Open To Work
PRADEEP SINGH
Pune
Summary
Technical Support Engineer with 5+ years of experience resolving technical issues with an 85% First-Time Resolution (FTR) rate. Skilled in handling 150+ weekly tickets while ensuring SLA compliance and achieving 100% Customer Satisfaction (CSAT). Strong communicator with expertise in documentation, trend analysis, and cross-functional collaboration to drive process improvements. Recently completed AWS training and currently upselling in DevOps tools and practices. AWS-certified professional with hands-on cloud project experience, actively learning CI/CD, Docker, and automation. Passionate about building scalable and reliable cloud solutions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
UBS Business Solutions (India) Pvt. Ltd.
01.2020 - Current
- Primary contact for IT support requests using ServiceNow
- Analyzed recurring issues and created reports
- Developed knowledge base for proactive issue resolution
- Collaborated with teams to resolve complex issues
- Delivered actionable insights aligned with business goals
- Conducted training sessions and created documentation
- Improved team efficiency through clear communication
- Amelia Taskforce (Automation & Chatbot Initiative)
- Worked on chatbot (AMELIA) quality and UX improvements
- Gathered requirements and created flow diagrams
- Identified automation opportunities
- Collaborated with developers and performed testing
Desktop Support Engineer (ENO 2 – IT Café)
Credit Suisse Services AG
Pune
09.2018 - 01.2020
- Resolved VPN, Outlook, and enterprise tool issues
- Installed OS patches and applications
- Managed printers, desk phones, and network devices
- Ensured SLA compliance and customer satisfaction
Hardware & Network Support Engineer
Trends Technology
07.2017 - 08.2018
- Deployed systems using WDS/GHOST
- Managed Active Directory users and groups
- Installed and maintained network devices
- Provided on-site technical support
Education
Bachelor of Computer Science -
01-2020
Skills
- Amazon EC2 and S3
- Virtual Private Cloud (VPC)
- Identity and Access Management (IAM)
- CloudWatch monitoring
- AWS Lambda functions
- Auto scaling solutions
- Elastic Load Balancing (ELB)
- Route 53 DNS management
- CloudFormation automation
- Continuous integration and delivery (CI/CD)
- System administration
- ServiceNow expertise
- JIRA management
- Local Area Network (LAN) setup
- Active Directory
- VPN setup
- LAN configuration
- JIRA project management
- Networking basics
- ITIL expertise
- Agile practices
- DevOps practices
Certification
• AWS Certified Cloud Practitioner, Completed
• Microsoft Azure Fundamentals (AZ-900), Completed
• Microsoft Azure Fundamentals (AZ-900), Completed
Accomplishments
- Winner – Code for Bharat Hackathon 2025
- Received 100+ RAVE/KUDOS recognitions
- Reduced escalations through knowledge base improvements
- Trained new hires, improving resolution rates by 20%
Projects
- AWS Web Hosting Project, Deployed static/dynamic website using EC2 and S3, Configured IAM roles and security groups, Implemented monitoring using CloudWatch, Demonstrated scalable and secure cloud architecture
- CI/CD Pipeline (Learning Project), Built CI/CD pipeline using Jenkins and Git, Automated build and deployment workflows, Gained hands-on exposure to DevOps lifecycle
Personal Information
- Date of Birth: 01/16/95
- Marital Status: Single
Languages
- Hindi
- Marathi
- English
- Hindi
- Marathi
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteSalary Range
₹100000/yr - ₹200000/yrTimeline
Technical Support Analyst
UBS Business Solutions (India) Pvt. Ltd.
01.2020 - Current
Desktop Support Engineer (ENO 2 – IT Café)
Credit Suisse Services AG
09.2018 - 01.2020
Hardware & Network Support Engineer
Trends Technology
07.2017 - 08.2018