# Gaurav Kumar

Gaurav Kumar is a remote worker on Himalayas, Senior Analyst at HCL Technologies, based in India.

Source: https://himalayas.app/@gauravkumar64

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 1010k+ INR |
| Job categories | Technical Support Analyst, IT Support Specialist, Service Desk Analyst |
| Skills | Incident Management, Request Management, Task Management, Problem Management, Change Management, L1 Technical Support, L2 Technical Support, Technical Support, SLA Management, Remote Desktop Support, User Account Administration, Access Provisioning, Permission Management, Operational Reporting, ServiceNow |

## About

```text
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

### Senior Analyst (current)

[HCL Technologies](https://himalayas.app/companies/hcltech)

```text
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.
```

Skills: Incident-Management, Request-Management, Task-Management, SLA-Compliance, L1-support, L2-Support, Remote-Desktop-Support, Customer-Support, AI-Tools

### Analyst

SMARTEK21 Products Private Limited

```text
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.
```

Skills: 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

```text
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.
```

Skills: 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

```text
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.
```

Skills: User-Account-Administration, Access-Provisioning, L1-support, Incident-Management, Request-Management, Task-Management, SLA-Management, Remote-Desktop-Support, Data-Management

## Education

### Roorkee College of Engineering

Bachelor of Technology, Electronics and Communication Engineering

```text
Pursued a degree in Electronics and Communication Engineering.
```

### Kendriya Vidyalaya Raiwala

Class XII (CBSE), General Studies

```text
Completed Class XII under the Central Board of Secondary Education (CBSE).
```

### Kendriya Vidyalaya Raiwala

Class X (CBSE), General Studies

```text
Completed Class X under the Central Board of Secondary Education (CBSE).
```

## Tech stack

- Bootstrap
- JavaScript
- Python
- Java
- Gemini
- ServiceNow
- ChatGPT
- Claude
- Microsoft Office

To contact Gaurav, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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