Mahesh Gowlikar
Hyderabad
Summary
Dynamic Service Desk Analyst with proven expertise at Wipro, excelling in incident management and technical support. Recognized as a Subject Matter Expert, I effectively guided teams and trained new hires. Proficient in SCCM administration and committed to delivering exceptional customer service, ensuring swift resolution of complex issues.
Overview
13
13
years of professional experience
Work History
Service Desk Analyst- L2
Wipro
02.2021 - 10.2025
- Responsible for creating, updating, and resolving tickets in ServiceNow and ensuring they are handled within the Service Level Agreements (SLA’s)
Resolving Microsoft Office Application issues like Microsoft Teams, Outlook, OneDrive, Excel, Word., Etc.
Furthermore, promoted as a Acting Subject Matter Expert (SME) which involved providing guidance to team members on best practices for ticket management.
I have also trained new hires on using ServiceNow, which includes navigating the dashboard, searching for tickets, updating statuses.
Tachyon Tool usage
Active Directory Password Reset
BitLocker Issue’s
Chat and E-mail support
Remote Support
Operating System Windows 10 and Windows 11
Microsoft System Center Configuration Manager (SCCM) Administration, Software distribution, Installation, Updating.
Project- Novartis(Hyderabad)
Senior Process Associate
Accenture
04.2019 - 08.2020
- Response to customer queries promptly for Google Pixel device user’s
- Provide proactive solutions to customer issues through chat and E-mail support using Salesforce Tool Usage.
- Project- Google Fi
Process Associate
Genpact
06.2016 - 11.2018
- Worked as Process Associate in Genpact (International Voice process) Absorbed in Genpact while working as Phone Banking Officer at Axis Bank Ltd through Vendor Serco in Outbound completely Sales in Credit Card for 6 months.
- Project – Axis Bank
Phone Banking Officer
ICICI BANK LTD
03.2013 - 09.2014
- Provided customer support and resolved queries as a Phone Banking Officer.
- Continuously met and exceeded performance targets for customer satisfaction and issue resolution.
- Upgrading and Pitching for Credit Cards.
- Converting high amount of transactions in to Equated Monthly Instalment (EMI).
Education
B.SC - Computer Science
01-2012
GPA: 60%
MECS -
01-2007
GPA: 65%
SSC -
01-2005
GPA: 60%
Skills
- Software support
- ITIL framework
- Escalation management
- System administration
- Account management
- Technical support
- Asset management
- Hardware support
- Ticketing systems
- Remote technical support
- Network troubleshooting
- Incident management
- Teamwork and collaboration
- Online chat support
- Active Directory management
- SCCM administration
- Remote support
Extracurricular Activities
- Trekking, Completed Summit of Shri Khand Mahadev Kailash in the very first attempt which is about 18500ft, Above sea level which is certified and organized by Heaven Riders, Himachal Pradesh.
- Completed the Summit of World's highest Shiva Temple, Tungnath, Uttarakhand.
- Completed the Summit of Kedar Kantha in the first attempt which is about 12500ft, Certified and organized by Camp360, Uttarakhand.
Awards
- Achieved Service Desk Shining Star Award with Wipro for Novartis Project within 1 year
- Recognized CSAT Topper in Accenture for Google Project within 6 months
- Achieved Rising Star Trophy while working with Axis Bank within 4 months
- Achieved 'Focus ka Sikandar' award with ICICI Bank Ltd.
Languages
- Hindi
- Telugu
- English
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Telugu
Proficient (C2)
C2
Timeline
Service Desk Analyst- L2 - Wipro
02.2021 - 10.2025
Senior Process Associate - Accenture
04.2019 - 08.2020
Process Associate - Genpact
06.2016 - 11.2018
Phone Banking Officer - ICICI BANK LTD
03.2013 - 09.2014
Jagruti Degree & P.G College - B.SC, Computer Science
Sri Chaitanya Junior College - MECS,
St. Aurobindo High School - SSC,