GAURAV MISHRA
Dubai -,UAE
Summary
Detail-oriented and adaptable IT support learner with hands-on exposure to basic troubleshooting, customer issue resolution, and system handling in fast-paced environments. Currently pursuing a Higher National Diploma in Cybersecurity, with a strong interest in networking, data analysis, and technical support. Experienced in handling user queries, identifying problems, and providing practical solutions while maintaining service standards. Comfortable working with tools like Microsoft Office, Power BI and learning networking concepts to build a strong IT foundation.
Overview
4
4
years of professional experience
Work history
IT Support Associate
Global Connect Services
Dehradun, India
2023.02 - 2025.03
- Acted as first point of contact for users, assisting with basic technical and service-related issues via calls and chat.
- Identified common system and user issues and provided step-by-step troubleshooting support.
- Logged and tracked issues, ensuring timely resolution within defined service timelines (SLA).
- Coordinated with internal technical teams for issue escalation and follow-ups.
- Gained exposure to handling high-volume support queries while maintaining accuracy and response quality.
IT Assistant / Support Associate
Urban Threads
Dehradun, India
2021.01 - 2022.12
- Supported day-to-day operations involving billing systems, POS handling, and basic technical issue resolution.
- Assisted in maintaining system accuracy, handling minor software or system-related issues during store operations.
- Managed customer data and reports using Excel for tracking sales and inventory.
- Helped troubleshoot basic device or system errors to ensure smooth workflow.
- Maintained clear communication between staff and management regarding operational or technical issues.
Education
Higher National Diploma - Cyber Security
GLOBAL BUSINESS STUDIES (GBS)
Dubai 2025.04 -
Skills
- IT Troubleshooting & Technical Support
- Microsoft Office (Excel, PowerPoint, Word)
- Power BI (Basic Dashboard Understanding)
- Data Handling & Reporting
- Networking Fundamentals (Basic Concepts)
- Customer Support (Technical Non-Technical)
- Problem Solving & Critical Thinking
- Call Handling & User Assistance
- Communication & Documentation
- SLA Awareness & Issue Resolution
- Presentation designing
- Cybersecurity principles
Languages
English
Fluent
Hindi
Native
Accomplishments
* Recognized for consistent performance and user support efficiency at Global Connect Services.
* Successfully handled and resolved high-volume user queries with structured problem-solving approach.
* Completed academic projects involving data analysis, reporting, and visualization using tools like Excel and Power BI.
Timeline
Higher National Diploma - Cyber Security
GLOBAL BUSINESS STUDIES (GBS)
2025.04 -
IT Support Associate
Global Connect Services
2023.02 - 2025.03
IT Assistant / Support Associate
Urban Threads
2021.01 - 2022.12