ServiceNow
Pradeep Kumar
Noida,Uttar Pradesh
Summary
Results-driven service desk leader with a strong background in team leadership, IT support and service delivery. Demonstrated success in optimizing service desk operations, improving response times, and enhancing customer satisfaction. Proficient in ITIL frameworks, process automation, and team development. Known for driving efficiency, reducing downtime, and fostering a high-performance culture.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Helpdesk Analyst
NTT Data
03.2022 - Current
- Managed a diverse team of 20+ Tier 1 and Tier 2 level Service Desk technicians in 24/7 ITIL based Service Desk environment providing IT support for a Banking Project with a global user base of more than 70,000.
- Worked along with various teams for Problem Management, Incident Management and Change Management.
- Developed and implemented a comprehensive training program, elevating team expertise and reducing onboarding time by 20%.
- Ensured that requests were fulfilled with minimal delay and incidents were resolved with minimal business impact and followed up with proper problem management in environment.
- Established and maintained protocols for system updates and maintenance, minimizing downtime and maintaining business continuity.
- Developed monthly technician schedules, verified time sheet accuracy and maintained attendance ledger updates for 20+ direct reports.
- Trained, coached and mentored Service Desk technicians to prepare them for next step in their career path.
- Worked in Knowledge Management team writing, approving and managing the Knowledge base articles.
Technical Support Representative
Teleperformance
10.2019 - 01.2022
- Worked as a L1 Technician in a Security Account and later promoted to Subject Matter Expert role managing the team.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Graduated -
Rajasthan Technical University
Jaipur09-2019
Sr. secondary Examination -
HBSE
Bhiwani03-2015
Secondary Examination -
HBSE
Bhiwani03-2013
Skills
- IT Service Management (ITSM)
- Team Leadership & Development
- Problem, Incident and Change Management
- Major Incident Management (MIM)
- Customer Service & Relationship Management
- Knowledge Management
- ITIL Framework & Best Practices
- Service Desk Metrics & Reporting
- SLA & KPI Management
- Process Optimization & Automation
- Remote & Onsite Support
- Nexthink
Software
Nexthink
Microsoft 365 Apps
Microsoft Intune
Salesforce
Certification
Artificial Intelligence
Nexthink Associate
Hobbies and Interests
- Staying updated on IT trends and cybersecurity.
- Podcast Listening.
- Sports.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Helpdesk Analyst
NTT Data
03.2022 - Current
Technical Support Representative
Teleperformance
10.2019 - 01.2022
Graduated -
Rajasthan Technical University
Sr. secondary Examination -
HBSE
Secondary Examination -
HBSE
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