+ Years of professional experience
Aman Prahallada
Senior IT Service Engineer
Bengaluru,KA
Summary
Dynamic Senior IT Service Engineer with a proven track record at Pluralsight, excelling in IT asset management and vendor relations. Expert in Workspace ONE and Active Directory, I drive service improvements and maintain over 98% SLA compliance, while mentoring teams to enhance service quality and user satisfaction.
Overview
7
7
3
3
Certifications
6
6
years of post-secondary education
Work History
Senior IT Service Engineer
Pluralsight
Bangalore
07.2022 - Current
- Own and Lead end-to-end Service Desk operations for a global user base, acting as a primary escalation point for P1/P2 incidents and consistently maintaining >98% SLA compliance.
- Lead imaging, deployment, and lifecycle management of macOS and Windows endpoints using Workspace ONE, JAMF, and Azure Autopilot, ensuring secure and standardized device provisioning.
- Manage end-user onboarding and offboarding, including account provisioning, access control, and asset allocation, ensuring audit readiness and zero access gaps.
- Provide advanced support for SaaS platforms such as Zoom, Google Workspace, Slack, GitHub, Okta, Cisco VPN, and Zscaler, resolving complex access and connectivity issues.
- Administer and resolve mailbox-related issues including migrations, mail tracing, shared mailboxes, and distribution lists using Exchange Admin tools.
- Ensure high availability and uptime for employee workstations, conference rooms, and collaboration spaces through proactive monitoring and rapid incident response.
- Deliver comprehensive A/V and conference room support, including Zoom Rooms and Google Meet rooms, configuring and troubleshooting equipment for small meeting rooms through executive boardrooms.
- Manage IT asset inventory, procurement, warranties, AMC tracking, and vendor coordination, maintaining accurate documentation for audits and compliance.
- Support office relocations, new space buildouts, and floor expansions by planning and implementing IT infrastructure, cabling, and endpoint readiness.
- Troubleshoot hardware, software, printer, network, Wi-Fi, VPN, and proxy issues, ensuring minimal business disruption and high user satisfaction.
- Drive continual service improvement initiatives by creating SOPs and knowledge articles, reducing repeat incidents and improving first-contact resolution.
- Mentor and train new Service Desk engineers, accelerating ramp-up time and strengthening overall team capability and service quality.
- Collaborate closely with IT, Procurement, Finance, and Operations teams to streamline processes, including reducing vendor onboarding turnaround time by 25%.
Senior Technician
Dell Technologies
Bangalore
02.2022 - 07.2022
- Provided senior-level technical support and desktop support services.
- Managed end-user onboarding and offboarding activities.
- Handled high-priority incidents and coordinated escalations to resolver teams.
- Managed tickets using Sprinkler and ServiceNow while maintaining SLA compliance.
Senior IT Support
Cognizant Technologies
Bangalore
01.2021 - 02.2022
- Supported a global user base (USA, UK, EMEA, Nordic, APAC) in a 24x7 enterprise environment.
- Handled high ticket volumes across calls, chats, emails, and tickets with end-to-end ownership.
- Managed identity and access via Active Directory and Azure MFA.
- Administered Exchange Online (mailboxes, migrations, tracing, licenses).
- Troubleshot VPN, Wi-Fi, proxy, OS, encryption, and SCCM-related issues.
- Coordinated with third-party vendors and internal resolver teams.
- Contributed to knowledge management and SLA improvement.
Technical Analyst
Accenture
Bangalore
06.2019 - 08.2020
- Supported large-scale retail and enterprise environments.
- Handled P1/P2 business-critical application incidents.
- Managed store applications, hardware, servers, and HRX (HR & Payroll) issues.
- Performed multi-step troubleshooting under time pressure.
- Coordinated with infrastructure and application teams.
- Maintained SLA compliance across incidents, calls, and service requests.
- Communicated effectively with store users and corporate stakeholders.
- Ensured service continuity across geographically distributed locations.
Associate IT
Concentrix
Bangalore
03.2017 - 02.2019
- Were the first point of contact for end users in a high-volume support environment.
- Handled desktop, OS, application, login, and basic network issues.
- Performed initial triage and escalation, following ITIL-style workflows.
- Maintained strict SLA and quality compliance.
- Built strong customer communication and documentation skills.
- Contributed to process improvements and reduced repeat incidents.
Education
MCA - Cyber Security
Amity University
07.2025 - Current
Master of Business Administration - IT And Finance
Annamalai University
India 04.2020 - 05.2022
Bachelor of Commerce - Finance
Bangalore University
India 04.2013 - 05.2016
Skills
- Google Workspace and M365
- IT asset management
- Okta and Active Directory administration
- Zoom and Slack management
- VMware Workspace ONE and Jamf Pro
- MS Intune and CloudM
- Zendesk and ServiceNow expertise
- Atlassian products proficiency
- NetSuite and Coupa integration
- Zscaler asset management
- Procurement and vendor management
- Vendor relations
https://www.linkedin.com/in/aman-prahallada-5bbab012a/
Certification
- ITIL 4 Specialist: High-Velocity IT (HVIT)
- ITIL v4 Foundation Certified (ITSM)
- ServiceNow Micro-Certification
- Microsoft Windows 10 Certification
- Building the Future of Computing
Languages
English
Proficient (C2)
C2
Kannada
Native
Native
Hindi
Upper Intermediate (B2)
B2
Timeline
MCA - Cyber Security
Amity University
07.2025 - Current
Senior IT Service Engineer
Pluralsight
07.2022 - Current
Senior Technician
Dell Technologies
02.2022 - 07.2022
Senior IT Support
Cognizant Technologies
01.2021 - 02.2022
Master of Business Administration - IT And Finance
Annamalai University
04.2020 - 05.2022
Technical Analyst
Accenture
06.2019 - 08.2020
Associate IT
Concentrix
03.2017 - 02.2019
Bachelor of Commerce - Finance
Bangalore University
04.2013 - 05.2016