1. ABHISHEKDHATRIKA
Address:Plotno.202,flatno G2,laxmi
residency,Chandragiri colony,
Safilguda,Hyderabad,telengana, India.
PIN:500056
Contactno:+91 9966392494
E-mail:abhishek.hyd21@gmail.com
CAREER SUMMARY
An enthusiastic and knowledgeableperson who isableto providefrontlinesupportas
partof any ITServiceOperation.I ama logical thinker who ishandle1st/2ndline
supportcalls,analyseandinvestigateproblems,implementfixes,escalatesupportcalls
to 2nd/3rd Level and workclosely with theservicedesk team.I amflexible,resourceful
and willingto takefull ownership of user problemsuntil they arefully resolved.I am
hungry to learn ITfromtheground up,and iscurrently lookingfora suitableposition
with a forward thinkingcompany.
CERTIFICATIONS
Languages
· Certified ITILV3 Foundation
EXPERIENCE
11-mar-2013
to till date.
TITLE: ASSOCIATEIT CUSTOMER SUPPORT ANALYST, ca technologies
 Providingfirstlevel technical supportto customers.
 Ability to convey technical solutionsin a clear and concisemanner.
 Installingandconfiguringcomputer hardwaresystemsand ITsoftware.
 Undertakinganalysis,diagnosisand resolution of clientproblemsviaphone,e-mail &
faceto facecontact.
 Quickly respondingto customer enquiriesand concerns.
 Escalatingunresolved problems to other supportstaff.
 Takingownershipof problemsand trackingthemto a successful conclusion.
 Raising& maintainingincidenttickets and problemrecords.
 Continuously reviewingperformanceagainstServiceLevel Agreements.
 Analyzing call logsto spottrends and underlyingissues.
 Producingdocumentation and reportsto a high standard.
 Testingand evaluatingnewtechnology.
 Settingup new users' accountsand profiles and dealingwith passwordissues.
 MonitoringITnetwork to ensureavailability to all users.

2. Page2
 ResolvingtheCoreload ITrelated IssuesatL1.TroubleshootingMS Office
Applications,IEand BusinessSpecificApplications.
 ManagingtheUser Accounts on ActiveDirectorywith L1 rightswhichincludes
passwordresets,unlock accounts
 Creating& managingmailboxes,Dl’sviaExchangeConsole
 ResolvingIPad andMactechnical issues
 Workingon VPNconnectivity issues on windowsand MAC machines
 ManagingMainframeUser Accounts.Includespassword resetand account
modification andaccess.
29-oct-2010 to 06-
oct-2012
TECHNICAL SUPPORT SPECIALIST, Dell international services.
Technical Support:
 Assisting overseas customers on the phone with Technical Issues on the
computer.
 Initiating provisions for dispatches of parts, depot repair, and onsite repair for
any hardware failures.
 Troubleshootingin a formatted mannerto cometo a conclusion aboutthe
problemissuesin theDesktopsandNetworks inadherenceto thesetof
guidelinesby theclient.
ADDITIONAL EXPERTISE
 Expertise in Windows’ OS (98 till windows 7 and Macintosh)
 Troubleshooting on issues related to SAP, mainframe applications. Granting access to all the related
applications that employee of CA Request for.
 Spearheadingefforts pertainingto issuesviz.operatingsystemrepair, configuration and maintenance.
 Expertise in dealing with Advance software issues, Virus/spyware removal, Outlook etc.
 Providing assistance with Wireless network setup/configuration, Home network etc.
 Accountable for DSL, Dial up related issues including network, router and modem troubleshooting.
 TroubleshootingDesktop,Laptop and Printers and involvinginstallation andmaintenanceof all windows
based OS.
 Outlook expressand outlook issues (Settingup and configuration issue).Calendarand livemeetingadd-in
issue,Operatingsystemissuese.g.:Bluescreen,windowsupdates,slowperformanceetc. Issuesrelated
to Virus/spywareremoval.
 Troubleshootingall kindsof softwareissues on third party software’slikeAdobe,Appleproducts-IPhone
etc. Networkingissues:Settingup homenetwork,Wirelessnetworking,Internet related issuesinvolving
DNS etc.
 Workingwithexchangeconsolein creatingDL’s and mailboxesandgrantingrequired access.

3. Page3
 Knowledgeon VPNClient& Blackberry and remotely accessingtheuser’scomputer to resolvetheissues.
EDUCATION
College/University Year ofpassing
Academic
performance
(Division)
Graduation
B.com/Wesley boy’sdegree
college.
Osmaniauniversity
2005
54%
Intermediate
MEC/St. Mary’s centenary
juniorcollege 2002
55%
Higher secondary
school (10TH
)
SSC/St.Mary’s high school
2000
58%
ACCOMPLISHMENTS
 Took the ownershipto reducemistransfersand categorization of tickets.
 Pointof contactfor issuesrelated to desktop related issueslikeAc adapter notworking, video issues,POST,
BIOS updateetc.
 Pointof contactfor exchangeconsolerelated issues.
 Supervisethefloor andmanagebreaksin absenceof TeamLeads.
 Received ExcellentVOCs fromtheEnd Users on theserviceprovided in resolvingtheir issues.
 Received ExcellentVOCs fromtheL2 Team members on the serviceprovidedfor their issues.
Personal information
Dateof Birth:5THJune1984
Marital status: Married.