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Gaurav Kumar

@gauravkumar64

Senior Analyst at HCL TECHNOLOGIES supporting ADUSA with incident management, SLA monitoring, and L1/L2 technical support.

India

Message

At HCL TECHNOLOGIES, I support the ADUSA project by maintaining operational reports, monitoring incident queues, and helping drive timely ticket resolution in line with SLAs. I also provide L1 and L2 technical support, including remote desktop support over calls and chats.

Previously, I supported SITA at Intellitek Products Private Linited and SMARTEK21 Products Private Linited, handling user access administration and technical support. At SMARTBRAINS ENGINEERING PVT LTD, I supported ADUSA with account provisioning, customer support, SLA management, and data reporting.

Experience

Work history, roles, and key accomplishments

Current

Senior Analyst

Current

HCL Technologies

Generate and maintain operational reports, using company AI tools for fast work process, field service management, incident, request and task management, customer support, ensuring SLA compliance by monitoring incident queues and driving timely resolution of tickets. Provide L1 and L2 technical support and remote desktop support over call and chats.

Incident Management Request Management Task Management SLA Compliance L1 support L2 Support Remote Desktop Support Customer Support AI Tools

Analyst

SMARTEK21 Products Private Limited

Delivered L1 technical support through phone, email, and chat channels for global users, managed incidents, requests, and tasks, and provided technical customer support. Performed user account administration, access provisioning, de-provisioning, and permission management, and handled team management.

L1 support Incident Management Request Management Task Management Remote Desktop Support L2 Support User Account Administration Access Provisioning Team Management

Senior Analyst

Intellitek Products Private Limited

L1 support Incident Management Request Management Task Management Remote Desktop Support L2 Support User Account Administration Access Provisioning Team Management

Analyst

Smartbrains Engineering Pvt Ltd

Performed user account administration, access provisioning, de-provisioning, L1 customer support, incident, request and task handling, and provided resolution to customers. Managed SLA compliance, remote desktop support, and generated and maintained data.