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
Chennai06-2017
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
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