PRASHANT UKEY
Service Desk Engineer
Pune
Summary
Service Desk Engineer with 5+ years of experience in Level 1 and Level 2 IT support within enterprise environments. Expertise in incident management, SLA adherence, Active Directory, VPN troubleshooting, and end-user support. Proficient in ITIL best practices, consistently delivering high-quality customer service. Currently pursuing a Bachelor of Computer Applications (BCA) and utilizing ServiceNow ticketing tool.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Service Desk Engineer
Tata Communications Pvt. Ltd.
02.2022 - Current
- Provide Level 1 and Level 2 technical support to internal users and enterprise clients.
- Manage incidents and service requests through ticketing systems while consistently meeting SLA targets.
- Troubleshoot hardware, software, operating systems, VPN, email, and network connectivity issues.
- Administer user accounts, password resets, and access permissions using Active Directory.
- Coordinate with internal teams and vendors for issue resolution and escalations.
Service Desk Engineer
Intelligenic Software Pvt. Ltd.
10.2020 - 12.2021
- Provided end-user technical support via phone and email.
- Resolved Active Directory, VPN, and remote access related issues.
- Ensured timely resolution and high customer satisfaction.
Education
Bachelor of Science - BCA
Tikaram Jagannath Kale Vanijya V Vidnyan Mahavidyalaya
PuneBachelor of Arts - B.A
Sant Gadge Baba Amravati University
Amravati06.2022
High School Diploma - Computer Engineering
P.R.Potel Patil Education And Technology
Amravati03.2020
Skills
Service Desk Support (L1 / L2)
Incident, Problem & Request Management
Active Directory (User Management, Password Resets, Access Control)
VPN & Remote Access Troubleshooting
Windows OS, Email & Network Support
ITIL Best Practices & SLA Management
Remote Support Tools & Customer Communication
AWARDS & RECOGNITION
Certificate of Appreciation from Tata Communications for excellent technical support and service delivery.
Hobbies
Learning new technologies and IT tools
Troubleshooting technical issues
Reading about cybersecurity and cloud computing
Exploring new software and applications
Online technical courses and self-learning
Team collaboration and knowledge sharing
Timeline
Service Desk Engineer
Tata Communications Pvt. Ltd.
02.2022 - Current
Service Desk Engineer
Intelligenic Software Pvt. Ltd.
10.2020 - 12.2021
Bachelor of Science - BCA
Tikaram Jagannath Kale Vanijya V Vidnyan Mahavidyalaya
Bachelor of Arts - B.A
Sant Gadge Baba Amravati University
High School Diploma - Computer Engineering
P.R.Potel Patil Education And Technology