DEEPAK KUMAR
TECHNICAL LEAD – L2 SUPPORT
Delhi
Summary
Dedicated and results-driven IT professional with over 3.8 years of experience in End-User Computing (EUC), IT infrastructuremanagement, and global technical support, seeking a challenging role where I can leverage my expertise in service delivery, teamleadership, and digital transformation. My goal is to contribute to organizational efficiency and innovation by driving high servicestandards, optimizing IT operations, and implementing scalable technology solutions aligned with business objectives.
Overview
4
4
years of professional experience
5
5
Certifications
Work History
Technical Lead – EUC & Data Operations
Progressive Infotech Pvt. Ltd. (Client: Dabur International Ltd.)
05.2024 - 10.2024
- Analyzed 200+ monthly service requests using ServiceNow dashboards; identified recurring failure patterns that reduced repeat incidents by 20% through process redesign.
- Led data-driven IT modernization initiative — tracked KPIs, built performance reports, and presented findings to senior stakeholders (CFO, CTO), aligning IT deliverables to business strategy.
- Managed 450+ IT asset data with 99% inventory accuracy; designed audit frameworks and compliance reporting aligned with ISO and GDPR standards.
- Supervised a cross-functional team of 20+ engineers; used workload distribution analytics to improve SLA compliance to 98% and reduce escalation rates.
- Deployed AI-powered MS Copilot and automation tools — quantified a 30% improvement in operational efficiency through before/after metrics analysis.
- Delivered root cause analysis (RCA) for critical infrastructure incidents, reducing downtime by 25–40% through structured problem-solving frameworks.
- Maintained 95%+ first-call resolution rate for VIP escalations by building a structured knowledge base and resolution playbook.
- Key Achievements:
- 30% increase in issue resolution speed through ITSM process optimization and new ticketing tool implementation.
- Reduced infrastructure downtime by 25% through overseas IT supervision and cross-functional collaboration.
- Received Certificate of Appreciation (May 21, 2024) for exemplary service delivery.
Technical Analyst – EUC & IT Operations
Progressive Infotech Pvt. Ltd. (Client: Dabur India Limited)
03.2022 - 04.2024
- Expertly provided remote desktop support for over 450 systems across 17 countries, adeptly troubleshooting both hardware and software issues while processing over 100 high-priority requests for VIP clients each month.
- Managed Windows 10/11 and SQL Server environments, executed comprehensive system deployments, addressed printer issues (HP, Canon, Kyocera, Sharp), and optimized application performance for users.
- Bolstered network security by deploying Zscaler, conducting LAN/Wi-Fi diagnostics, and leveraging remote support tools (TeamViewer, VNC) to uphold IT infrastructure integrity.
- Oversaw comprehensive IT asset management, liaised with vendors, coordinated system backups via Azure PST, and ensured compliance with established security protocols and log exports.
- Efficiently managed user profiles, executed IP assignments, set shared access permissions, and utilized ticketing systems (ServiceNow, Jira) to enhance IT service delivery.
- pursued and integrated new technologies and best practices, leading to significant improvements in support capabilities and service reliability across the organization.
Desktop Support Engineer
Innovative Digitech Services (Client: Ebix Software India Pvt. Ltd.)
12.2020 - 03.2022
- Delivered 24/7 technical support for 500+ end-users; maintained detailed incident logs and generated weekly performance reports tracking resolution times and satisfaction scores.
- Installed and configured 350+ devices; tracked hardware lifecycle data and maintenance schedules to reduce hardware failures by 25%.
- Reduced network downtime by 40% through proactive monitoring — developed a structured alert and escalation framework based on historical incident data analysis.
- Managed comprehensive IT inventory and conducted periodic asset audits with 97% first-contact resolution rate.
- Implemented data backup and restoration protocols, ensuring business continuity and zero data loss incidents.
- Key Achievements:
- 97% first-contact resolution rate for technical support requests.
- 25% increase in customer satisfaction through efficient escalation handling and structured follow-up processes.
Education
Bachelor of Computer Applications - BCA
Amity University Online
Noida03-2026
Diploma - Civil Engineering
Karnal Institute Polytechnic
Karnal, Haryana06-2016
Skills
Business requirement analysis
IT Service Delivery Excellence
Infrastructure Optimization
Technical Program Management
Customer Relationship Management
Technical Risk Management
Infrastructure Optimization
Data Cleaning & Exploratory Data Analysis
Management Information Systems (MIS)
Python for Data Analysis
Data Analytics & Visualization
Customer relationship management
Software development life cycle
Mentorship and coaching
Code review expertise
Design development
Certification
Data Structures Using Python – Udemy (2024)
Timeline
Technical Lead – EUC & Data Operations
Progressive Infotech Pvt. Ltd. (Client: Dabur International Ltd.)
05.2024 - 10.2024
Technical Analyst – EUC & IT Operations
Progressive Infotech Pvt. Ltd. (Client: Dabur India Limited)
03.2022 - 04.2024
Desktop Support Engineer
Innovative Digitech Services (Client: Ebix Software India Pvt. Ltd.)
12.2020 - 03.2022
Diploma - Civil Engineering
Karnal Institute Polytechnic
Bachelor of Computer Applications - BCA
Amity University Online