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AKHIL SOMAIYA

@akhilsomaiya

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IT Support Specialist and CAPM-certified project manager driving service excellence and operational efficiency.

United States

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What I'm looking for

I seek an entry- to mid-level IT specialist or project management role (hybrid, on-site, or remote) where I can apply Agile, ITIL, and Generative AI to solve complex issues, drive efficiency, and deliver excellent user support.

I am an IT Support Specialist and CAPM-certified project manager with 3+ years delivering technical support, customer service, and IT project execution across hybrid and remote environments.

I consistently achieve high service metrics — 95%+ customer satisfaction, 85%+ first-call resolution — and have automated workflows to reclaim senior technical hours while reducing escalations and recurring incidents.

I leverage ServiceNow, Zendesk, Active Directory, Jira, Generative AI, and Agile methodologies to manage projects, improve processes, and deliver measurable operational improvements.

Experience

Work history, roles, and key accomplishments

IT Support Specialist

Pharma Link, Inc.

Apr 2025 - Jun 2025 (2 months)

Managed WMS inventory, processing 200+ returns and verifying 250+ units daily to achieve 99.5% inventory accuracy and reduced manual data errors by 85%. Implemented 5S standards and quality control that cut safety incidents 30% and reduced customer return rates 12%.

WMS Inventory Management Quality Control Documentation Data Quality

Customer & Tech Support

Foundever

Jan 2024 - Mar 2025 (1 year 2 months)

Handled 150+ inbound TurboTax support calls monthly with 95% FCR and drove CSAT to 4.8/5 while documenting 100% of interactions in Zendesk, Salesforce, and ServiceNow to meet 48-hour SLA. Reduced ticket resolution time 30% through escalation and tool optimization.

Zendesk ServiceNow Salesforce Customer Support Troubleshooting CRM Remote Collaboration Jira CSAT

Help Desk Technician

Think IT AI

Jan 2021 - Dec 2023 (2 years 11 months)

Provided support to 30+ users weekly using ServiceNow and Zendesk, achieving 98% CSAT and 85% FCR; automated 70% of tickets with scripts saving 180+ senior hours annually and reducing escalations 15%.

ServiceNow Zendesk Scripting Ticketing Troubleshooting SLA Management

T1 iOS Technical Support

Kelly Connect

Jan 2020 - Dec 2020 (11 months)

Managed 30+ daily Mac/iOS cases via AppleCare and remote management, achieving 90% FCR and 80% CSAT; resolved 100% of data migration/storage incidents and reduced repair turnaround time 30% through coordination.

Remote Management Data Migration Troubleshooting Compliance

Information Technology Intern

St. Petersburg College

Jan 2019 - Dec 2019 (11 months)

Resolved 25+ Tier 1/2 tickets daily using ServiceNow and RDP with 97% FCR and 95% CSAT; configured 100+ endpoints with MDT and BitLocker and implemented PowerShell/SCCM automation reducing recurring errors 20%.

ServiceNow Bitlocker PowerShell SCCM RDP Ticketing Systems

Education

Degrees, certifications, and relevant coursework

St. Petersburg College

Bachelor of Applied Science, Project Management / Computer Information Technology

Activities and societies: Multicultural Club Vice-President; led events, workshops, and fundraising; mentored members; organized cross-campus initiatives.

Completed a Bachelor of Applied Science in Technology Development & Management with a focus on Project Management and an Associate of Science in Computer Information Technology; coursework and certificates supported help desk and IT management competencies.