Shalaj Vishwakarma
Jabalpur
Summary
Detail-oriented IT Infrastructure Support Analyst with HCLTech, specializing in Windows Server Administration and IT Service Management. Achieved a 20% improvement in SLA adherence through effective troubleshooting and incident management. Proficient in Active Directory and skilled in collaborating with cross-functional teams, ensuring optimal system performance and user satisfaction.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Analyst (Infra Support - OS/Wintel)
HCLTech
Nagpur
10.2022 - Current
- Delivered 24/7 technical support, ensuring SLAs were met consistently
- Provided L1/L2/L3 support for Windows-based servers and desktops, ensuring 99.9% uptime
- Monitored and troubleshot server performance issues, user access, and security policies
- Managed Active Directory users, permissions, and Group Policy Objects (GPOs)
- Assisted in patch management and system updates to ensure compliance
- Collaborated with cross-functional teams for incident and change management using ITSM tools
- Major Incident Management
- Documented troubleshooting steps and solutions, improving SLA adherence by 20%
Education
B.Tech - Electronics & Communication Engineering
Shri Ram Institute of Technology
Jabalpur07.2021
Higher Secondary - PCM
Guru Gobind Singh Khalsa Higher Secondary School
Jabalpur04.2017
Skills
- Windows Server Administration (2012, 2016, 2019)
- IT Service Management (Incident, Change, and Problem Management)
- Microsoft Azure
- Active Directory & group policies
- User Management
- Remote Desktop Services
- Troubleshooting
- Networking Basics (DNS, DHCP, TCP/IP)
- Linux shell scripting
- ITIL V4
Certification
- Microsoft Azure Fundamentals (AZ-900), 10/22
- ITIL V4 Certified
Hobbies and Interests
- Cycling & Football
- Fitness Enthusiast
Achievements And Extracurricular Activities
- Best Employee Award - Recognized twice (2023-24) at HCLTech for exceptional performance and dedication to IT infrastructure support.
- Participated in EX Yogdan Exercise COVID(NCC Jabalpur, 2021).
- Actively involved in social service with Shriram Society, helping underprivileged children with education.
Key Tools And Technologies
- Ticketing Tool: ServiceNow
- Administration: Active Directory, VMware, Hyper-V, EMC Networker, Nutanix, PuTTY
Language
- Hindu
- English
- French(Beginner)
Timeline
Analyst (Infra Support - OS/Wintel)
HCLTech
10.2022 - Current
B.Tech - Electronics & Communication Engineering
Shri Ram Institute of Technology
Higher Secondary - PCM
Guru Gobind Singh Khalsa Higher Secondary School
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