Alok Keshari
Sector 135 Noida
Summary
Infra Managed Service Sr Analyst with over seven years of experience in monitoring ServiceNow orchestration, managing 90,000 automated service requests monthly. Enhanced incident response for 200,000 devices through effective tracking and escalation management. Focused on operational excellence and continuous improvement, delivering high-quality technical support and incident management. Proficient in data analysis and performance reporting, driving service delivery and compliance standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Infra Managed Service Sr Analyst
Accenture Solutions Pvt Ltd
Noida
12.2020 - Current
- · Monitored and managed ServiceNow orchestration for 90,000+ automated service requests per month, ensuring smooth and reliable service delivery.
- · Proactively tracked and managed critical, VIP, and ageing incidents for 2+ lakh devices, reducing risk and improving incident response effectiveness.
- · Handled client escalations, managed priority tasks, coordinated team rosters, led daily team huddles, and provided regular status updates to management and team members.
- · Supported a global user base across APAC, EMEA, UK, and US, handling queries via incidents, requests, email, and chat
- · Managed multiple ticket types including Service Requests, Incidents, Complaints, Problems, and Change Requests, ensuring timely resolution and SLA compliance.
- · Created and maintained knowledge base (KB) articles, process documentation, flowcharts, and task completion analysis reports to support operational efficiency and continuous improvement.
- · Executed client ad-hoc tasks with timely delivery, maintained detailed documentation, performed password rotation activities, and conducted monthly KT sessions.
- · Prepared and maintained daily Incident and Service Request reports, open/closed ticket reports, SLA compliance reports, complaint reports, team performance metrics, absence tracking, incident and SR failure analysis, and ServiceNow dashboards.
- · Coordinated with vendors by logging tickets and tracking resolution, ensuring timely fixes for high-priority issues.
- · Managed Azure Automation accounts, runbooks, webhooks, passwords, logic apps, storage accounts, and Azure cost monitoring, optimizing cloud operations and resource usage.
- · Monitored system and application crashesas well as overall system performance using Nexthink and developed action plans to resolve issues and improve stability.
- · Managed BitLocker and Windows patch compliance activities, ensuring security standards and updating dashboardsfor accurate reporting.
- · Handling the migration of the devices for hybrid to IO enrollment and for on Prem to IO enrollment.
- · Managed hardware hashes and Autopilot entries in Azure AD, including Enrollment Status Page (ESP), deployment and configuration profiles, remediation, and platform scripts to streamline device provisioning.
- · Performed remote software installations, upgrades, and repairs via Company Portal, including application deployment/removal, security patches, profiles, certificates, and driver installations.
- · Re-triggered 85,000+ stalled automated service requests in a year by modifying JSON scripts, ensuring uninterrupted workflow and SLA compliance.
- · Generated and shared device compliance reports with the L3 team, coordinating backend fixes and engaging with users as needed to ensure compliance.
- · Managed LogMeIn Rescue tool access for engineers and generated weekly and monthly remote session reports to track support activities.
Infra Managed Service Analyst
Destar Consulting Private Limited
Noida
11.2018 - 11.2020
- Managed incidents, service requests, and escalations via ServiceNow, prioritizing VIP and high-impact tickets.
- Delivered remote technical support for hardware and software issues using LogMeIn, RDP, SCCM, and VDI console.
- Administered Active Directory by creating user accounts and managing group policies.
- Maintained MFA and DUO authentication servers to uphold secure access protocols.
- Provided technical support for network infrastructure including printers, routers, switches, and firewalls.
- Tracked IT assets such as desktops and laptops while coordinating maintenance with vendors.
- Implemented patch management and group policy updates to enhance security compliance.
- Managed service incident tickets, ensuring timely resolution and minimising disruption to business operations.
- Monitored computer system performance and intervened in identified problems.
- Maintained and repaired peripheral equipment connected to laptops and desktops.
- Analysed service performance data to identify trends and recommend improvements for enhanced efficiency.
- Participated in change management processes, assessing potential service impact and recommending mitigation strategies.
- Coordinated with external vendors to resolve service issues, maintaining strong relationships and high service standards.
- Monitored service delivery against agreed benchmarks, identifying gaps and initiating corrective actions.
- Developed comprehensive service-level agreements SLAs that clearly outlined service expectations and responsibilities.
- Prepared and maintained up-to-date documentation on service procedures and protocols, ensuring compliance with industry standards.
- Conducted regular service reviews with clients, gathering feedback to drive continuous service improvement.
- Analysed customer feedback to identify improvement opportunities, leading to a 10% increase in customer satisfaction scores.
- Addressed and resolved escalated service issues, restoring client confidence and safeguarding business relationships.
- Supported SharePoint permissions across Mac, Windows, and VDI environments.
- Installed new hardware and software to meet system specifications and user needs.
Education
Graduation -
Kanpur University
01.2015
Diploma - Computer Hardware & Networking
Jetking Institute
Allahabad01.2015
12th -
U. P Board
01.2012
10th -
U. P Board
01.2010
Skills
- Positive Attitude
- Service Request Orchestration
- Incident management
- Intune Device Managment
- Performance reporting
- Client relationship management
- Change management
- Problem Managment
- Process documentation
- Team collaboration
- Data analysis
- SLA compliance
- Communication skills
- Problem solving
- Excel proficiency
- Project Management
- Excellent time management
- Information gathering
- Outstanding communication
- Business understanding
- Customer service excellence
- Decision making
- Active listening
- Team Leadership
- Product knowledge
- Technical communication
- Log-Me-In Remote tool
- Problem Managmennt)
Certification
Completed Diploma Computer Hardware & Networking from Jetking Institute, Allahabad in 2015.
Completed Server 2012 R2 (Data Center) Training.
Completed Azure 900 Certification. Completed MD-102 Certification in Dec 2025.
ITIL Training Completed.
Nexthink Fundamental Certification Completed.
Languages
Hindi
English
Personal Information
Father's Name: Mr.Balram Keshari
Address
- Current, Wajidpur Sector 135, Noida, Uttar Pradesh, 201304
- Permanent, Ram Nagar, Meja, Prayagraj, Uttar Pradesh, 212305
Hobbies and interests
Listening songs
& Travelling
Disclaimer
I hereby declare that the above details furnished by me are true and best of my knowledge.
Timeline
Infra Managed Service Sr Analyst
Accenture Solutions Pvt Ltd
12.2020 - Current
Infra Managed Service Analyst
Destar Consulting Private Limited
11.2018 - 11.2020
Graduation -
Kanpur University
Diploma - Computer Hardware & Networking
Jetking Institute
12th -
U. P Board
10th -
U. P Board