• A competent professional with 10 Years of experience in System Administration, Technical Support, Customer Relationship Management, SLA Management, Service Delivery and Troubleshooting • Demonstrated abilities in ensuring a high-quality customer experience while adhering to SLAs & work processes • Hands-on experience in configuration & troubleshooting of all types of servers, workstations, other software / hardware devices and e-mailing client related problems and internet information services • Proficient in supervising transition phase of transferring functional, technical & procedural knowledge to maintenance and support organization • Skilled in managing new systems implementations for streamlining operations within time & cost parameters • Demonstrated abilities in handling activities related to 3rd party management • An effective communicator with good analytical, planning, inter-personal and problem-solving skills

1. BHARAT BHAWASAR
Contact: +965-97236882, +965-96080648
E-Mail: bhawasar@hotmail.com ,bharat.b@tecnicasreunidas.es
Versatile, high-energy professional; successful in achieving business growth objectives within turnaround & rapid
changing environment
COMPETENCY MATRIX
System Administration
Project Management
Client Relationship Management
SLA Management
Reporting
Liaison & Coordination
Escalation Management
Installation & Maintenance
Team Management
AN OVERVIEW
 A competent professional with 10 Years of experience in System Administration,
Technical Support, Customer Relationship Management, SLA Management,
Service Delivery and Troubleshooting
 Demonstrated abilities in ensuring a high-quality customer experience while
adhering to SLAs & work processes
 Hands-on experience in configuration & troubleshooting of all types of servers,
workstations, other software / hardware devices and e-mailing client related
problems and internet information services
 Proficient in supervising transition phase of transferring functional, technical &
procedural knowledge to maintenance and support organization
 Skilled in managing new systems implementations for streamlining operations
within time & cost parameters
 Demonstrated abilities in handling activities related to 3rd party management
 An effective communicator with good analytical, planning, inter-personal and
problem-solving skills
CORE COMPETENCIES
 Extending high-end technical supporton various servers and ensuringcustomer satisfaction levels through prompt redressal
of the problems
 Addressing queries regarding information system / software, application conflicts & system bug and extending onsite
support to clients including maintenance of hardware / software
 Overseeing ITIL process including asset management, service level management, issues management, configuration
management, scope change management, etc.
 Interacting with Client and Operations Team to identify & manage service improvement activities
 Acting as escalation pointto resolveall supportissuesand drivingresolution of customer's technical support issues; shari ng
best practices with team members to enhance quality technical support
 Improving relationships with the customer by anticipating customer future requirements ; thereby ensuring a positive
customer experience
ORGANISATIONAL EXPERIENCE
Aug. 2016 to Till Date Técnicas Reunidas S.A Kuwait, as ICT Administrator
Role:
 ProvideITsupportand resolveproblems to theend user’s satisfaction
 installingandconfiguringcomputer hardwareoperatingsystems andapplications& Providesend users1stlevel supportfor
all applications
 Monitor and respond quickly and effectivelyto requests received through theIThelpdesk
 PC configurationaccordingto company’sITpolicies & supportingtheroll-outof newapplications
 Installation of all typeof software,Installation and configuration of OfficePackagesandMS outlook.
 monitoringand maintainingcomputer systems andnetworks& replacingpartsasrequired
 talkingstaffor clients through a seriesof actions,eitherface-to-faceor over thetelephone,to help setup systems or resolve
issues
 Assign usersandcomputersto proper groupsin Active Directory& settingup newusers' accounts and profiles and dealing
with password issues

2.  Worked with projectmanagementand softwaredevelopmentteamto ensureand deliver accepted businessvaluein timely
manner.
• Discovered primarybusinessobjectivesof projectand conductrequirementgatheringandelicitationactivity usingvarious
techniques and methods.
• Handled responsibility for integratingthetechnical solution to thebusinessprocessandprocessgaps.
• Prepared a documentof businesscasesto justify need of newapplication or functionality and itsinvestments.
• Currentstateprocessanalysisand futurestateprocesssystemdesignbetween crossfunctional departments.
• Collaboratewith systemuser fromvariousbusinessunitand providesupportandtroubleshootproblemswith different
applications.
• Prepared scopeof work (SOW) and processevaluationfor technical productdevelopmentand commercializationfrom
proto typeto end-user product.
• Designed / conducted trainingprogramand orientation to newsystemusersaboutbasic and special businessapplication
and software.
• Provided research,estimateanalysis,planning,casestudy,and businesscaseandperformancemeasurementaboutnewor
existingapplicationmodificationproject.
• Support,maintain,enhanceand/orupgradea portfolio of customandpackageapplications.
• Discovered scopeto automatesystemsaligned to businessprocessesand functions.
• Prepared costestimates sheets,managed POsand annual ITbudgeting.
• Travelled to siteoffices and identified / understand theirITneeds to maximizeproductivity andminimizecostandgave
robusttechnical solution.
• Analysesof quality assurancemetricssuch asdefect,defectcount,testresultand teststatus.
• Reviews supportingbusinesscasethroughoutthecourseof delivery to ensurethatbusinesscaseand objectivearemeet.
• Collaborateaccessmultipleor cross-functional teams to skilfullyexecuteon milestoneanddeliverableon pre-defined
schedules.
July 2016- Aug.2016 American University of Middle East (AUM), Kuwait as IT Technical Support
Role:
 ProvideITsupportand resolveproblems to theend user’s satisfaction
 installingandconfiguringcomputer hardwareoperatingsystems andapplications& Providesend users1stlevel supportfor
all applications
 Monitor and respond quickly and effectivelyto requests received through theIThelpdesk
 PC configurationaccordingto company’sITpolicies & supportingtheroll-outof newapplications
 Installation of all typeof software,Installation and configuration of OfficePackagesandMS outlook.
 monitoringand maintainingcomputer systems andnetworks& replacingpartsasrequired
 talkingstaffor clients through a seriesof actions,eitherface-to-faceor over thetelephone,to help setup systems or resolve
issues
Feb.2008-June 2016 Al-Alamiah Technology Group (KSSC), Kuwait as ICT Support & IT Help Desk
Role:
 ProvideITsupportand resolveproblems to theend user’s satisfaction
 installingandconfiguringcomputer hardwareoperatingsystems andapplications& Providesend users1stlevel supportfor
all applications
 Monitor and respond quickly and effectivelyto requests received through theIThelpdesk
 PC configurationaccordingto company’sITpolicies & supportingtheroll-outof newapplications
 Installation of all typeof software,Installation and configuration of OfficePackages andMS outlook.
 monitoringand maintainingcomputer systems andnetworks& replacingpartsasrequired
 talkingstaffor clients through a seriesof actions,eitherface-to-faceor over thetelephone,to help setup systems or resolve
issues
 Understand internal/external customer technologiesandproblemresolutiontechniques
 Assign usersandcomputersto proper groupsin ActiveDirectory& settingup newusers' accountsandprofiles and dealing
with passwordissues
 Provided technical assistanceto customerson inbound telephonetech supportcalls.

3.  Providetechnical supportto all desktopsand laptopsin network environmentand performtroubleshooton all network and
equipmentissues
 To Install,configureand maintainRemedy engines with latestpatches,its’Applicationsand packages
 Used remote accessto performtroubleshootingwhen needed.
 Walked customersthrough step-by-step processfor troubleshootinghardwareissues.
 Used good problem-solvingskillsfor troubleshootingproblems.
 Completed troubleshootingandrepairwhen computershad problems.
 Recommended computer productsand applicationsto improveproductivity.
 Respondingto inquiries;prioritizing,assigning,escalatingand monitoringrequests to ensuretimely resolutions
 Provided first-level technical supportto end-userson proprietary softwareandapplicationsincludinginstallation basic usage
and appropriateservicelevel to warranty
TRAININGS & CERTIFICATIONS
 ITIL Expert Certificate in IT Service Management (ITIL)
 ITIL Foundation Certificate in IT Service Management (ITIL)
 Microsoft Certified Solutions Expert (MCSE)
 Microsoft Certified Solutions Associate (MCSA)
 Microsoft Certified Professional (MCP)
 Cisco Certified Network Associate ( CCNA )
 Dell Certified System Expert (DCSE)
 HP Certified Professional (Accredited Platform Specialist)
IT SKILLS
 Well versed with:
o Helpdesk
o Service Desk
o Incident Management
o IT Support
o IT Operations
o IT Service Delivery
o MS Office
o Internet Applications
o Remedy (Easy vista /SPOC/ BMC / Manage Engine Service Desk Plus)
EDUCATION
 MBA (IT & BPO Management) from Indian School of Management, Mumbai in 2014
 BA from M.L.S. University, Udaipur in 2004
Other Credentials:
 Diploma in Computer Software
 Diploma in Computer Hardware & Networking
 A+, MCSE 2000, LINUX 8.0 & CCNA at Phoenix Education
 Computer Software & Hardware at Phoenix Education
PERSONAL DETAILS
Date of Birth: 20th August 1982
Address: Kuwait
Languages Known: English, Arabic, and Hindi
Kuwait Driving License YES

4. ANNEXURE
Técnicas Reunidas (TR) S.A., GT5 Project
Client: KNPC (Kuwait National Petroleum Company), Kuwait
Role: ICT Administrator
Support:
ProvideITsupportand resolveproblemsto theend user’s satisfaction
Installingand configuringcomputer hardwareoperatingsystemsand applications& Providesend users1stlevel supportfor all
applications
Monitor and respond quickly and effectivelyto requests received through theIThelpdesk
PC configurationaccordingto company’sITpolicies & supportingtheroll-outof newapplications
Installation of all typeof software,Installation and configuration of OfficePackagesandMS outlook.
Monitoringandmaintainingcomputer systems and networks& replacingpartsasrequired
Talkingstaff or clientsthrough a series of actions, either face-to-face or over the telephone, to help set up systems or resolve
issues
Assign usersandcomputersto proper groupsin ActiveDirectory& settingup newusers' accounts and profiles and dealing with
password issues
Técnicas Reunidas (TR) S.A., Al Zour Refinery Project
Client: KIPIC (Kuwait Integrated Petroleum Industries Company), Kuwait
Role: IT Support Officer
Support:
ProvideITsupportand resolveproblems to theend user’s satisfaction
Installingand configuringcomputer hardwareoperatingsystemsand applications& Providesend users1stlevel supportfor all
applications
Monitor and respond quickly and effectivelyto requests received through theIThelpdesk
PC configurationaccordingto company’sITpolicies & supportingtheroll-outof newapplications
Installation of all typeof software,Installation and configuration of OfficePackagesandMS outlook.
Monitoring andmaintainingcomputer systems and networks& replacingpartsasrequired
Talkingstaff or clientsthrough a seriesof actions,either face-to-faceor over thetelephone,to help setup systems or resolve
issues
Understand internal/external customer technologiesandproblemresolutiontechniques
Assign usersandcomputersto proper groupsin ActiveDirectory& settingup newusers' accountsandprofiles and dealingwith
passwordissues
Provided technical assistanceto customerson inbound telephonetech supportcalls.
Providetechnical supportto all desktopsand laptopsin network environmentand performtroubleshooton all network and
equipmentissues
To Install,configureand maintainRemedy engines with latestpatches,its’Applicationsand packages
Used remote accessto performtroubleshootingwhen needed.
Walked customersthrough step-by-step processfor troubleshootinghardwareissues.
Used good problem-solvingskillsfor troubleshootingproblems.
Completed troubleshootingandrepairwhen computershad problems.
Recommended computer productsand applicationsto improveproductivity.
Respondingto inquiries;prioritizing,assigning,escalatingand monitoringrequests to ensuretimely resolutions
Provided first-level technical supportto end-userson proprietary softwareandapplicationsincludinginstallation basic usageand
appropriateservicelevel to warranty
ATG Projects
Client: KNPC (KuwaitNational Petroleum Company), Kuwait
Role: Support Engineer
Support: Windows 7 & MS Office 2007, OracleApplication & Intranet and all MicrosoftApplicationsSupport