Open to opportunities

Akshay k Tiwari

@akshayktiwari

Message

I resolve high-volume technical support issues and maintain reliable IT infrastructure across ticketing platforms.

India

Message

I've supported Samsung customers at Teleperformance by managing Zendesk, CRM, and CS HUB tickets from logging through resolution, while providing remote troubleshooting through AnyDesk.

At AICTSL, I maintained Bitla ticketing infrastructure serving 5,000+ daily users, sustained 99.5% uptime over three years, and reduced recurring technical incidents by about 40%. I also led a team of four technicians to keep support operations stable.

I've led a zero-critical-downtime IT domain migration for 100+ users at Emaar Group and supported application deployments at Aerobyte IT Solutions. I also built Indore Connect, a full-stack marketplace connecting 100+ local vendors and users with real-time booking.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Engineer

Current

Teleperformance

Jul 2026 - Present (2 months)

Handle inbound customer support queries for the Samsung process, managing cases through Zendesk and CRM ticketing platforms. Manage end-to-end ticket lifecycle and provide remote troubleshooting via AnyDesk.

Zendesk CRM CS Hub Any Desk Ticket Management Remote Desktop Support Troubleshooting SLA Adherence

Full Stack Developer Intern

Novitech

Nov 2025 - Dec 2025 (1 month)

Developed 10+ responsive client-side prototypes and landing pages, collaborating with clients to resolve requirement and support queries.

Frontend Development Responsive Design Client Collaboration Customer Queries

Software Engineer / IT & Marketing Head

Aerobyte IT Solutions

Oct 2023 - Sep 2025 (1 year 11 months)

Provided technical support and troubleshooting for internally developed applications, coordinating fixes across a 4-person team to meet client SLAs. Supported deployment and post-launch issue resolution for a vendor-service marketplace platform.

Technical Support Troubleshooting SLA Adherence Team Leadership Deployment Issue Resolution

IT Specialist

Emaar Group

Jan 2023 - Mar 2023 (2 months)

Led full IT infrastructure migration to a new company domain for 100+ users, completing the transition with zero critical downtime. Coordinated with cross-functional teams to maintain 99%+ operational continuity.

Infrastructure Migration Project Coordination Ticketing Tools Operational Continuity

IT Specialist

AICTSL (Chartered Bus)

May 2019 - Oct 2022 (3 years 5 months)

Managed high-traffic Bitla ticketing infrastructure serving 5,000+ daily users, sustaining 99.5% system uptime over 3 years. Logged, triaged, and resolved 100+ support tickets monthly, leading a team of 4 technicians.

Ticketing Systems System Uptime Monitoring Ticket Management Team Leadership Performance Optimization