IT Support & Desktop Specialist
Riyadh, Saudi Arabia +966 571778119 [email protected] Transferable Iqama
Nationality: Indian Languages: Arabic, English, Hindi
PROFILE
Dependable IT Support Specialist with 14+ years of experience delivering Tier 1 and Tier 2 technical support,
incident management, and troubleshooting for enterprise and consumer customers at Google and Spectrum
(Time Warner Cable). Strong in hardware, software, ISP, and network issues, including router, LAN, and WAN
configuration, with working knowledge of Azure DevOps, Azure Pipelines, Kubernetes, and CI/CD. Holds a
B.Tech in Electronics and Telecommunication, CCNA, and Microsoft Azure Fundamentals (AZ-900). Fluent in
Arabic, English, and Hindi.
KEY HIGHLIGHTS
â?ª 14+ years of continuous IT and technical support experience across two major enterprise clients.
â?ª Promoted from Tier 1 to Tier 2 at Google, taking on high-priority escalations and mentoring Tier 1 agents.
â?ª Supported global Google Pixel users and US and Canadian Time Warner Cable customers through chat and
email.
â?ª Cisco CCNA certified, with a B.Tech in Electronics and Telecommunication and hands-on router, LAN, and
WAN experience.
â?ª Works with engineering teams to find root causes and feed user insights back into products.
CORE SKILLS
Service Management: Tier 1/Tier 2 Escalations, Incident & Request Management, Service Desk Operations,
SLA Adherence
Desktop & Systems: Windows, Linux, PC Hardware Diagnostics, Workstation Deployment, Software
Installation
Support Channels & Tools: Live Chat, Email Support, Ticketing Tools, Remote Desktop, OS Troubleshooting
Office Tools: Microsoft Excel, Microsoft Word
Networking: LAN/WAN, Routers, Switches, Modems, TCP/IP, ISP Troubleshooting
Cloud & DevOps: Microsoft Azure, Azure DevOps, Azure Pipelines, Kubernetes, CI/CD
PROFESSIONAL EXPERIENCE
Accenture Solutions India, Hyderabad Client: Google
IT Customer Support Specialist (Tier 2) Feb 2020 â?? Sep 2026
â?ª Promoted to Tier 2 to manage high-priority email escalations and complex technical inquiries for enterprise
products.
â?ª Partnered with cross-functional engineering teams to diagnose root causes, resolve system issues, and
pass end-user insights into product development.
â?ª Mentored Tier 1 agents and built exception-handling protocols that supported faster first-contact resolution
and higher CSAT.
â?ª Delivered operational workflows and special projects in direct coordination with the Operations Manager.
Accenture Solutions India, Hyderabad (continued) Client: Google
IT Customer Support Associate (Tier 1) Feb 2018 â?? Feb 2020
â?ª Provided technical assistance to Google Pixel device users worldwide, resolving hardware and software
issues and guiding customers step by step.
â?ª Led initial triage, ticket logging, and incident resolution within the Service Desk framework via live chat and
email.
â?ª Diagnosed connectivity disruptions, device performance bottlenecks, and software configuration issues.
â?ª Handled escalated customer complaints with empathy and diplomacy, protecting customer relationships.
Knoah Solutions India, Hyderabad Client: Spectrum (Time Warner Cable)
E-Support Officer Feb 2012 â?? Feb 2018
â?ª Delivered technical support to residential and commercial customers for internet, digital phone, and cable TV
services.
â?ª Supported US and Canadian Time Warner Cable customers through chat and email, diagnosing service
issues and tailoring solutions to reduce follow-up contacts.
â?ª Configured and failure-tested modems, enterprise routers, LAN/WAN connections, and operating system
environments.
â?ª Achieved top-tier customer satisfaction benchmarks by resolving technical faults on first contact.
EDUCATION
Bachelor of Technology (B.Tech), Electronics and Telecommunication Engineering, 2011
Jawaharlal Nehru Technological University (JNTU), Hyderabad, India
CERTIFICATIONS
â?ª Cisco Certified Network Associate (CCNA), Net Metric Solutions, 2017
â?ª Microsoft Azure Fundamentals (AZ-900)
â?ª Azure DevOps Engineer, Naresh iTechnology