Bhushan Popli
Gurgaon
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Associate IT Local Support L2.
Publicis Resources
Gurgaon
07.2022 - Current
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Created technical documentation for internal use by IT staff members.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Coordinate with various teams and raise support ticket for all issues, analyze root cause, and assist in efficient resolution of all production processes.
- Coordinate with the Application Development Team and infrastructure teams to successfully deploy software releases.
- Managing and providing support to client ODCs.
- Ensure proper recording and closure of all incidents and support issues with ServiceNow.
- Video Conferencing Management.
- Applying project restrictions as per client policies.
- Vendor Management.
- New Hire Allocation, Delivery, Exit Process.
- Implementation of software change in any machine arising due to Moves, Adds, Changes, and Upgrades of hardware.
- Tracked assets and incidents using a manual logging system.
- JAMF Pro.
- Install, configure, and fix macOS issues.
- Profile Configuration.
- Policy check and deploy.
- Reimage through the Internet Recovery option.
Service Delivery Engineer
American Express
Gurgaon
09.2021 - 05.2022
- Handling Global Technical Support operation of AMEX as Service Delivery.
- Pick the chats through chatbot as per customer's queries.
- Working on ServiceNow ticketing tool.
- Working on Bomgar Remote Support Tool.
- Identifying, managing, and resolving business impact incidents.
- Handling queries over O365, Active Directory password, and Okta application.
- Working on an industry standard ITSM tool to cater to incidents.
- Responsible for day-to-day operation and support in IT.
- Troubleshooting on a large number of respective process applications, like on Citrix, etc.
- Escalated help desk tickets to Level 2, Tier 2 support when outside the scope of L1, T1 technician support.
Service Desk Engineer
Walmart India
Gurgaon
11.2019 - 08.2021
- Provided technical support to customers via telephone and email.
- Responded to customer inquiries regarding hardware, software and network issues.
- Monitored the Service Desk queue for incoming requests.
- Resolved user account problems in Active Directory.
- Assisted users with login credentials resetting or password resets.
- Coordinated with vendors for repair services when necessary.
- Creation of user IDs.
- Configuration of client machines - Desktops, POS (Point of Sale), Mettler.
- Raise GRC request access for users for SAP and FIORI security application.
- Taking care of various stores situated at different locations.
- Raise SR on Sify and Airtel portal, and take follow-up through email and phone calls.
- Application Level - POS enabling and troubleshooting remotely through Putty.
Desktop Support Engineer
Genpact
Gurgaon
10.2016 - 06.2017
- We were providing support to 500+ users, including desktop and laptop.
- Taking care of ticketing tools like HPSM and SNOW.
- Taking care of antivirus like Symantec and McAfee.
- Installation, Configuration, and Troubleshooting of MS Outlook.
- Taking care of onboarding and offboarding.
- Taking Care of Snow Tracker.
- Taking Care of IM (Incident Management) Outage.
- Installation, Configuration, and Troubleshooting of Wi-Fi.
- Installation, Configuration, and Troubleshooting of Intune Access on Mobile Phone.
- Installing images through WDS Server and configuring profiles on laptops/desktops, and activating Security checkpoints (safe boot, Anti-virus Symantec, MacAfee) as per Standard configuration.
- Installing VPN RSA token and troubleshooting VPN-related queries remotely.
Desktop Support Engineer
EVISON TECHNOSERVE PVT LTD
Noida
05.2015 - 10.2016
- Provided first-call resolution to end user by troubleshooting IT issues faced.
- Coordinating with engineer, as well as with user calls related to IT Services.
- Taking care of user's acknowledgement before closing the ticket.
- Installation, Configuration, and Troubleshooting of MS Outlook.
Desktop Support Engineer
Kashi Enterprises
Rudarpur
12.2012 - 12.2013
- Coordinating with engineer, as well as with user calls related to IT Services.
- Provide technical support to the client over the call.
- Monitoring mailbox and replying to user team query and assigned activity.
- Generating the Tickets, then aligning the Engineer of Concerned Team to solve the issue encountered.
Education
B. Tech -
GMSS
06-2012
Skills
- Ticket management
- Desktop support
- Videoconferencing
- Mac systems
- Windows support
- Troubleshooting
Languages
Hindi
First Language
English
Advanced (C1)
C1
Punjabi
Proficient (C2)
C2
Accomplishments
- Spotlight Award
Timeline
Associate IT Local Support L2.
Publicis Resources
07.2022 - Current
Service Delivery Engineer
American Express
09.2021 - 05.2022
Service Desk Engineer
Walmart India
11.2019 - 08.2021
Desktop Support Engineer
Genpact
10.2016 - 06.2017
Desktop Support Engineer
EVISON TECHNOSERVE PVT LTD
05.2015 - 10.2016
Desktop Support Engineer
Kashi Enterprises
12.2012 - 12.2013
B. Tech -
GMSS
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