Nishant D.

I help businesses, MSPs, and IT teams deliver reliable Technical Support, IT Support, and Helpdesk services - resolving issues faster, improving CSAT, FCR, and AHT, and ensuring smooth operations across global time zones. With 17+ years of experience at Microsoft, Wipro, and IBM, I bring deep expertise in Technical Support, IT Support, and L2 Helpdesk operations across multiple channels including Phone Support, Email Support, and Online Chat Support. I’ve successfully resolved over 6,000+ technical cases, consistently meeting KPIs and building trust with global clients. Core Expertise: ✔ Technical Support & IT Support – Windows, Mac, networking, hardware/software troubleshooting, printers, and peripherals ✔ Desktop Support – diagnosing and resolving system errors, connectivity issues, and application failures ✔ Microsoft Outlook & Office 365 Support – setup, troubleshooting, and user assistance ✔ Helpdesk Operations – ticket management, SLA compliance, escalation handling, and queue management ✔ CRM Tools – Zendesk, Dynamics 365, RAVE ✔ MSP Operations Support – dialer setup, live barge QA, workflow optimization, and escalation management ✔ Customer Service Excellence – empathy, active listening, conflict resolution, and relationship building ✔ Team Mentoring & Onboarding – training new hires, coaching agents, and improving performance Client Outcomes I Deliver ✔ Reduced ticket resolution time by 30% through workflow optimization ✔ Improved CSAT scores to 95%+ with accurate, empathetic Tech & IT support ✔ Enabled MSP and IT teams to scale without service disruption Why Clients Choose Me ✔ Proven track record in enterprise IT support and remote helpdesk environments ✔ Remote‑ready setup: high‑speed internet, backup PC, UPS, and noise‑cancelling headset ✔ Balance of technical depth + customer empathy - I solve IT problems while building trust Skills Section • Technical Support • IT Support • Desktop Support • Phone Support • Email Support • Online Chat Support • Microsoft Outlook • Office 365 • Customer Support • Customer Service • Helpdesk • CRM Tools (Zendesk, Dynamics 365) • Ticket Management & SLA Compliance • MSP Operations Support • Queue Management & Escalation Handling • Team Mentoring & Training