service-oriented IT Customer Support Specialist with hands-on experience assisting end users in resolving hardware, software, and connectivity issues. Demonstrated ability to deliver exceptional support while maintaining professionalism and empathy in high-pressure environments. Strong background in managing service requests, guiding users through issue resolution, and ensuring high levels of customer satisfaction. Key Skills: Customer-Focused Troubleshooting: Adept at understanding user concerns, identifying root causes, and walking customers through solutions in a clear and respectful manner—whether remotely or face-to-face. Effective Communication: Skilled in translating complex technical concepts into simple terms, ensuring non-technical users feel supported and understood. Multi-Channel Support: Experienced in providing assistance via phone, chat, email, and ticketing systems such as JIRA and ServiceNow. Incident Management: Capable of prioritizing, logging, and resolving support cases within SLA timeframes while keeping users updated throughout the process. IT Asset and Access Support: Handled device setups, password resets, software installations, user access provisioning, and mobile device support (Android/iOS). Calm Under Pressure: Maintains composure during high-volume periods, urgent escalations, and critical outages—focused on resolving issues efficiently and politely. Documentation & Handover: Writes clear documentation, user guides, and internal notes to assist with future troubleshooting and knowledge sharing.

Lead Generation & Digital Sales Skills Profile Dynamic and goal-driven Digital Sales and Lead Generation Specialist with hands-on experience supporting Google Ads clients at TDCX. Proven expertise in identifying business opportunities, qualifying leads, and delivering tailored advertising solutions to help clients grow their digital presence. Adept at using data-driven insights and persuasive communication to convert prospects into loyal customers. Key Skills: Google Ads Expertise: Deep understanding of Google Ads products, campaign structures, and optimization strategies to meet client goals and drive conversions. Lead Qualification: Skilled in identifying high-potential leads, assessing business needs, and aligning them with the right ad solutions to maximize ROI. B2B Outreach: Experience conducting outbound calls, emails, and follow-ups to engage small to medium-sized businesses and guide them through digital ad solutions. Consultative Selling: Ability to analyze customer pain points and provide data-backed recommendations on ad spend, keyword strategy, and audience targeting. CRM & Pipeline Management: Familiar with managing lead data using CRM tools, tracking engagement, and updating deal progress for team alignment and reporting. Performance-Driven: Achieved and exceeded KPIs including qualified leads generated, conversions, and customer satisfaction metrics. Cross-Team Collaboration: Worked closely with account strategists, onboarding teams, and ad operations to ensure seamless customer experience and campaign success.