JYOTI RAGHUWANSHI
Indore
Summary
Desktop Support & Infrastructure professional with 3.5+ years of experience at TCS, leading GHD operations across 5 locations. Proven ability to manage end-to-end IT infrastructure for 200+ users, lead support teams, and collaborate with SDO/RSDO to enhance service reliability. Strong expertise in OS deployment, VDI/VMware environments, endpoint compliance, ITSM processes, and SLA-driven operations ensuring business continuity. Strategic [Job Title] accustomed to evaluating system performance and implementing improvements. Evaluates infrastructure requirements to uncover inefficiencies and bottlenecks. Optimises system performance to exceed objectives.
Overview
4
4
years of professional experience
Work History
System Engineer – Desktop Support / Infrastructure Lead
Tata Consultancy Services (TCS)
Indore, Madhya Pradesh
08.2022 - Current
- Lead GHD desktop support operations across 5 locations supporting ~200+ users
- Coordinate desktop support teams and work with SDO/RSDO to improve infrastructure efficiency
- Deliver hands-on L1/L2 support and escalation management
- Resolved 25,000+ incidents and service requests across VDI, OS, compliance, and enterprise tools
- Performed OS imaging and standardized deployments for Windows, macOS, Linux (RedHat), and Thin Clients
- Managed VMware vSphere and VDI environments including access, monitoring, patching, and decommissioning
- Ensured endpoint compliance, patch management, and audit readiness
- Handled ServiceNow incidents, SLA governance, and BAU operations without disruption
- Tracked metrics, reporting, and operational activities using JILE portal
Education
Masters of Computer Applications - Computer Application
RGPV
Indore,India04-2024
Bachelor of Science - Computer Science
DAVV
Indore,India04-2022
PCM
Higher Secondary
Indore,India04-2019
High School
Indore,India04-2017
Skills
- Desktop & Infrastructure Support (L1/L2)
- Hardware & Peripheral Troubleshooting
- OS Imaging & Deployment (Windows, macOS, Linux – RedHat)
- Windows & Mobile Thin Client Management
- VMware vSphere & VDI
- Microsoft Azure (AD, VM, basic cloud operations)
- Active Directory (AD)
- ServiceNow & JILE Portal9
- SLA, Patch & Compliance Management
- TGIM Operations
- JAMF – Apple Device Management
- Office 365
- Group Policy
- Compliance monitoring
- Data gathering and review
- Google Workspace
- Knowledge of [Citrix , VPN , Omnissa , RSA , Ivanti , Accops , O365 , Oracle , SAP HANA ]
- Problem-solving
- Critical troubleshooting
- Public relations
- Communication skills
- Team Management
- Customer-focused
Languages
Hindi
English
Custom
- Contextual Master Award – TCS
- Xcelerate Warrior Award – TCS
- Special Initiative Award – 2 Times
- Star Performer Award – TCS
- 12–15 Client & Manager Appreciations
- DAVV University Athlete – 15+ certificates in running and sports
Timeline
System Engineer – Desktop Support / Infrastructure Lead
Tata Consultancy Services (TCS)
08.2022 - Current
Masters of Computer Applications - Computer Application
RGPV
Bachelor of Science - Computer Science
DAVV
PCM
Higher Secondary
High School