GAURAV PRANJAL PETER
Bengaluru
Summary
Bringing over 6.5 years of diverse expertise in technical and non-technical support, I aspire to secure a leadership role within the technical service desk. My proven track record in providing exceptional customer service, troubleshooting complex technical issues, and leading support teams, positions me as a valuable asset for driving operational efficiency and elevating service delivery. With solid proficiency in ITIL framework, incident management, and service improvement, I am poised to enhance support processes and elevate user satisfaction. Seeking to leverage my skills and experience in a dynamic organization committed to delivering top-notch technical support solutions.
Overview
7
7
years of professional experience
Work History
Senior Service Desk Analyst
HCLTech
08.2022 - Current
- To provide first level troubleshooting to Informatica Employees
- Major role is on access management part, providing access to users on multiple applications as well as Exchange portal (DL, DDL, Shared Mailbox creation as well as its delegations)
- Working on Active Directory (Account lock-unlock, Password reset, NPA Accounts, Checking Lockout events)
- Working through Chats, Emails and Calls for the all above processes
- Providing assistance for all Windows, iOS and Mac related issues
- Working on ticketing tool i.e
- - Service Now (Utah version as well as San Deigo version).Working on Bold360 as an Interaction tool with users through chats and later on got migrated to SNOW chat platform (Virtual Agent)
- Used cisco jabber and five9 for calls
- Guide users for access issues for certain webbased applications and desktop applications
Service Desk Analyst 1
Cognizant
08.2021 - 08.2022
- Company Overview: Working for the US based company known as Merck
- To provide First level troubleshooting to Merck clients
- Worked on Active Directory (Account lock-unlock, Password reset, NPA Accounts, Checking Lockout events)
- Worked for Chats, Emails and Calls for the same process
- Working for all Windows, iOS and Mac related issues
- Worked on ticketing tools i.e
- - BMC Remedy and ServiceNow
- Working on a virtual desktop using the VMware Horizon client
- Guide users for access issues for certain webbased applications and desktop applications
- Working for the US based company known as Merck
Technical Support Executive
Bundl Technologies Pvt Ltd
04.2018 - 03.2021
- Communicate with stakeholders (over phone) for problem solving
- Able to systematically escalate problems or variance in the information to the relevant owners and teams and follow through on the resolutions to ensure they are delivered
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutions
- Keep records of customer interactions, process customer account and file documents
- Follow communication procedures, guidelines and policies.Suggest solutions for different scenarios
Education
B.Tech/B.E. - Electronics/Telecommunication
Chhattisgarh Swami Vivekanand Technical University
Bhilai01.2016
12th - English
CBSE
01.2012
10th - English
CBSE
01.2010
Skills
- IT Service Desk
- Servicenow ITSM
- Active Directory Administration
- Active Directory Support
- Access Management
- O365 Admin
- Operations
- Okta Admin
- Windows System Administration
- MAC Support
- Windows Support
- Windows System Administrator L1
- Windows System Engineer
- Windows Troubleshooting
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Service Desk Analyst
HCLTech
08.2022 - Current
Service Desk Analyst 1
Cognizant
08.2021 - 08.2022
Technical Support Executive
Bundl Technologies Pvt Ltd
04.2018 - 03.2021
B.Tech/B.E. - Electronics/Telecommunication
Chhattisgarh Swami Vivekanand Technical University
12th - English
CBSE
10th - English
CBSE
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