Rahul Dhawan
IT Support Specialist
IT support professional with 3+ years of experience across technical support, service management, troubleshooting, and automation. Strong background in ticket workflows, cloud platforms, endpoint support, and incident resolution across Apple, telecom, and data environments.
Follow me:
3
Years of experience
Rahul
About Me
IT support and service management experience built across customer support, telecommunications, cloud systems, and software environments. Strength in incident resolution, ticket handling, troubleshooting, escalation coordination, automation, and technical documentation, supported by hands-on work with Microsoft 365, Azure, Google Workspace, VMware, PowerShell, Python, and service desk platforms.
My expert
areas
Specialized in IT support, incident resolution, service desk operations, cloud platforms, troubleshooting workflows, and automation for efficient technical service delivery.
Skills
IT Service Management
Incident Resolution
ServiceNow
Microsoft 365
Azure
PowerShell
-
100
Issues Resolved -
85
First Contact Resolution (%) -
30
Recurring Incident Reduction (%) -
35
Reporting Pipeline Improvement (%)
Education
Post-graduate Diploma in Web Design & Development
Conestoga College
Ontario
Not Provided
Bachelor’s Degree in Computer Science Engineering (WES #6039567IMM)
Chitkara University
India
Not Provided
Experience
Apple Inc. (Transcom)
Technical Customer Support Advisor | October 2025 - Present
- Resolved 100+ macOS and iOS issues using structured diagnostics, achieving 85% FCR and improving technical issue resolution outcomes.
- Coordinated escalation workflows with engineering teams, reducing recurring incidents by 30% through consistent issue tracking and resolution support.
- Managed high volume ticket queues while maintaining 55% SLA adherence through structured prioritization and service-focused support processes.
- Analyzed recurring fault trends from tickets, implementing corrections that reduced 10+ repeat issue channels across support operations.
M2M Tech Bytes
Data Analyst Specialist | January 2025 - June 2025
- Developed 20+ automated dashboards that improved leadership decisions by 25% through refreshed reporting outputs and data visibility.
- Led Azure ML classification model development, improving prediction accuracy by 15% and reducing turnaround across analytical workflows.
- Converted analytical insights into business recommendations, enabling stronger stakeholder adoption and more effective decision support initiatives.
- Automated reporting pipelines, reducing processing effort by 35% and enabling more time for higher value data exploration tasks.
Rogers Communications (Gatestone)
Telecommunications Support Specialist | February 2023 - November 2024
- Performed installation upgrades using standardized processes, maintaining 58% service timelines while supporting compliance and operational consistency.
- Mentored 5+ technicians on diagnostics, increasing troubleshooting accuracy to 96% and lowering escalation frequency across technical support tasks.
- Deployed Azure machines with RBAC and MFA, improving utilization while reducing infrastructure-related costs by 10%.
- Documented troubleshooting workflows, accelerating technician onboarding by 30% and strengthening support process consistency across teams.
Unicom Technologies
Systems Software Developer | September 2020 - September 2021
- Secured Node.js APIs with encryption, improving scalability by 40% while protecting application data across software development projects.
- Collaborated in Agile sprint cycles, reducing timelines by 30% through Jenkins CI/CD automation and coordinated release workflows.
- Executed regression testing and release validation, lowering production defect rates by 15% across deployment cycles.
- Assessed full development lifecycle activities, including requirement analysis, coding, testing, and controlled deployment phase execution.
Certifications
Microsoft Office 365 Training
Microsoft
Microsoft Azure Fundamentals (AZ-900)
Microsoft
ITIL® 4 Foundation Certification
LinkedIn Learning
Projects
Food Store Web Application
Personal Project
Developer, Tester, Deployer
Skills Used
-
Next.js, JWT Authentication, MongoDB, UI Development, Light Theme Support, Deployment
Key Roles
- Developed a Next.js UI with light themes, enabling persistent preferences and improving user retention by 25%.
- Implemented JWT authentication with encrypted credentials using MongoDB, securing user sessions for 10+ users.
- Managed end-to-end development, testing, and deployment to support a functional and secure live web application.
- Built a user-focused frontend structure that supported usability, session security, and scalable application enhancement.
Personal Portfolio Website
Personal Project
Developer, Tester, Deployer
Skills Used
-
Next.js, Routing Optimization, Component Reuse, Modular Architecture, Frontend Development, Deployment
Key Roles
- Engineered a portfolio website using Next.js with optimized routing and component reuse, reducing page load time by 35%.
- Implemented modular architecture that reduced redundant code by 40% and enabled scalable feature expansion across the project.
- Managed development, testing, and deployment activities to support a stable and performance-focused live portfolio platform.
- Improved maintainability through reusable components and structured application design aligned with future enhancement requirements.
