Learning a new skill and Troubleshooting Methods
Nikhil Kumar K A
Senior Executive - Technical Support
Kochi
Summary
Technical Support technician with over 6.2 years of experience assisting customers with various Apple Hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 98% of issues without transferring to Tier 3 Support. Seeking an mid-level position to build my career in a high level professional environment. ACE awarded as a Mac expert and for customer satisfaction samples.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Technical Support
Ample Technologies Pvt Ltd.
10.2018 - Current
- Company Overview: Apple Certified Technician with 5.2 years of experience in Ample Technologies Pvt Ltd.
- Provided technical support to clients, addressing their concerns and ensuring optimal system performance.
- Diagnosing and troubleshooting Apple computers and iOS devices following by Apple service Guidelines.
- Provided timely technical support, resulting in improved customer satisfaction ratings.
- Enhanced customer satisfaction by providing knowledgeable and courteous technical support during installations.
- Provided technical support to colleagues, contributing to a knowledgeable and efficient workforce.
- Increased customer satisfaction by providing timely and effective technical support.
- Provided technical support during software installation and configuration.
- Trained newly hired technicians for repairing Apple computers and iOS devices.
- Provided great customer service and restored customer confidence in Apple products.
- Coordinated with L1 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Escalated Support desk tickets level 3 in the most crucial circumstances and after considerable time has been spent on a single ticket.
- Onboarded and trained all incoming junior tech support specialists.
Education
Diploma - Business of Accounting
C-DIT
Thrissur, Kerala 10.2020 - 04.2021
Diploma - Civil Engineering with Auto CAD
Private ITI- NCVT
Thrissur, Kerala 05.2014 - 11.2016
Diploma - Communication Skills
Alison - Online education company
02.2021 - 03.2021
Higher Secondary Education +2 - Commerce
Thrissur, Kerala 04.2012 - 12.2014
Skills
Apple Certified iOS Technician - ACIT
Apple Certified Mac Technician - ACMT ( Tech ID - K242948F03)
Apple Software trouble shooting & Problem solving
Phone & E-Mail Technical Support
Communication & Interpersonal Skills
Ability to focus and keep calm under pressure
Product knowledge
Technical diagnostics
Customer technical support
Websites
Interests
Reading and writing
Solo sports
Team sports
Learning languages
Personal Information
Date of Birth: 10/16/96
Accomplishments
2024 - ACE Award - Mac Expert
Timeline
Diploma - Communication Skills
Alison - Online education company
02.2021 - 03.2021
Diploma - Business of Accounting
C-DIT
10.2020 - 04.2021
Technical Support
Ample Technologies Pvt Ltd.
10.2018 - Current
Diploma - Civil Engineering with Auto CAD
Private ITI- NCVT
05.2014 - 11.2016
Higher Secondary Education +2 - Commerce
04.2012 - 12.2014
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