imran H.
Mid-Level IT Support Technician
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About
Imran I. is an experienced IT Support Technician based in Mumbai, India, with over three years of experience in delivering advanced technical support in desktop, laptop, and operating system environments for a global clientele. Proficient in incident management and utilizing ITSM tools, Imran has a proven track record of providing SLA-driven service delivery. His expertise extends to networking and Microsoft 365 environments, augmented by certifications in ITIL Foundation and Microsoft Azure Fundamentals (AZ-900). During his tenure at Concentrix, Imran consistently resolved over 40 daily technical incidents, managed incidents using ServiceNow, and enhanced handover accuracy. Previously, he contributed to Amazon's customer support process, ensuring high customer satisfaction across voice, email, and live chat platforms. Imran holds a Bachelor of Science in Information Technology from Mumbai University and continuously builds on his foundation with a focus on data and business analysis.
Experience
IT Support Technician
Concentrix · 2023 — 2026Addressed over 40 technical incidents daily involving Windows OS, device drivers, and software configuration for global HP customers while adhering to SLA response and resolution targets. Diagnosed faults in HP laptops, desktops, printers, and peripherals, providing customers with guidance on repair, replacement, or optimization to ensure functionality. Utilized ServiceNow to log and track incidents in alignment with ITIL processes, producing clear documentation that enhanced handover accuracy and aided in faster resolution of recurring issues.Senior Customer Support Representative
Teleperformance · 2022 — 2023Provided voice, email, and live chat support to customers in North America, addressing account, order, and technical inquiries within established service-level guidelines. Ensured high customer satisfaction through accurate issue diagnosis and efficient resolutions across various contact channels.Customer Service Executive
Eureka Outsourcing Solutions · 2021 — 2022Handled inbound customer queries through phone, chat, and email, focusing on troubleshooting service issues and accurately maintaining case records. Collaborated with internal teams to ensure timely resolution and handover of customer requests, supporting consistent service delivery.
Skills & Expertise
Education
- Bachelor of Science (Information Technology)Mumbai University · — — 2020
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