Karan Kumar Hoolash

IT Support Technician (Level 1 & Basic Level 2), Ubikwi Mauritius

• Provided Level 1 support as the first point of contact for users through phone, email, and the ticketing system.
• Created, logged, and managed support tickets with accurate details.
• Performed initial troubleshooting: password resets, Windows user account issues, hardware/software diagnostics, and anti-virus updates/scans.
• Escalated unresolved issues to Level 2, with full documentation.
• Delivered Level 2 support for escalated tickets: network troubleshooting, Windows configuration, software installation, and basic server checks.
• Applied fixes remotely, and provided step-by-step solutions to end users.
• Ensured timely follow-up with users, confirmed issue resolution, and closed tickets with complete notes.
• French and English

• As Freelancer business.
• Assisted customers in selecting computers, laptops,and electronic products.
• Provided technical support and troubleshooting for hardware, software, and peripheral devices.
• Installed, configured, and updated Windows systems and anti-virus software for customers.
• Created, logged, and managed support tickets for repairs and service requests.
• Performed basic repairs, maintenance, and product demonstrations.
• Maintained product displays, stock, and inventory to ensure smooth store operations.
• Educated customers on product features, warranties, and proper usage.
• Ensured excellent customer service, and resolved complaints efficiently.
• Delivery of Product to customers.

• Provided technical support for hardware, software, and network issues, including Windows systems and anti-virus management.
• Created, managed, and closed support tickets to ensure timely resolution of user issues.
• Assisted customers in selecting computers, laptops, mobile devices, and IT accessories according to their needs.
• Installed, configured, and maintained software and peripheral devices for clients.
• Performed basic troubleshooting and repairs, ensuring smooth operations and minimal downtime.
• Delivered excellent customer service by resolving complaints, providing guidance, and explaining technical solutions in simple terms.
• Maintained inventory, product displays, and stock management to support sales operations.
• Collaborated with technical and sales teams to improve service delivery and customer satisfaction.

• Assisted senior IT staff with installation, configuration, and maintenance of computer systems and networks.
• Gained hands-on experience in troubleshooting hardware and software issues, including Windows OS and anti-virus management.
• Supported ticketing system operations: creating, updating, and closing support tickets under supervision.
• Learned to provide technical support to end-users, addressing common IT problems and guiding them through solutions.
• Assisted with inventory management, software updates, and peripheral device setup.
• Collaborated with team members to complete IT projects and improve internal processes.
• Developed practical knowledge of IT systems, network management, and customer support protocols.