Summary
Overview
Work History
Education
Skills
Disclaimer
Roles And Responsibilities
DECLARATION
Timeline
Generic

Hitesh Raj J M

Bangalore

Summary

Dynamic Senior Systems Engineer with extensive experience at Cognizant, excelling in incident management and remote troubleshooting. Proven ability to enhance ITSM processes and improve user support efficiency. Adept at cross-functional collaboration and maintaining strong interpersonal relationships, consistently achieving targets in high-pressure environments. Skilled in ServiceNow and Active Directory management.

Overview

5
5
years of professional experience

Work History

Senior Systems Engineer

cognizant
Banglore
09.2023 - Current
  • Led system integration projects to enhance operational efficiency across departments.
  • Collaborated with cross-functional teams to troubleshoot and resolve technical issues.
  • Developed automation scripts to streamline routine maintenance tasks and improve workflows.
  • Performed root cause analysis of problems, documented faults in tracking system and generated daily reports.
  • Worked closely with other teams to ensure smooth operation of the overall IT infrastructure.
  • Developed and implemented system security policies, procedures and best practices.
  • Provided technical guidance for system development and troubleshooting.
  • Developed system models using automated tools to analyze performance under various operating conditions.
  • Administered application stacks and executed performance tuning to optimize session performance by eliminating performance bottlenecks.

IT Service Desk Analyst

Hinduja Global Service
Banglore
03.2020 - 08.2023
  • Collaborated with cross-functional teams to gather requirements for IT projects.
  • Developed documentation for system configurations and user guides for end-users.
  • Provided technical support to users by troubleshooting hardware and software issues.
  • Managed ticketing system to track and prioritize user requests efficiently.
  • Collaborated with cross-functional teams to implement IT solutions and improvements.
  • Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
  • Analyzed project requirements and created test plans accordingly.
  • Resolved complex technical issues by providing innovative solutions.
  • Provided technical support for hardware and software issues to end-users.

Education

Bachelor of Engineering - Mechanical Engineering

MATS University
Raipur
03-2020

Diploma - Mechanical Engineering

MATS University
Raipur
03-2017

Skills

  • ServiceNow
  • Incident management
  • Cloud services
  • ITSM process handling
  • Active Directory management
  • Remote troubleshooting
  • Cross-functional collaboration
  • Effective communication
  • Application support
  • Incident response planning
  • Software development experience
  • Root-cause analysis
  • SOP creation
  • Windows server management

Disclaimer

I hereby declare that all the information furnished above is true and correct to the best of the knowledge and belief.

Roles And Responsibilities

  • End to end Client support.
  • Complete experience on Voice Support/Chat Support/Mail Support
  • Managing ITSM process through Service Now
  • Responsible for creating Incident & Service Request
  • End user machine remote through Quick Assist/Teams
  • Account unlock, disable, enable from Active Directory Users & Computers tool.
  • Password reset from Active Directory Users & Computers tool.
  • Supporting End To End Bit Locker for end user
  • Creating Outlook Profile
  • Managing Shared Mailbox & Distribution List from Exchange Portal
  • Routing out of scope incidents to the right technical team.
  • Responsible for trouble shooting VPN issues.
  • Configuring Local and Network printers.
  • Providing Remote assistance to the client.
  • Responsible for troubleshooting internal issues.
  • Finding all long pending incidents and following up with requester.
  • Applying 3 strike rule for back log incidents to reduce the incident queue.
  • Handover the Pending Incident/Service Request to the next shift engineer.
  • Following up the pending Incidents/Service Request through Email & Teams Chat.

DECLARATION

I here by declare that all the information furnished above is true and correct to the best of the knowledge and belief.

Place: Bangalore
Date:  02-08-2025

Timeline

Senior Systems Engineer

cognizant
09.2023 - Current

IT Service Desk Analyst

Hinduja Global Service
03.2020 - 08.2023

Bachelor of Engineering - Mechanical Engineering

MATS University

Diploma - Mechanical Engineering

MATS University

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