Alan Abraham

Background

About Alan Abraham

Dedicated IT Support Specialist with 5 years of experience in providing comprehensive technical support and resolving complex issues in a timely manner. Known for my ability to troubleshoot effectively and deliver top-notch customer service, ensuring a smooth and efficient user experience across various platforms. Strong communicator, bridging gaps between technical and non-technical stakeholders to improve efficiency and collaboration. CAREER HIGHLIGHTS - Recognized as "Employee of the Month" multiple times for exceptional problem-solving skills and user support. Improved first-call resolution rates by 20% by optimizing troubleshooting workflows and implementing user-friendly documentation. Played a key role in reducing IT ticket backlog by 40% through proactive monitoring. AREAS OF EXPERTISE - Technical Support & Troubleshooting Hardware and Software Installation User Access and Permissions Management Customer Service Excellence Workflow Optimization Documentation and Knowledge Base Development TECHNICAL SKILLS - Operating Systems: Windows, macOS, Linux Software: ServiceNow, Zendesk, Active Directory Networking: DNS, DHCP, TCP/IP Basic Scripting: PowerShell, Bash Hardware: Workstation Setup, Printer Troubleshooting CERTIFICATIONS - Advanced executive program in cybersecurity - Bangalore ITIL Foundation Six Sigma principles Fortinet Network Security expert Level 1 Fortinet Network Security expert Level 2 AWS Fundamentals