HRITHIK USULKAR
Bengaluru
Summary
Senior L2 Analyst with over two years of accelerated experience in a Toll Service Desk environment, recently promoted to A5 status for outstanding performance in both client support and administrative management. Proven expert in delivering high-level VIP support for international clients (UK, AU, USA), possessing excellent cross-cultural communication skills, and proficient in core Windows administration and L2 tasks, including onboarding and offboarding, while leveraging AI automation certification to drive efficiency and reduce overall team escalations. Solution-focused Senior Service Desk Analyst with track record in rapidly and efficiently resolving user issues to boost productivity. Skilled in ITIL frameworks, incident management, and troubleshooting complex technical problems. Excel at communication, leadership, and problem-solving to ensure seamless IT operations and superior user support.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst L2
Capgemini Technology Services India Limited
Bangalore
03.2023 - 02.2026
- My primary responsibilities involve providing VIP support for our Australian clientele, which includes handling day-to-day calls to assist them directly with troubleshooting their technical issues.
- Beyond client interaction, I manage critical project administration tasks, such as coordinating onboarding and offboarding procedures, efficiently handling the escalation mailboxes, and acting as a subject matter expert for the Level 1 team.
- This includes answering their queries and providing guidance, which collectively requires extensive application of Windows Administration-related tasks and expertise.
- Analyzed root cause of incidents using problem management tools such as ITSM.
- Implemented best practices for incident resolution processes based on ITIL standards.
Intern
Techify India
Belgaum
01.2022 - 02.2022
- Done Internship at Techify India for 1 month on .NET Application, Web Development and IOT.
Education
Bachelor of Engineering - Computer Science And Engineering
S. G. Balekundri Institue of Technology
Belgaum, Karnataka08-2022
Skills
- Specialized Client & Communication
- VIP client support
- Advanced troubleshooting
- Handling escalated issues
- Cross-cultural communication
- Proficiency in understanding UK/AU/USA accents
- Professional guidance
- IT Administration & Operations
- Core Windows Administration tasks
- L15 administrative duties
- Onboarding/offboarding coordination
- Escalation mailbox management
- Mentorship/guidance for L1 agents
- Process Improvement & Efficiency
- Strategic reduction of team escalations
- Task completion
- Time management
- Driving operational efficiency
- Technical & Creative Software
- Foundational knowledge of Python
- Generative AI and AI Automation
- Beginner proficiency in Adobe Photoshop
- Beginner proficiency in Video Editing
- Change management
- Technical troubleshooting
- Incident resolution
- Windows administration
- VIP support
- ITSM tools
- SLA compliance
- Service desk management
- ITIL framework
- Incident management
- Technical support expertise
- Software installation
- Remote support
- Analytical skills
- Problem-solving abilities
- Support end-users
Certification
• Outskill AI Automation 2 Day Program, Outskill, 30/08/25
• ITIL V4 CERTIFICATION, Coursera, 05/06/23
• Cloud Computing Basis (Cloud 101), Coursera, 07/06/23
• Google Analytics Certification, Google, 18/12/25
• ITIL V4 CERTIFICATION, Coursera, 05/06/23
• Cloud Computing Basis (Cloud 101), Coursera, 07/06/23
• Google Analytics Certification, Google, 18/12/25
Languages
English
Proficient (C2)
C2
Marathi
Native
Native
Hindi
Proficient (C2)
C2
Kannada
Elementary (A2)
A2
Timeline
Senior Service Desk Analyst L2
Capgemini Technology Services India Limited
03.2023 - 02.2026
Intern
Techify India
01.2022 - 02.2022
Bachelor of Engineering - Computer Science And Engineering
S. G. Balekundri Institue of Technology