Open to opportunities

Glad Win User

@gladwinuser

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I lead technical support teams resolving broadband, Windows, printer, GPRS software, and Roku TV issues.

India

Message

What I'm looking for

I'm seeking a challenging role where I can lead teams, deliver quality technical solutions, improve processes, contribute my expertise, and continue developing professionally.

I've led technical support teams at ABOLS IT Solutions and Smart Solutions Infotech, supervising technicians, handling escalations, coaching teams, and monitoring performance metrics including AHT and CSAT.

My background spans customer support for Airtel internet services, broadband and Wi-Fi, Norton Antivirus, Windows OS, printers, software, GPRS software, and Roku TV activation. I focus on clear step-by-step troubleshooting, timely resolution, process improvement, and high customer satisfaction.

Experience

Work history, roles, and key accomplishments

Team Leader - GPRS Software Support & ROKU TV

Smart Solutions Infotech

Mar 2020 - Sep 2025 (5 years 6 months)

Supervised technicians handling GPRS software and Roku TV activation issues, ensuring timely resolution. Provided coaching and training, monitored performance metrics like AHT and CSAT, and acted as a liaison between team and management.

Team Leadership Performance Metrics Coaching Process Improvement

Team Leader - Windows OS & Printer

Abols IT Solutions

Jan 2012 - Dec 2019 (7 years 11 months)

Supervised Level 2 technicians, monitored performance and call quality, and handled escalated technical issues. Provided coaching, feedback, and training to improve team skills and customer satisfaction.

Team Management Performance Monitoring Escalation Handling Coaching Training Customer Satisfaction

Level 2 Technician - Windows OS & Printer

Quattro BPO Solutions

Oct 2010 - Oct 2011 (1 year)

Troubleshot Windows startup issues, errors, and performance problems, and installed and fixed printers including drivers and connectivity. Supported software installation, activation, and error resolution.

Windows Troubleshooting Printer Support Software support Documentation

Level 2 Technician - Windows OS & Printer

Iyogi Technical Services Private Ltd

Oct 2009 - Sep 2010 (11 months)

Provided technical support for Windows OS issues, including boot failures and driver errors, and guided customers through updates and security settings. Assisted with printer installation, configuration, and troubleshooting.

Windows Troubleshooting Printer Support Installation

Level 2 Technician - Broadband & Norton Antivirus

HCL Technologies Ltd BPO Services

Jan 2008 - Sep 2009 (1 year 8 months)

Resolved broadband and Wi-Fi issues, including slow speed and disconnections, and configured modem/router settings. Provided Norton Antivirus support, including installation, activation, and troubleshooting.

Norton Antivirus Problem Solving Escalation Management

Level 1 Technician - Mobile & Desktop Support

Kochar Infotech Pvt. Limited

May 2006 - Jan 2008 (1 year 8 months)

Provided customer support for Airtel customers, troubleshooting mobile data and internet connectivity issues. Guided customers through APN settings, GPRS configuration, and computer internet setup via tethering and hotspots.

Customer Support Troubleshooting APN Settings