Pallav Agrawal
@pallavagrawal
Senior technical support specialist focused on customer success and SLA-driven problem solving.
IndiaWhat I'm looking for
I’m a Customer Success and Technical Support Specialist with over 8 years of enterprise-level IT support experience, delivering Tier 1 and Tier 2 remote assistance across voice, email, and chat. I’m known for managing high-volume support operations, resolving complex IT and infrastructure issues in Windows OS environments, and using ITSM tooling to meet tight Service Level Agreements (SLAs) while keeping customer satisfaction consistently high.
At HCL Technologies Ltd, I supported global users for a UK-based mining company and a US-based office supply retailer, repeatedly exceeding performance metrics and earning two rapid promotions—from Senior Analyst to Level 2 Specialist, then to Senior Specialist. My disciplined return to the workforce follows a structured sabbatical focused on long-term project execution and extreme goal-setting, strengthening my analytical mindset and delivery approach.
Experience
Work history, roles, and key accomplishments
Independent Sabbatical
Self-Directed
Dec 2018 - Present (7 years 7 months)
Conceptualized and structured a comprehensive novel, managing worldbuilding and narrative design as a long-term solo project. Completed data-driven health optimization with habit tracking and planned complex travel logistics across India.
Delivered Tier 1 and Tier 2 remote technical support for enterprise users, resolving complex IT and infrastructure issues across Windows environments. Managed omnichannel support (phone, email, chat) for a global user base and advanced through multiple promotions to Senior Specialist.
Provided remote troubleshooting and customer service support for a US-based computer software company, maintaining top-tier technical accuracy and high customer satisfaction. Was formally recognized by management for exceptionally high CSAT scores.
Technical Support Associate
VCare
Aug 2010 - Dec 2010 (4 months)
Supported customers of a US-based telecom provider with network connectivity, service configurations, and device troubleshooting. Resolved customer issues while strictly adhering to operational SLAs.
Education
Degrees, certifications, and relevant coursework
National Institute of Open Schooling (NIOS)
Senior Secondary (12th Standard), Senior Secondary Education
Completed the Senior Secondary (12th Standard) program at National Institute of Open Schooling (NIOS) in New Delhi, India.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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