ANKIT DUBEY
Lucknow
Summary
Strategic engineer pursuing a professional opportunity to leverage advanced knowledge of project management, server maintenance and system deployment illustrated across several years of superior industry performance.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Goal-oriented professional successfully assists companies by developing and implementing updates to operational standards, team organization and employee engagement strategies. Proactive and personable leader with top-notch skills in streamlining information, prioritizing tasks and approaching issues with analytical mindset. Bringing years of experience and demonstrated track record of success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Analyst
HCL Technologies Limited
07.2022 - 05.2026
- Acted as the first point of contact for client service issues, technical troubleshooting, and incident resolution while maintaining high customer satisfaction and SLA adherence.
- Handled complex service requests and support tickets using ticketing systems such as ServiceNow and Jira, ensuring timely resolution and accurate documentation.
- Provided remote desktop support for end users by troubleshooting issues related to Windows systems, Office 365, VPN connectivity, Active Directory accounts, email access, printers, and enterprise applications.
- Educated clients and internal users on newly implemented services, systems, tools, and procedures to improve self-service adoption and operational efficiency.
- Processed complex account service requests through web-based portals, emails, and paper forms, ensuring accuracy and compliance with organizational policies to enhance service delivery.
- Interacted directly with customers through inbound and outbound calls, emails, and chat support to provide immediate solutions for technical and service-related issues.
- Utilized internal applications and support tools to record incidents, update case details, and maintain accurate service records within the ITSM platform. Performed Active Directory administration tasks including user account creation, password reset, account unlock, group membership modification, and access provisioning/deprovisioning.
- Supported Office 365 applications including Outlook, Teams, OneDrive, and SharePoint by resolving login, synchronization, mailbox, and collaboration issues.
- Assisted users with VPN and remote connectivity troubleshooting for secure access to enterprise systems and applications.
- Participated in daily team meetings, operational huddles, and brainstorming sessions to discuss process updates, recurring issues, and continuous process improvement opportunities.
- Collaborated with infrastructure, network, security, and application support teams for issue escalation, root cause analysis, and incident resolution. Contributed to knowledge base documentation, SOP creation, and process enhancement initiatives to improve support quality and reduce ticket resolution time.
- Monitored ticket queues, prioritized incidents based on severity and business impact, and ensured timely follow-up and closure of service requests. Maintained strong communication with users and stakeholders throughout the incident lifecycle while delivering customer-focused technical support.
- Implement and manage Microsoft Intune including device manage and mobile device management and application management
- Achieved cost-savings by developing functional solutions to problems.Communicated with clients to understand system requirements.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Assisted users with installation of new applications or software updates as needed.
Project Engineer
Parvati and Associates (Civil and Electrical Unit)
03.2018 - 03.2020
- Schedule preparation, pre-planning and resource forecasting for engineering and other technical activities relating to the project, and project delivery management
- Performance management of vendors
- Managed a team of around 50 ITI workers in a shift
- Responsible for end to end management 4M (panels and other hardware devices)
- Managed dealings with 10+ vendors for cost,supply, delivery and maintenance of project sub heads
- Inventory management of material and building a robust system for keeping a check on the cost effectiveness of inventory
- Responsible for Safety of associates and safety SOPs during project work
- Optimization of Inventory - Cost reduction and rehaul of inventory by applying techniques of TPM and Inventory Management Kaizens, leading to a cost reduction of INR 5 lacs per month
- Re standardization of wiring layout in the dedicated project sub head, leading to a safer and simpler mechanism, which is easier to maintain
- Vendor prioritization and optimisation, which helped in reducing DOH cover from 10 to 5 days for panels and cases and from DOH 4 to 2 days for nuts, bolts, screws etc
- Was awarded Safety Superstar of the Project for safely leading the project to conclusion
Intern
Uttar Pradesh Power Corporation Limited (UPPCL)
06.2017 - 07.2017
- Vocational Training for understanding aspects of power generation and power supply
Education
B.Tech - Electrical and Electronics Engineering
Babu Banarasi Das Northern India Institute of Technology
01-2017
Class XII - Science (PCM)
New Public Inter College
01-2013
Class X - All Subjects
New Public Inter College
01-2011
Skills
- Client management
- Performance monitoring
- Client relationship management
- Technical troubleshooting
- C
- HTML
- Embedded System
- Windows 2000
- Windows 7
- Windows 10
- MS-OFFICE
- Fast learner
- Time management
- Result oriented
- Good team player
- Self motivated
- Good communication skills
- Strong analytical skills
- Software configuration
- Troubleshooting and resolution
- System updates
- Remote support
- Hardware troubleshooting
- Microsoft exchange
- Server configuration
- Security management
- Access control
- Identity management
- Azure administration
- Client communication
- Cloud-based technologies
Certification
- Data Analysis using AI by Skill Nation
- Microsoft Certified : Azure AI Fundamentals
- Microsoft Power BI by Techtip24
- Udemy.com, Event, Incident, and Problem Management ITIL 4 Foundation
- Udemy.com, Post Graduate Diploma: CRM Platform Expert
- Udemy.com, Cisco Certified Network Associate (CCNA 200-301)
- GUVI Geek Networks, IIT Madras, Amazon Web Services SysOps Administrator-Associate
- Orane Infosystems Pvt. Ltd., Embedded Systems, Java Programming, Computer Networking & MATLAB Programming
- NIELIT, Course on Computer Concepts (CCC), 09/2017
Languages
English
Hindi
Training
Uttar Pradesh Power Corporation Limited (UPPCL), Vocational Training, 06/2016, 07/2016, Generation of Electricity, 02/2016 - 03/2017, Main aim was to study how electricity flows from source to destination without having fault in the transmission line use of busbars and isolators., Protection against Overcurrent, Overvoltage, Undervoltage and Overtemperature, 01/2017 - 03/2017, The project presents the need of protection for electrical power systems. The basic requirements of this scheme are IDMT type relays, PIC16F72 microchip and LM35 sensor.
Languages
1,A1,1,C1
Timeline
Senior Analyst
HCL Technologies Limited
07.2022 - 05.2026
Project Engineer
Parvati and Associates (Civil and Electrical Unit)
03.2018 - 03.2020
Intern
Uttar Pradesh Power Corporation Limited (UPPCL)
06.2017 - 07.2017
B.Tech - Electrical and Electronics Engineering
Babu Banarasi Das Northern India Institute of Technology
Class XII - Science (PCM)
New Public Inter College
Class X - All Subjects
New Public Inter College