It Support Specialist

Akash R Nair

646-***-**** ***************@*****.*** linkedin.com/in/akash-r-nair South Richmond Hills, NY

Professional Summary

IT Support Specialist with 2+ years in infrastructure and end-user support. Skilled in Windows, O365, VPNs,

VMware, and client service. Strong communicator focused on efficiency and uptime.

Experience

Customer and Technical Support Dec 2023 ? Dec 2024

Joules to Watts ? Client: Accenture/Virgin Media O2 Bangalore, Remote

? Resolved Tier 1/2 broadband, TV, and phone issues for UK clients.

? Handled 60+ daily tickets using Salesforce and internal tools.

? Reduced callbacks by 25% through efficient troubleshooting.

? Achieved 92% CSAT, trained 5+ new hires, and drove up to 6 sales/day.

? Awarded Top Tech Resolution Performer for 3 consecutive quarters.

IT Analyst ? Infrastructure Services Oct 2022 ? Nov 2023

DXC Technology ? Client: Prudential Financial Bangalore, Remote

? Managed tickets for VIP users via ServiceNow, with callback support for O365 issues.

? Provided L2 support for O365, VPN, Outlook, Smart View, and Teams.

? Resolved AD and Exchange issues using CMD, PowerShell, and VMware tools.

? Supported VDI and server restarts via VMware Admin and Annuity Portal.

? Troubleshot Avaya, IBM Notes, and host programs via IP-based access.

? Automated tasks with scripts, cutting manual work by 30%.

? Maintained 95% SLA and improved resolution speed by 25%.

Education

Rajagiri School of Engineering and Technology Jul 2017 ? Jul 2021

B.Tech in Computer Science Kerala, India

Certifications

CCNA, Microsoft 365 Certified (2024)

BE10X AI Certified (2025), Microsoft Student Partner ? AI Token

NLP: Twitter Sentiment Analysis (Coursera), IEEE VERTECS ? NIT

Technical Skills

Languages: Python, Java, SQL, CMD, PowerShell

Tools: O365, VMware, SCCM, Salesforce, ServiceNow, Oracle, Avaya

Systems: Windows OS/Server, AD, VDI, Exchange

Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN

Projects

BAYMAX ? Mental well-being app.

Rotten Tomatoes Viewer ? Web scraper for movie ratings.

Flood Relief System ? HTML-based micro project.

Expense Tracker ? CLI Python app using CSV and filters.

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