Nikhil Kumar
Technical Process Specialist - L3
Berlin
Summary
A Masters Student in Engineering management with 5 years of experience in IT support, product management, and application support. Specializing in IoT, manufacturing, and product development. Passionate about technology, innovation, and continuous skill expansion. Seeking full-time roles in Technical Support/ System administration/ IT or Engineering Management roles in Berlin/Germany to drive innovation and operational excellence.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
4
4
Languages
Work History
Technical Process Specialist (Google)
Infosys Limited
03.2023 - 03.2024
- Specialized in solving technical issues in Google Workspace applications (Google Meet, Google Chat, Google Voice, Google Vault), enhancing team collaboration and communication.
- Achieved a 98% client satisfaction rate and maintained high First Contact Resolution (FCR) rates by streamlining support processes.
- Served as a subject matter expert on critical system upgrades, providing valuable insights and recommendations for enhancements.
- Established a robust knowledge base repository containing articles, FAQs, and troubleshooting guides aimed at enhancing user self-service capabilities.
- Collaborated with a 50+ member international team, trained 20+ colleagues, and worked closely with management and developers to optimize application usage.
Associate Professional Service Delivery Coordinator
DXC Technology
05.2021 - 03.2023
- Demonstrated proficiency in Windows Server administration, Microsoft Office Suite support, SAP account management, VPN, Network and Access Management with Active Directory.
- Established and maintained strong relationships with stakeholders by delivering high-quality technical support, building trust and confidence in our capabilities.
- Led end-to-end activities across 9+ branches in the EU and AA region, providing seamless technical support to over 1,000 employees.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Identified areas of improvement in service delivery processes, implementing changes that led to increased efficiency.
Operations Analyst-Leisure Group & FIT
Royal Arabian Tours LLC
06.2018 - 07.2020
- Proficient in coordinating and managing logistics operations to ensure the timely execution of customer services, leveraging CRM systems and tools for optimal efficiency.
- Successfully implemented upselling strategies and agent acquisitions, boosting monthly revenue by ~65,000 AED.
- Actively participated in strategic planning initiatives, identifying opportunities for business growth and profitability, contributing to overall company success.
- Fostered collaboration and communication within the team, encouraging knowledge sharing and enhancing team performance to achieve common goals.
- Maintained strong relationships with 100+ clients, including MMT and Trip Advisor, ensuring high customer satisfaction, positive feedback, and managed DNS and Host management systems for smooth operations.
Education
Master of Science - Engineering Management
IU INTERNATIONAL UNIVERSITY OF APPLIED SCIENCES
Berlin, Germany 05.2024 - 03.2025
Bachelor of Science - Electronics and Communication
Visvesvaraya Technological University
Mangalore, India 05.2014 - 06.2018
Skills
- Active Directory management and IOT
- SAP (ERP and BW)
- Microsoft O365: Microsoft Word, Excel, PowerPoint Access
- Windows, MAC, Linux ,Application and Softwares support
- EMEA, ServiceNow, Confluence, Jira, and Vector ticketing portals
- SCCM Exchange License Management, DNS and Webhosting
- Power BI, Okta, Citrix and VPN Clients
- Basics of C, C, Python and PCB Desinging, Matlab/VLSI Web
- Leadership, Decision making and Critical thinking
- Relationship building, Good Communication and Writing Skills
- Operations planning Team Management / Team Work
- Technical support and troubleshooting skills
Certification
ITIL V4 Foundation Certificate in IT Service Management, People Cert, Axelos
Additional Information
- Awarded Employee of the Month and Quarterly Awards for exceptional performance, achieving quick resolutions, high First Contact Resolution (FCR) rates, and 100% customer satisfaction
- Developed simplified knowledge base (KB) articles to streamline processes, enabling faster issue resolution and improving overall team efficiency.
Timeline
Master of Science - Engineering Management
IU INTERNATIONAL UNIVERSITY OF APPLIED SCIENCES
05.2024 - 03.2025
Technical Process Specialist (Google)
Infosys Limited
03.2023 - 03.2024
Associate Professional Service Delivery Coordinator
DXC Technology
05.2021 - 03.2023
Operations Analyst-Leisure Group & FIT
Royal Arabian Tours LLC
06.2018 - 07.2020
Bachelor of Science - Electronics and Communication
Visvesvaraya Technological University
05.2014 - 06.2018
Similar Profiles
Ekta DakhaneEkta Dakhane
Technology Analyst at Infosys LimitedTechnology Analyst at Infosys Limited
BISWANATH DASBISWANATH DAS
Project manager at Infosys LimitedProject manager at Infosys Limited
Sriram Chennimalai SubbukrishnanSriram Chennimalai Subbukrishnan
Technology Architect | Oracle EBS R12.2.4 Enhancements at Infosys LimitedTechnology Architect | Oracle EBS R12.2.4 Enhancements at Infosys Limited