Ankit Kumar
Greater Noida West
Summary
Results-driven IT Support Engineer with experience in ITIL Incident Management, incident resolution, and ITSM ticketing tools. Skilled in troubleshooting hardware, software, application, and network issues, prioritizing incidents based on impact and urgency, and maintaining high customer satisfaction. Adept at escalation management, documentation, and knowledge base updates. Proven ability to coordinate with L2/L3 teams, provide timely communication as SPOC, and ensure rapid service restoration in fast-paced IT environments.
Overview
4
4
years of professional experience
Work History
Associate Technical Support
Tech Mahindra
09.2023 - Current
- Handle the critical issues through Remote Desktop Support.
- Reduce the issues noticed by customer to decide next action plan and level of technical support.
- Troubleshooting hardware and software issues for Desktops, Laptops, Printers.
- Troubleshooting internet issues (broadband/wireless) Mac operating system related issues.
- Involved in setting up the continuous Integration and Deployment of Network Management Software on Citrix.
- Monitored and tracked the all Infra-Incidents and change requests
- Managed Azure resources and resolved Outlook configuration issues.
- Troubleshot VPN, MDM, mobile device issues, and utilized Genesys for user communication
- Provide support to the clients of BNSF an US railway freight company.
- Managing the users through the active directory.
- Managed ITIL Incident Management lifecycle including incident logging, categorization, prioritization, resolution, and closure
- Served as Single Point of Contact (SPOC) for users; handled incident ticket management via ITSM tools
- Performed initial incident diagnosis, troubleshooting, and resolution, ensuring SLA compliance
- Coordinated functional and hierarchical escalations with L2/L3 support teams and vendors
- Maintained accurate incident documentation, user communication, and closure validation
Analyst
HCL Technologies
10.2021 - 01.2023
- Handle the critical issues through Bomgar Remote Support sessions and Webex meetings.
- Reduce the issues noticed by customer to decide next action plan and level of technical support.
- Troubleshooting hardware and software issues for Desktops, Laptops, Printers, Server, Routers and netgate.
- Troubleshooting internet issues (broadband/wireless) Win7/Win8/Win10/Win11 operating system related issues.
- Troubleshooting malware, spyware & virus issues.
- Handle the technical escalations and share the understanding and timeline of the scenario with Escalation management teams.
- Involved in setting up the continuous Integration and Deployment of Network Management Software on Citrix and Windows Server.
- Monitored and tracked the all Infra-Incidents and change requests.
- Provide support to Franchise and Corporate clients of IHG Hotels Groups of different regions EMEA, APAC, AMER, GLOBAL.
- Applying Operating System updates, patches & configuration changes.
- Handling the MS office 365 and the outlook issues and providing support.
- Internet and VPN configuration (Cisco any connect and AT&T).
- Inbound ticket queue support for related service requests and ensure quality performance and productivity by using service now.
- Identity management through Myid (Sailpoint).
Education
B.Tech -
Visvesvaraya Technological University
Belagavi, KarnatakaSenior Secondary -
Kendriya Vidyalaya Sangathan
High School -
Kendriya Vidyalaya Sangathan
Skills
Active Directory Management
Windows System Administration
Azure Resource Management
Help Desk & Technical Support
Hardware/Software Installation & Troubleshooting
Remote Desktop Tools (VNC, LogMeIn, GoToAssist)
Outlook Configuration & PST Management
Printer, Modem, and Peripheral Support
VPN and Network Troubleshooting
MFA and Account Security Handling
MDM Setup and Troubleshooting
ServiceNow Ticket Management
Excellent Diagnostic & Analytical Abilities
Documentation & Reporting
Team Collaboration & Customer Service
ITIL-based support, SLA Monitoring
Websites
Attributes
- Positive attitude
- Team spirit
- Quick learning ability
- Good interpersonal skills
- Excellent Diagnostic & Analytical Abilities
- Documentation & Reporting
- Team Collaboration & Customer Service
Languages
English
Advanced
C1
Hindi
Proficient
C2
Disclaimer
I do hereby declare that all the above information furnished by me are true and correct to the best of my knowledge.
Timeline
Associate Technical Support
Tech Mahindra
09.2023 - Current
Analyst
HCL Technologies
10.2021 - 01.2023
B.Tech -
Visvesvaraya Technological University
Senior Secondary -
Kendriya Vidyalaya Sangathan
High School -
Kendriya Vidyalaya Sangathan