Summary
Overview
Work History
Education
Skills
Websites
Interests
Timeline
Generic
Ashish Yadav

Ashish Yadav

Senior Technical Analyst
Lucknow

Summary

Dynamic Senior Technical Analyst with experience at Hexaware Technologies, excelling in IT service management and problem-solving. Proven track record in enhancing system efficiency and delivering exceptional customer service. Skilled in ServiceNow and Office 365, I effectively lead cross-functional teams to resolve complex technical issues and improve user training initiatives.

Overview

12
12
years of professional experience
6
6
years of post-secondary education

Work History

Senior Technical Analyst

Hexaware Technologies
Dehradun
02.2025 - Current
  • Provided technical support for software applications and employees of HAVI Group(Europe, Asia, North America)
  • Resolving hardware and software issues, application errors, software installation, and Office 365 issues.
  • Analyzed system requirements and designed solutions to meet user needs.
  • Working on ServiceNow incidents and requests.
    Identifying and resolving technical issues, providing support to end users, and ensuring the platform's stability.
  • Collaborated with cross-functional teams to develop innovative technology solutions for business needs.
  • Implemented security measures to safeguard sensitive company data from potential breaches or unauthorized access incidents.
  • Assisting IT Access Management by creating accounts for users in SAP environments, remote desktop users, employee accounts in America, Europe, Asia, and other application accounts.
  • Conducted research into technologies that could improve system efficiency or reduce costs.
  • Performed troubleshooting and maintenance on existing systems and applications.
  • Reviewed user feedback regularly to identify areas where additional training is needed.

Senior Analyst

HCL Tech
Lucknow
05.2020 - 10.2024
  • Collaborate with cross-functional teams to escalate and resolve complex technical problems.
  • Maintain accurate records of support requests, actions taken, and resolutions achieved in the ticketing system.
  • Respond to user queries via email, MS Teams, and the ITSM tool.
  • Ensure SLAs are met to maintain high-quality service.
  • Regularly audited agent tickets in the incident management system, ensuring that documentation is thorough, accurate, and meets ticket quality standards.
  • Managing and improving IT services using specific software and processes.
  • Provided second-line support, troubleshooting IT-related problems ranging from software to hardware, including laptops, PCs, and printers.
  • Generated and prepared Daily Service Desk reports, Action Item Tracker, Weekly report for review, and tracked escalations for continuous improvement.
  • Mentored junior analysts, fostering professional development while enhancing overall team performance.
  • Service Delivery: Ensuring that IT services are delivered on time, within budget, and to the required quality.
  • Developed training materials for end users.

Manager

Bank of Baroda
07.2014 - 08.2019
  • Managing staff across multiple departments and ensuring they
    understand their tasks correctly.
  • Resolving customer queries and complaints, and collecting their
    feedback for further improvement.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.

Asst System Engineer

Tata Consultancy Services
03.2013 - 05.2014
  • Designed test plans, scenarios, scripts, or procedures for Marks & Spencer project.
  • Planned test schedules or strategies in accordance with project scope or delivery dates.

Education

B.tech - Computer Science

G.L Bajaj Institute of Technology And Management
Greater Noida, U.P
08.2012 - 05.2018

Skills

IT Service Management (ITSM)

ServiceNow

Communication

Microsoft 365

Azure Active Directory

Excellent Customer Service

Power BI

Microsoft Excel

Cherwell

JIRA

Avaya

Citrix

Remote Desktop

Cross-functional team collaboration

Websites

Interests

Exploring new areas in IT Service Management
Improving skills and knowledge

Timeline

Senior Technical Analyst

Hexaware Technologies
02.2025 - Current

Senior Analyst

HCL Tech
05.2020 - 10.2024

Manager

Bank of Baroda
07.2014 - 08.2019

Asst System Engineer

Tata Consultancy Services
03.2013 - 05.2014

B.tech - Computer Science

G.L Bajaj Institute of Technology And Management
08.2012 - 05.2018

Similar Profiles

CREATE PROFILE
Ashish YadavSenior Technical Analyst