Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Rahul M

Rahul M

Bengaluru

Summary

Results-driven IT Service Desk Analyst with 7 years of experience providing L1/L2 technical support across telecom, aerospace, banking, and retail domains. Skilled in IT Service Management (ITSM), Incident/Problem Management, and SLA adherence, with hands-on expertise in ServiceNow, POS systems, Active Directory, Citrix, VPN, and Microsoft Office Suite. Recognized as a Subject Matter Expert (SME) for retail store operations, leading ticket analysis, reporting, and process improvements to enhance efficiency. Proven track record of hardware/software troubleshooting, access management, and global end-user support with a focus on customer satisfaction, knowledge management, and mentoring junior analysts.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Systems Engineer

CGI
Bangalore
10.2023 - Current
  • Provide Level 2 technical support for retail store hardware and POS systems across multiple locations.
  • Collaborate with vendors and Level 3 teams for complex incidents, ensuring timely resolution.
  • Monitor and manage ServiceNow tickets, adhering to SLA timelines, and escalating when necessary.
  • Document recurring issues, create knowledge base articles, and suggest process improvements to reduce ticket volumes.
  • Analyze incident and ticket trends to identify recurring issues and propose preventive measures.
  • Track SLA breaches and ticket backlogs, ensuring corrective actions are taken to avoid future delays.
  • Conduct training sessions and knowledge-sharing workshops for new team members to improve troubleshooting efficiency.
  • Mentor junior analysts by reviewing their cases and providing feedback, helping to improve team performance.

Technology Operations Analyst

Wells Fargo
Bangalore
04.2021 - 08.2023
  • Provided Level 2 technical support to Wells Fargo employees across banking operations, resolving escalated IT issues.
  • Handled secure access, password resets, MFA issues, and account unlocks while maintaining compliance with strict security protocols.
  • Troubleshot and resolved problems related to workstations, VPN, Outlook/Email, Citrix, and banking applications.
  • Supported hardware and software issues including laptops, desktops, printers, and remote connectivity tools.
  • Ensured compliance with banking regulations, data confidentiality, and security policies while resolving IT issues.

Associate Analyst

Tech Mahindra
Bangalore
03.2020 - 04.2021
  • Provided IT support to Airbus employees, handling L1/L2 incidents and service requests.
  • Assisted employees with account management, password resets, access provisioning, and MFA/secure login issues.
  • Coordinated with global Airbus IT teams and higher-level support groups to resolve complex issues.
  • Supported Airbus operations in a 24/7 environment, adhering to ITIL processes and standards.

Technical Support Executive

Hinduja Global Solution
Bangalore
10.2018 - 03.2020
  • Delivered Level 2 technical support for Airtel customers, resolving issues related to network connectivity, broadband.
  • Handled service requests, complaints, and escalations, ensuring quick turnaround and customer satisfaction.

Education

Bachelor of Engineering - Computer Science

Jerusalem College of Engineering
Chennai
06-2017

Skills

  • IT Service Management (ITSM) & Incident Resolution
  • Ticket Analysis & Reporting
  • Subject Matter Expertise (SME) & Team Mentoring
  • Ticketing Tool - ServiceNow
  • Knowledge Management
  • ITIL processes

Languages

Tamil
First Language
English
Proficient (C2)
C2

Certification

  • Green and Black belt certified in Lean Six Sigma
  • Microsoft Excel and Power BI

Timeline

Systems Engineer

CGI
10.2023 - Current

Technology Operations Analyst

Wells Fargo
04.2021 - 08.2023

Associate Analyst

Tech Mahindra
03.2020 - 04.2021

Technical Support Executive

Hinduja Global Solution
10.2018 - 03.2020

Bachelor of Engineering - Computer Science

Jerusalem College of Engineering
Rahul M