Abhishek Prasad
IT Operations
Noida,UP
Summary
Results-driven IT Operations Analyst with a Bachelor of Commerce degree, leveraging skills in troubleshooting, desktop support, and incident management to enhance organizational efficiency. Proficient in using ticketing tools like ServiceNow and ManageEngine for streamlined IT support and service delivery. Solid understanding of hardware installation, cloud services, and server hardware management. Committed to improving end-user computing experiences through strong problem-solving abilities and adherence to ITIL best practices, ensuring compliance with service level agreements. Passionate about delivering high-quality support and continuously seeking growth opportunities within dynamic IT environments.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Analyst II Support Engineer
Telus International
08.2022 - Current
- Acted as an off-role Team Lead, guiding and supporting team members in daily operations and issue resolution
- Delivered End User Computing (EUC) support for desktops, laptops, and enterprise applications, ensuring smooth end-user operations
- Provided remote support for troubleshooting OS, software, VPN, and network connectivity issues using enterprise tools
- Resolved 25–30+ tickets daily while consistently meeting strict SLA targets and maintaining high user satisfaction
- Performed incident management and conducted Root Cause Analysis (RCA) for P1/P2 incidents to prevent recurrence
- Managed Active Directory tasks including user provisioning, access management, password resets, and OU administration
- Monitored infrastructure using SolarWinds and AWS, ensuring proactive issue detection and resolution
- Conducted RCA on server hardware (Dell, HP, etc.), developed action plans, and implemented effective troubleshooting solutions
- Diagnosed and resolved issues related to RDP, VPN, network connectivity, and server performance
- Supported IT asset management, including inventory tracking and lifecycle management
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
Senior Support Engineer, Backline and Field support
Terix International
- Worked as a Global Backline Support Engineer, providing support across multiple technologies and platforms
- Analyzed system logs to identify root causes and troubleshoot complex technical issues
- Supported Windows server environments and performed Root Cause Analysis (RCA) for recurring issues, critical incidents, and service outages
- Created detailed Action Plans for Field Support Engineers and provided backline assistance during complex issue resolution
- Coordinated with field teams to ensure timely incident resolution and SLA compliance
- Managed end-to-end ticket lifecycle, including continuous follow-up with clients until closure
- Sent service satisfaction reports and ensured high customer satisfaction levels
- Prepared and shared daily, weekly, and monthly performance reports
- Oversaw and supported field operations and service delivery activities
- Managed and guided a team for NCR region, ensuring efficient service delivery and team coordination
Enterprise Support Engineer
Tekminders IT Services International Pvt. Ltd.
11.2020 - 05.2021
- As a Resident Engineer at the MPMKVVCL Data Center in Bhopal, I ensured high system availability by installing, configuring, and maintaining critical server and storage infrastructure. I meticulously analyzed system logs to troubleshoot faults, managed hardware replacements, and oversaw the spare parts inventory to prevent operational delays. Additionally, I handled all stakeholder communication by preparing detailed daily, weekly, and monthly service reports on data center health and performance.
- Dell Authorized Service Provider.
Resident Engineer at Tata Teleservices Data Center
Terix International
12.2018 - 01.2020
- Worked as a Resident Engineer (L1 Support) managing enterprise infrastructure for clients including Tata Teleservices in multi-vendor environments (HP, IBM, Dell). Analyzed system logs and performed troubleshooting, RCA for critical incidents, and handled hardware replacements based on L2/L3 action plans. Installed and maintained servers, storage, and network devices, managed spare parts inventory, and ensured high customer satisfaction through proactive support and timely reporting. Provided field support across multiple client locations and ensured complete issue resolution through consistent follow-ups.
- TERiX Computer services, (Resident Engineer Tata Teleservices.)
Service Desk
Cynna India Pvt. Ltd.
- 08.2017
- Coordinated with Field Engineers, Backline Teams, and customers to ensure efficient issue resolution while managing the full incident lifecycle with minimal business impact. Investigated and resolved incidents within SLA timelines, supported triage and logistics coordination, and documented troubleshooting steps. Collaborated with cross-functional teams during critical incidents, contributed to RCA with Problem Management, updated CMDB, ensured ITIL process adherence, and worked closely with Service Desk for proper incident logging and escalation.
Service Help Desk
Cynna India Pvt. Ltd.
- 05.2017
- Handled client calls and provided technical support for hardware, software, and networking issues, including troubleshooting browser, email, and system problems. Managed software installation, antivirus support, network configuration (LAN/WAN, Wi-Fi, DSL), and performed system optimization for improved performance.
Service Help Desk
Emerging World Solution
- 05.2016
- Resolved user tickets for hardware, software, and networking issues, handled installation and configuration of systems and applications, provided remote troubleshooting and user guidance, ensured system functionality, and maintained documentation with follow-ups for resolution.
Education
Bachelor in Commerce -
Gorakhpur University
04.2001 -
Skills
Servers : Dell, HP, IBM, SUN etc
Routers : Supporting Networking devices CISCO, HP etc
Operating Systems : Windows XP/VISTA/7/8/10 Mac os,
Skill set : Putty, Cisco packet tracer, Cloud, Amazon Web Service, Networking in CCNA Cloud (Amazon Web Service, Azure Cloud, SQL
Server maintenance
ITIL framework
Infrastructure monitoring
Operating systems
Remote support
Troubleshooting skills
Hardware troubleshooting
Certification
Dell - System Management Concept Methodology
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Analyst II Support Engineer
Telus International
08.2022 - Current
Enterprise Support Engineer
Tekminders IT Services International Pvt. Ltd.
11.2020 - 05.2021
Resident Engineer at Tata Teleservices Data Center
Terix International
12.2018 - 01.2020
Bachelor in Commerce -
Gorakhpur University
04.2001 -
Service Desk
Cynna India Pvt. Ltd.
- 08.2017
Service Help Desk
Cynna India Pvt. Ltd.
- 05.2017
Service Help Desk
Emerging World Solution
- 05.2016
Senior Support Engineer, Backline and Field support
Terix International
Disclaimer
Date Thank You (Abhishek Prasad)