Prashant Waldia
Delhi
Summary
Dynamic IT Support Analyst with a proven track record at Rackspace, excelling in Incident Management and customer service. Expert in utilizing ITIL frameworks to enhance workflows and achieve timely resolutions. Recognized for strong communication skills and adept at managing complex technical issues, ensuring high satisfaction levels and seamless operations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Support Analyst
Appen
Hyderabad
01.2025 - Current
- Managed inventory and supplies to ensure materials were available when needed.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Completed day-to-day duties accurately and efficiently.
- Achieved cost-savings by developing functional solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Conducted testing of software and systems to ensure quality and reliability.
- Worked with cross-functional teams to achieve goals.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Operated equipment and machinery according to safety guidelines.
- Completed routine maintenance and repair.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Participated in IT projects, contributing to the successful rollout of technology initiatives.
- Installed, configured, maintained and administered desktops, laptops, printers and other peripherals.
- Coordinated with vendors for warranty and non-warranty hardware repairs and replacements.
- Provided excellent customer service, resolving issues promptly and maintaining high satisfaction levels.
- Coordinated with vendors for obtaining replacement parts or repairs when needed.
- Provided onsite technical assistance during corporate events and meetings as required.
- Developed technical documentation such as standard operating procedures and knowledge base articles.
- Oversaw daily performance of computer systems.
- Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Resolved user account access issues through active directory services.
- Provided technical support to customers for hardware and software related issues, including installation, configuration, troubleshooting and maintenance.
Senior Analyst II
Rackspace
Gurugram
04.2020 - 06.2024
- Managed notifications and responses to unplanned service interruptions, ensuring efficient incident routing and resource engagement for investigation
- Initiated and led war room calls, collaborating with cross-functional teams to meet Severity 1 & 2 SLAs
- Developed and documented Incident Management process models to optimize workflows as Incident Manager
- Monitored and audited all Service Events (SEVs) until closure, creating SLA and Ageing Dashboards for timely incident resolution and team dissemination
- Ensured understanding, maintenance, and updates of ticket handshake mechanisms across service providers for seamless operations
- Conducted regular site inspections and audits to identify and address potential issues, preventing costly repairs and downtime
- Setting up computer workstations, including peripheral devices for new hires and existing employees
- Also guiding users for different software's issues on call or MS Teams
- Mailbox Creation, Send as/Full access to Shared Mailbox, E1 & E3 license
- Conducted daily Problem Management services, performing Root Cause Analysis (RCA) using methodologies like 5 Whys, Brainstorming, and Fishbone diagrams
- Working with SyntaxSkill integration with tool of AI or translation
- Managing it using it pre build databases
Senior Analyst
HCL Tech
Noida
06.2018 - 04.2020
- Integral member of Call, Chat, Web Support Team, following ITIL practices for issue isolation and resolution using ServiceNow
- Conduct initial troubleshooting on Help Desk for hardware, software, network printer, and network share drive issues
- Coordinate with resolver groups to achieve timely issue resolution within SLA, ensuring superior client satisfaction
- Managed ITIL Problem Management lifecycle, adhering to organizational standards
- Developed and executed action plans to prevent incident recurrence
- Collaborated with IT service owners to conduct root cause analysis
- Managed and configured all aspects of the Global Access Management system, including user roles, permissions, and access levels to ensure appropriate and secure access to resources
Process Associate
Interglobe Technologies
Gurguram
05.2015 - 04.2018
- Ensured timely and accurate resolution of tickets to maintain uninterrupted business operations
- Engaged stakeholders through clear communication via calls, emails, and chat
- Coordinated daily with teams to promptly resolve aging issues and report on-call incidents
- Achieved one-time resolution of ongoing issues, adhering to SLAs and business hours
- Attended daily operations and RCA calls for ongoing issues
- Mapped access and IDs between user accounts in Active Directory and Exchange
Education
BCA -
CCS University (IMS)
NOIDA01.2015
12th CBSE -
GSBV
01.2012
10th CBSe -
APS
01.2009
Skills
- ITSM
- ITIL Framework
- Lotus Notes
- Active Directory
- O365 admin
- Change Management
- Incident Management
- AWS Support
- VMware admin
- Time management
- Customer service
- Inventory management
- Documentation development
- Network troubleshooting
- Active Directory management
- Multitasking Abilities
- Good Telephone Etiquette
- Calm under pressure
- AWS GAM
- Risk Management
- Active Directory Server Management
- SLA Management
- Escalation Management
- Strong Communication Skills
- Core
- Encore
- BMC remedy
- Service Now
- Service Hub
- JIRA
Certification
- Azure AZ 9000 Intro to AI
- ITIL Endpoint Admin
Volunteer Experience
- SME, Interglobe Technologies, Was working on reporting tool access and efficiently cleared backlogs., Facilitated On-The-Job (OJT) trainings to make them comfortable in process during their OJT.
- Senior Analyst II, Rackspace, Managed team rosters and coordinated client meetings effectively., Conducted interviews with senior managers to gain experience in team management., Identifying equipment/license shortages and placing orders with suppliers and aligning with them for deliveries.
Timeline
IT Support Analyst
Appen
01.2025 - Current
Senior Analyst II
Rackspace
04.2020 - 06.2024
Senior Analyst
HCL Tech
06.2018 - 04.2020
Process Associate
Interglobe Technologies
05.2015 - 04.2018
BCA -
CCS University (IMS)
12th CBSE -
GSBV
10th CBSe -
APS
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