Puru Raj
Noida
Summary
Results-driven IT support professional with a proven track record in managing help desk operations, delivering user training, and executing hardware deployments. Committed to proactive problem-solving and fostering continuous improvement to enhance service delivery and user satisfaction. Adept at leveraging technical expertise to streamline processes and resolve issues efficiently, ensuring optimal performance in dynamic environments. Passionate about empowering users through effective training and support, contributing to overall organizational success.
Overview
6
6
years of professional experience
6040
6040
years of post-secondary education
2
2
Languages
Work History
Digital Workplace Analyst
McGraw-Hill Education
Noida
01.2026 - Current
- Provided remote technical support to end users, diagnosing and resolving hardware, software, and connectivity issues in a timely manner.
- Troubleshoot and escalate complex technical issues to ensure minimal downtime and business continuity.
- Managed and maintained the software asset inventory, ensuring compliance with licensing agreements and organizational policies.
- Tracked software lifecycle, including procurement, deployment, and decommissioning of software assets.
- Administered user accounts, permissions, and access controls in accordance with company security policies.
- Performed end-to-end onboarding for new employees, external users, and consultants, including account creation and system access provisioning.
- Created and managed shared drive groups and Access Control Lists (ACLs) to grant appropriate access levels based on user roles.
- Managed and configured Windows devices using Microsoft Intune, enforcing security policies, compliance rules, and software deployments.
- Administered macOS and iOS devices via JAMF Pro, ensuring that devices were enrolled, configured, and compliant with organizational standards.
- Managed and maintained user profiles in Okta, ensuring accurate and up-to-date identity information across the organization.
- Diagnosed and resolved user access issues, including login failures, MFA problems, and account lockouts.
- Created and managed Okta groups, assigning appropriate memberships to control access based on roles and departments.
- Administered application assignments in Okta, provisioning, and deprovisioning user access to integrated apps (SSO).
Senior Analyst
HCL Tech
Lucknow
05.2020 - 01.2026
- Worked on Service Requests and Incidents in the ServiceNow Portal: I have experience handling service requests and incidents within the ServiceNow platform.
- ServiceNow Ticket Management: I am proficient in using ServiceNow for managing tickets.
- Manual Windows Update Installation and SCCM: I have performed manual Windows update installations and used SCCM (System Center Configuration Manager) for updates.
- Windows Troubleshooting: I have worked with the Windows operating system and gained troubleshooting experience.
- OS-Level Configuration and Resolution: I configure and resolve OS-level issues, and I am currently proficient in working with Windows platforms.
- MS Office Troubleshooting: I troubleshoot and resolve issues related to MS Office versions, such as 2010, 2016, and Office 365.
- Maintaining High-Quality Applications: I adhere to established company standards and development guidelines to maintain high-quality applications.
- Software Installation and Configuration: I install and configure software, including Microsoft Office applications, on both corporate and personal devices.
- Incident Creation and Routing: I create incidents and route them based on the issues and criticality.
- Managing Incident and Work Orders: I handle incident and work orders across various applications and technologies within the company, and for external clients.
- Perform hardware diagnostics and repairs on laptops, including RAM upgrades, display replacements, and component troubleshooting, to enhance system performance and reliability.
- Oversaw procurement, allocation, and tracking of computing accessories, maintaining up-to-date records for streamlined asset management.
- Maintained and audited the IT asset inventory, ensuring timely distribution and recovery of devices and peripherals.
Education
Diploma - Computer Science
C M J University
Meghalya, IndiaHigh School Diploma -
Rajendra Swarup Public School
Agra, Uttar PradeshB.Tech. - Computer Science
A P J Abdul Kalam University
Agra, Uttar PradeshSkills
Application installations
IT technical support
IT system management
Experienced with Windows operating systems
System diagnosis expertise
Active Directory
MS Office 365 expertise
Systematic problem-solving
Accomplishments
- Recognized the Star Achiever Award in the Achievers League.
- Recognized as the top performer within the team by the Reporting Manager.
Timeline
Digital Workplace Analyst
McGraw-Hill Education
01.2026 - Current
Senior Analyst
HCL Tech
05.2020 - 01.2026
Diploma - Computer Science
C M J University
High School Diploma -
Rajendra Swarup Public School
B.Tech. - Computer Science
A P J Abdul Kalam University
Languages
Hindi
English