Chandan M
Service Desk Enginner
Bengaluru
Summary
IT Service Desk Engineer with more than 4 years of experience in providing enterprise IT support for Windows and macOS systems. Skilled in incident management and advanced troubleshooting, utilizing ITSM tools such as ServiceNow and SMAX to meet SLA and KPI benchmarks. Proven ability to support retail IT infrastructure, particularly POS systems, contributing to elevated customer satisfaction rates. Strong expertise in Active Directory troubleshooting and endpoint management, effectively coordinating with vendors to decrease downtime.
Overview
1
1
Certificate
4
4
Languages
Work History
IT Service Desk Engineer – L2 Support
Decathlon Sports India Pvt Ltd
- managed end-to-end incident lifecycle including logging, categorization, prioritization, resolution, and closure using ServiceNow and SMAX.
- Provided L2 technical support for hardware, software, and access-related issues while ensuring SLA compliance.
- Executed root cause analysis (RCA) for recurring issues and instituted preventive solutions.
- supported retail IT infrastructure including POS systems, RFID devices, and EDC machines (Razorpay, PineLabs)
- Facilitated new laptop onboarding encompassing OS installation, domain joining, user setup, and asset tagging.
- administered Active Directory tasks including user provisioning, password resets, and access management
- delivered remote troubleshooting support for multiple locations using RDP, TeamViewer, and Workspace ONE
- Installed and supported applications including SAP AFO, Office 365, and business tools
- Resolved network issues including VPN, LAN/Wi-Fi IP conflicts, and secure access tools (Zscaler ClearPass).
- supported Windows and macOS environments including upgrades, patch management, and system configuration
- diagnosed and resolved hardware issues (motherboard, display, battery, BSOD, peripherals)
- configured and optimized printers (HP, Canon, Zebra) including drivers and connectivity
- Collaborated with vendors for hardware repairs, replacements, and escalations.
- Updated knowledge base documentation to enhance resolution efficiency and team productivity.
- Secured high availability of IT services through minimized downtime and proactive issue resolution.
- Managed Samsung Zebra Tabs and Zebra handheld devices within SOTI MobiControl console.
- AS400 migration projects ensuring seamless rollout across all 3 warehouses in India including planning and configuring Zebra thermal and mobile printers within as400 systems.
- 4 years of professional experience
Education
Bachelor of Commerce -
Sheshadripuram First Grade College
Bangalore Skills
Operating systems expertise Windows proficiency macOS knowledge
IT service management
Access management and directory administration Authentication methods
Cybersecurity strategies and solutions VPN and Zscaler expertise TCP/IP networking LAN and Wi-Fi management Trend Micro security
Office software proficiency Cloud collaboration Enterprise resource planning Internet research
Remote access technologies Virtual connectivity tools Workplace optimization strategies
IT systems and hardware POS solutions Radio-frequency identification Data capture technology Printing devices
Certification
ITIL
Timeline
ITIL
09-2025
IT Service Desk Engineer – L2 Support
Decathlon Sports India Pvt Ltd
Bachelor of Commerce -
Sheshadripuram First Grade College
Languages
English
Bilingual or Proficient (C2)
Kannada
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
CORE COMPETENCIES
- Incident, Service Request & Problem Management
- ITIL v4 Framework & SLA/KPI Management
- L2 Technical Support & Escalation Handling
- Root Cause Analysis (RCA)
- End-User Computing (EUC)
- Active Directory & Access Management
- Hardware & Software Troubleshooting
- Vendor & Asset Management
- Retail IT Support (POS, RFID, EDC)
- Network & Security Troubleshooting