Gourav Pathak

Experienced Software Asset Management (SAM) Analyst with three years of hands-on expertise in managing software licenses, ensuring compliance, and optimizing software usage across the organization. Proficient in tools like Flexera and ServiceNow, with a strong track record in supporting internal audits, managing entitlements, and maintaining accurate software asset data in the CMDB. Skilled in working with cross-functional teams, including procurement, finance, and IT, to streamline software acquisition, renewals, and lifecycle processes. Known for a detail-oriented and process-driven approach, with additional exposure to basic Hardware Asset Management (HAM) tasks. Passionate about driving cost efficiency, reducing compliance risks, and improving IT asset governance.

• Led a team of 6 service desk agents, overseeing day-to-day operations and ensuring timely resolution of incidents and requests.
• Handled Level 2 tickets and managed escalations, providing high-level support and ensuring SLA adherence.
• Performed end-to-end troubleshooting of Windows issues, including BSOD errors, system corruption, and user login problems.
• Scrubbed DSAT (Dissatisfaction) cases, analyzed feedback and provided performance coaching to L1 agents to enhance customer satisfaction.
• Supported the complete IT issue resolution lifecycle, including: New PC setup and configuration, creation of local user accounts (e.g., Kent-CLA), and first-login support and environment readiness.
• Created and managed VPN accounts, user access provisioning, VPN group creation, and whitelisting tasks.
• Performed administrative tasks within the Service Desk scope, including permission assignments, policy management, and VPN group creation.
• Managed Microsoft 365 applications, including Outlook, SharePoint, OneNote, Word, Excel, and OneDrive.
• Created and managed shared mailboxes, provided mailbox permissions, and handled mailbox deletions.
• Administered Distribution Lists (DLs): creation, deletion, and membership management (add/remove).
• Supported shared drive access requests, including drive mapping and access provisioning through self-service platforms.

• Delivered real-time IT support via chat and email for both Windows PCs and Mac systems, resolving software, network, and hardware-related issues.
• Provided Tier 1 and Tier 2 troubleshooting for Microsoft 365 applications, including OneDrive, SharePoint, and Teams.
• Ensured high customer satisfaction through friendly, prompt, and polite communication in every interaction.
• Created and contributed to Knowledge Base (KB) articles for common troubleshooting steps and process documentation.
• Diagnosed and resolved a wide range of IT issues, including login failures, application crashes, VPN errors, and printer issues.
• Performed administrative tasks such as account permissions, policy assignments, and VPN account creation and troubleshooting (Cisco AnyConnect, Pulse Secure).
• Managed service requests related to network and personal printers, software access, and device configurations.
• Utilized Active Directory for account unlocks, password resets, shared mailbox access, and Distribution List (DL) management.
• Supported Mobile Device Management (MDM) tasks, including MFA reset and enrollment through OKTA.
• Troubleshot Adobe Creative Cloud-related issues, ensuring seamless access and performance for end-users.
• Used Bomgar and SCCM tools to remotely diagnose and fix endpoint issues, deploy updates, and support device health checks.

• Served as an L2 Support Analyst, providing advanced troubleshooting and resolution for complex issues related to hardware, software, network, and system performance across global enterprise environments.
• Acted as an escalation point for L1 teams, handling requests via email, chat, instant messaging, and phone, ensuring minimal downtime and efficient issue resolution.
• Performed in-depth diagnostics on user devices (PCs and laptops), enterprise tools, VPN, and connectivity issues, ensuring seamless business operations.
• Delivered support for Active Directory (AD) tasks such as user unlocks, password resets, group memberships, and mailbox permissions.
• Collaborated with multiple support teams to handle escalated incidents, root cause analysis, and follow-through until closure.
• Used ITSM platforms like ServiceNow to track, update, and resolve incidents and service requests with full accountability.
• Handled VPN and remote access troubleshooting, managed permissions, device compliance, and security configurations.
• Assisted in software deployment and patch management using tools like SCCM or Intune.
• Supported users across Windows and macOS environments, delivering platform-specific solutions efficiently.
• Maintained high standards of technical documentation, and contributed to internal knowledge bases for recurring issue resolution.

• Handled first-party collections for a leading UK-based telecom provider, communicating directly with customers to recover overdue payments.
• Managed inbound and outbound calls in a high-volume call center environment, maintaining a professional and persuasive tone at all times.
• Educated customers on their billing cycles, payment methods, and account status to facilitate timely payments and avoid service disruptions.
• Negotiated payment plans, partial settlements, and due date extensions while ensuring compliance with company policies and UK regulatory standards.
• Maintained detailed call logs and updated CRM systems with accurate customer interaction notes and follow-up actions.
• Delivered empathetic customer service, building rapport with defaulters and reducing payment friction through clear, calm communication.
• Collaborated with team leads and supervisors to improve recovery strategies and contribute to team-wide collection targets.
• Consistently met or exceeded monthly recovery and call quality KPIs, contributing to overall account health and customer retention.

• Engaged with defaulting customers via outbound international calls, discussing overdue payments and negotiating resolution plans in line with company policies.
• Delivered end-to-end support for Etisalat’s UAE clientele, managing voice-based interactions with professionalism, empathy, and cultural sensitivity.
• Consistently achieved and surpassed monthly recovery targets by leveraging persuasive communication and personalized repayment strategies.
• Maintained accurate and updated records of customer interactions, payment commitments, and follow-ups within internal CRM tools.
• Ensured strict adherence to data privacy norms and compliance guidelines, safeguarding customer information during all transactions.
• Balanced effective debt recovery with high customer satisfaction, representing the brand with a calm, courteous, and resolution-focused demeanor.