ANUP KUMAR

IT Executive Security Operations & Zscaler Support Microsoft 365 & User Management Asset Lifecycle Management (ServiceNow) Service Excellence & End-User Engagement Key Achievements: IS Support Engineer Global IT Support & User Engagement: Cross-Border Technical Assistance: Security & Network Configuration: Incident & Issue Resolution: Documentation & Knowledge Management: Key Achievements: IT Level 2 Engineer IT Service Management & User Support: Software and Application Support: Security & Vulnerability Management: Cross-Regional IT Support & Collaboration: Key Achievements:

Unravel Business Service Private Limited – Gurugram, India
August 2023 to Till Date

• Collaborated with global IT teams in the UK, Netherlands, Ireland, Belgium, and Australia to support Global Delivery (GD) India users, ensuring smooth and efficient remote desktop experiences.
• Provided comprehensive technical support for VDI platforms including Microsoft Remote Desktop, VMware Horizon, and Citrix, increasing productivity and minimizing downtime.
• Delivered remote troubleshooting for network, software, and hardware issues, resulting in improved user satisfaction and system reliability.

• Managed and supported Zscaler firewall and cloud security tools, contributing to a more secure IT environment across the firm.
• Installed VPN profiles, registered devices, and configured application profiles as part of the Zscaler onboarding workflow.
• Troubleshot URL filtering issues, cloud app control policies, and traffic forwarding settings for both location- and user-based rules.
• Led incident management and provided critical support for escalated network security and connectivity cases.

• Provided support for Microsoft 365 applications, including Exchange Online, SharePoint, and Teams.
• Managed account provisioning, license assignments, password resets, and user profile configurations for internal stakeholders.
• Supported finance and audit users with specialized tools such as Voyager (2019, 2021), Remarque, IDEA, and LEAP.
• Led IT asset management for the Noida location, maintaining complete hardware lifecycle using the ServiceNow ITSM tool.
• Onboarded and de-boarded IT assets (laptops, monitors, other IT Assets by creating and updating asset records in ServiceNow.
• Tracked inventory levels, assigned assets to users, and ensured compliance with internal asset policies during transfers or exits.
• Coordinated with procurement and facilities to ensure timely availability and recovery of assets during employee transitions.
• Ensured data integrity of the CMDB (Configuration Management Database) and supported IT audits with accurate reporting.

• Supported new joiner onboarding processes including account setup, asset provisioning, Citrix and Mitel access, and IT orientation.
• Delivered personalized support for VIP users and critical business functions, maintaining a high level of responsiveness and professionalism.
• Maintained a ticketing and incident log through ServiceNow, documenting issues, resolutions, and user communication for knowledge sharing and audit purposes.
• Strengthened user relationships and increased customer satisfaction by ensuring fast response times and proactive resolution of issues.
• Streamlined IT onboarding and asset allocation processes for the Noida office, reducing provisioning delays by 40%.
• Successfully supported Zscaler deployment across key business units with zero major security incidents.
• Improved helpdesk ticket resolution times through optimized diagnostics, user training, and clear documentation protocols.

Grant Thornton Bharat LLP – UK Member Firm
October 2023 to Dec 2024

• Provided IT support for end-users in various global locations including Philippines, South Africa, and the UK, ensuring seamless IT operations for a multinational workforce.
• Acted as the first point of contact for users experiencing issues related to hardware, software, networking, and enterprise applications.
• Delivered comprehensive remote troubleshooting and support, resolving technical issues promptly and improving overall user productivity.
• Supported a diverse user base in different time zones, ensuring continuous operations across international teams and minimizing downtime for global employees.
• Collaborated with IT teams across different regions (UK, Philippines, South Africa) to ensure that support tickets were resolved in a timely and efficient manner.
• Assisted users with security-related issues such as VPN connectivity, firewall configurations, and data security compliance across multiple countries.
• Provided guidance on best practices for secure use of internal applications, file-sharing platforms, and remote access systems.
• Managed and prioritized support tickets using ServiceNow, ensuring that all issues were documented and escalated when necessary.
• Ensured smooth communication and timely issue resolution, working closely with senior technical teams to solve more complex problems.
• Documented frequent user issues and solutions in an internal knowledge base, enabling future self-service support for global teams.
• Prepared user guides and FAQs to assist with common technical queries, improving the overall support process.
• Successfully reduced support ticket resolution time by 25% by proactively identifying and addressing recurring user issues.
• Built strong working relationships with users across Philippines, South Africa, and the UK, providing them with clear and effective solutions for their IT needs.
• Contributed to the successful migration of users to cloud-based applications by assisting with setup, troubleshooting, and training.

Grant Thornton Channel Islands (Guernsey & Jersey)
Jan 2023-Jan 2024

• Delivered comprehensive IT support for the Channel Island offices (Guernsey and Jersey) as part of the Level 2 support team, ensuring seamless IT operations for employees in both locations.
• Managed user onboarding and offboarding processes, including email ID creation, Microsoft account setup, and access permissions for software like Mitel, Intune, and various internal systems.
• Supported new starters with IT access, ensuring a smooth transition by providing necessary hardware, software, and credentials for immediate productivity.
• Managed the exit process for leavers, ensuring the proper deactivation of accounts, retrieval of company assets, and secure data removal in compliance with company policies.
• Provided ongoing technical support for software applications used across Channel Islands, including Mitel, Intune, and other essential business tools.
• Coordinated with global IT teams to troubleshoot and resolve issues related to software performance, vulnerability management, and system updates.
• Assisted with security updates and patches for systems in compliance with corporate IT security standards, mitigating any risks associated with outdated software or vulnerabilities.
• Worked closely with the IT security team to perform vulnerability assessments and ensure that all devices and software used by employees were up to date with security patches.
• Assisted in the implementation and management of mobile device management (MDM) solutions via Intune, ensuring secure access to corporate applications and data for mobile users.
• Participated in identifying, prioritizing, and resolving any security-related concerns within the IT infrastructure, contributing to the overall security posture of the organization.
• Delivered effective IT support remotely from India, managing critical user requests from the Channel Islands with high responsiveness and quick resolution times.
• Collaborated with local IT teams in Guernsey and Jersey to address regional IT needs, troubleshooting complex issues and escalating critical problems to senior engineers.
• Ensured consistent communication with end-users, providing regular updates on issue resolution and system maintenance to maintain a high level of customer satisfaction.
• Successfully reduced onboarding time for new starters by 20% by streamlining account setups and automating user access procedures.
• Contributed to a 30% reduction in IT-related security incidents by proactively managing software vulnerabilities and ensuring timely patches.
• Enhanced the user experience for employees in Guernsey and Jersey by providing consistent and high-quality remote IT support, ensuring operational continuity across locations.

Appointed in Grant Thornton Bharat LLP – Noida, India
August 2022 to August 2023

Global IT Support & Virtual Desktop Infrastructure (VDI)

• Appointed to support and lead technical operations for the Global Delivery (GD) Project, assisting users across India and coordinating with global teams in the UK, Australia, Belgium, Ireland, and other regions.
• Provided expert-level support for Virtual Desktop Infrastructure (VDI) systems including Microsoft Remote Desktop, VMware Horizon, and Citrix, ensuring high availability and seamless user experience.
• Worked collaboratively with overseas IT teams to streamline cross-border IT support and align solutions to global standards.

Zscaler Security & Network Solutions

• Supported end-users in resolving issues related to Zscaler firewall and security tools, enhancing the firm’s cybersecurity posture.
• Performed critical tasks such as:
  Installation of appropriate application profiles and VPN configurations.
  Laptop registration with Zscaler Cloud Services.
  Troubleshooting URL-based filtering policies and cloud application control (Web 2.0).
• Reproduced customer issues, collaborated with Engineering, Cloud Ops, and Product Management teams, and assisted in testing new tools and patch deployments.

Incident Management & Escalation Support:-

• Handled escalations from Level-1 engineers and took ownership of high-priority user cases involving issues like internet connectivity failures, application downtime, network slowness, and VPN access.
• Maintained accurate documentation of user issues, resolutions, and diagnostics using internal ticketing systems.
• Conducted deep-dive troubleshooting using advanced networking tools, ensuring minimal downtime and fast resolution of complex problems.

Managed customer satisfaction for the Zscaler product family by maintaining high responsiveness, clear communication, and timely follow-ups.

• Built trust and confidence among users by understanding their business needs and delivering tailored technical solutions.
• Engaged in cross-functional collaboration for handling bugs, incidents, and enhancement requests (ERs) across multiple departments.
• Participated in the implementation phase of Zscaler product deployment and user onboarding.

Best Practices & Process Standardization:-

• Promoted and adhered to global IT security and support best practices to ensure consistent service quality across all business units.
• Ensured global IT process standardization, enabling all employees to receive a unified and efficient support experience regardless of region.
• Contributed to IT service improvements by suggesting optimizations in availability, reliability, and speed of managed support services.
• Streamlined support processes for improved efficiency and reduced response times.
• Maintained up-to-date technical knowledge through ongoing professional development and training opportunities.
• Successfully reduced response and resolution time for high-impact user issues through process optimization and collaboration with global teams.
• Improved end-user satisfaction scores by offering consistent, proactive, and business-aligned IT support.
• Played a key role in the deployment and scaling of Zscaler cloud security tools within the organization.
• Successfully reduced response and resolution time for high-impact user issues through process optimization and collaboration with global teams.
• Improved end-user satisfaction scores by offering consistent, proactive, and business-aligned IT support.
• Played a key role in the deployment and scaling of Zscaler cloud security tools within the organization.

Senior Desktop Support Engineer

Team Computers Pvt Ltd. Delhi, India
January 2018 to July 2022

• Appointed to lead and manage desktop support operations at the Noida office, serving as the primary point of contact for all end-user IT issues.
• Provided advanced technical assistance to internal users, troubleshooting complex hardware, software, and connectivity issues across laptops, desktops, printers, and peripherals.
• Installed, configured, and upgraded operating systems (Windows 10/11) and essential software including Microsoft Office 2019 and Office 365.
• Supported new joiner onboarding by configuring laptops, user accounts, VPN access, and application environments, ensuring a smooth Day-1 experience.
• Managed Active Directory tasks including user creation, password resets, group policy application, and profile configurations.
• Performed OS deployment via SCCM Server, streamlining the provisioning process for new and reimaged machines.
• Administered Microsoft Outlook configuration, email backup/restoration, and Office 365 troubleshooting.
• Installed and supported network printers, managed print servers, and resolved print queue and device availability issues.
• Handled VPN configuration and support for remote users, including platforms like Cisco AnyConnect, FortiClient, and Sophos.
• Delivered basic networking support including drive mapping, shared folder access, domain connectivity, and remote desktop troubleshooting.
• Maintained thorough documentation of all system changes, configurations, and solutions to aid knowledge sharing across IT support teams.
• Acted as a liaison between end users and higher-level IT departments, facilitating clear communication during IT projects, upgrades, and incident escalations.
• Conducted regular inventory management of IT assets including laptops, docking stations, and accessories, ensuring up-to-date tracking and resource availability.
• Maintained accurate documentation of system configurations, updates, and changes for reference purposes among IT colleagues.
• Served as a liaison between end-users and other IT departments during major projects or initiatives.
• Enhanced system performance by implementing desktop support solutions and resolving technical issues.
• Managed inventory tracking systems, ensuring accurate records of all equipment and devices.
• Reduced average issue resolution time by 30% through proactive troubleshooting and refined documentation practices.
• Played a key role in the successful rollout of Windows 11 systems across the Noida office without disruption to business operations.
• Improved end-user satisfaction and reduced escalations by establishing a consistent first-response resolution process.

Key Achievements:

ICEAP( Infrastructure Consultant Engineers Architects & Planners) Empanelled with Ministry of Road Transport & Highways (MoRT&H), Govt. of India.
Delhi|From April 2014 to December 2018

• Provided comprehensive technical assistance to users across government tender portals, including eProcurement (eProc), Infracon, and CPPP (Central Public Procurement Portal).
• Resolved Digital Signature Certificate (DSC) issues related to portal access and authentication for platforms such as MCA, MoRTH, and others.
• Assisted with hardware and peripheral troubleshooting, ensured operational efficiency of workstations and digital equipment.
• Handled printing, filing, and uploading of essential documents on government portals, ensuring accuracy and compliance with regulatory standards.
• Responded to telephone and in-person queries from department staff, vendors, and contractors regarding portal navigation and technical support.
• Maintained organized digital and physical documentation for tender submissions, approvals, and project reports.
• Assisted in the planning, execution, and monitoring of MoRTH infrastructure and e-governance projects under established frameworks.
• Maintained and updated project timelines, tracked key deliverables, and monitored adherence to deadlines.
• Prepared and formatted meeting presentations, status reports, and documentation of decisions for internal and interdepartmental discussions.
• Supported the project team by tracking changes, assessing risks, and suggesting practical solutions to ensure smooth workflow.
• Ensured that all project documentation was properly maintained and archived for audits and compliance reviews.
• Successfully supported multiple infrastructure and digital governance projects by streamlining communication and minimizing technical delays.
• Contributed to faster issue resolution on tender platforms by improving user support protocols for DSC and portal navigation.

Key Achievements:

IT Technical Support Specialist

Astha Bharati NGO – Society to Promote National Unity and Integrity
Delhi | April 2013 to April 2014

Key Responsibilities:

• Provided end-user technical support across various hardware and software platforms, ensuring smooth daily IT operations.
• Monitored system performance to proactively identify and resolve malfunctions, minimizing downtime and disruptions.
• Performed regular maintenance and updates on operating systems and critical software to enhance system stability and security.
• Installed and configured essential software packages, including Microsoft Office, antivirus solutions, and Windows OS updates.
• Troubleshot hardware and software issues, providing timely resolutions and documenting fixes for future reference.
• Supported the organization's mission by maintaining a reliable IT environment to enable communication, outreach, and community programs.

• Improved system uptime and reliability by establishing a proactive update and maintenance schedule.
• Reduced technical issue resolution time by standardizing troubleshooting procedures.