Summary
Experienced IT Support Engineer with 5 years in desktop, service desk, and application support. Skilled in troubleshooting technologies such as Windows, Microsoft 365, Azure AD, and ServiceNow. Delivered comprehensive technical support to enterprise users while maintaining compliance with service level agreements. Focused on continuous improvement of IT knowledge to enhance user support and resolve technical challenges.
4
Languages
4
Certification
5
Years of experience
Work History
IT Support Analyst
5 Months- Provided first-level support for hardware, software, and network issues by diagnosing problems, guiding users through troubleshooting steps, and escalating complex cases.
- Managed the ticketing system by documenting, tracking, and prioritizing user requests, improving response and resolution times by 15%.
- Identified the source of repeated authentication failures and resolved Active Directory account lockouts by resetting and unlocking accounts.
- Delivered timely support and consistently met service level agreements (SLAs), enhancing customer satisfaction.
- Administered user accounts in Azure Active Directory and Okta, including user provisioning, access management, password resets, and Multi-Factor Authentication (MFA) support.
- Configured and supported Microsoft 365 services, resolving email, mailbox, and synchronization issues to maintain operational continuity.
- Provided customer support through MS Teams and other channels, addressing technical issues and user requests to improve client satisfaction.
- Self-motivated, with a strong sense of personal responsibility.
Senior Specialist 2
1 Year 4 Months- Acted as a point of escalation for complex technical issues, facilitating effective communication between teams and clients.
- Served as escalation point for complex technical issues, ensuring clear communication between teams and clients to resolve challenges promptly.
- Maintained detailed records of support cases, ensuring accountability and enabling accurate reporting for performance analysis.
- Installed, configured, and troubleshot Windows operating systems, software applications, printers, and peripheral devices to ensure seamless end-user functionality.
- Monitored system performance and recommended optimizations, contributing to improved service delivery and user experience.
- Created and updated knowledge base articles to empower customers with self-service solutions.
- Maintained comprehensive records of support cases to ensure accountability and facilitate reporting.
Service Desk Engineer 1
1 Year 6 Months- Coordinated troubleshooting between technical teams and clients as the escalation point for complex technical issues, resolving [number] escalations.
- Maintained comprehensive records of [number] support cases to enhance accountability and streamline reporting processes.
- Created and updated knowledge base articles to empower customers with self-service solutions.
- Continuously monitored system performance and recommended specific optimizations to improve service delivery.
- Installed, configured, and troubleshot Windows operating systems, software applications, printers, and peripheral devices to ensure seamless end-user functionality.
- Provided remote desktop support using enterprise remote assistance tools to diagnose and resolve hardware, software, VPN, and network connectivity issues.
- Performed incident analysis, root cause identification, and escalated complex issues to appropriate support teams.
- Coordinated with infrastructure, network, and application teams to facilitate timely resolution of technical issues.
- Monitored system health, alerts, and service queues to maintain uninterrupted business operations.
- Supported software deployments, system updates, and routine maintenance activities.
- Assisted in onboarding and offboarding activities, including user account provisioning and device setup.
- Maintained strong customer satisfaction by promptly troubleshooting technical issues, clearly explaining solutions, and following through to resolution.
- Applied ITIL procedures for incident logging, prioritization, escalation, request fulfillment, and problem root-cause analysis.
- Ensured compliance with organizational security policies while managing user access and system changes.
- Participated in shift handovers and collaborated with global support teams to ensure seamless service delivery.
- Identified recurring issues and recommended process enhancements to optimize service delivery.
Service Desk Engineer
1 Year 2 Months- Responded to client calls and resolved service tickets, achieving resolution within 24 hours for over 50% of cases.
- Responded to client calls and resolved service tickets, achieving [50]% resolution within 24 hours.
- Microsoft 365 (O365): Provided support for Exchange Online, Teams, OneDrive, and Office application-related issues.
- ServiceNow/Jira: Logged, tracked, prioritized, and resolved incidents and service requests while meeting SLA targets.
- Azure Active Directory: Managed user account creation, access management, and troubleshooting of authentication issues.
- Password Reset: Performed secure password resets and resolved account authentication problems.
- Account Unlock: Unlocked user accounts and investigated lockout issues to restore access promptly.
- Logged, tracked, prioritized, and resolved incidents and service requests in ServiceNow/Jira, consistently meeting SLA targets.
- Delivered remote troubleshooting and technical assistance using enterprise remote support tools, enhancing client satisfaction.
Desktop Support Engineer
9 Months- Worked as a Desktop Support Engineer at Onward eServices, where I supported Bank of Baroda by resolving user technical requests, troubleshooting hardware and software issues, and enhancing overall service efficiency.
- Resolved 50+ biometric device issues, user enrollment problems, and attendance synchronization errors, improving system reliability by approximately 15%.
- Resolved timesheet access, submission errors, and system-related discrepancies to enhance user experience.
- Diagnosed and resolved printer hardware, driver, connectivity, and print queue issues, ensuring seamless printing operations.
- Configuration Issues: Configured desktops, laptops, software applications, and peripheral devices based on business requirements.
- Troubleshot LAN, Wi-Fi, VPN, IP configuration, and network connectivity issues to maintain user connectivity.
- Account/Password Issues: Managed user account creation, password resets, account unlocks, and access-related requests.
- Managed various additional responsibilities to support operations.
- Software Installation: Installed, upgraded, and configured business applications and security software.
- Remote Support: Provided remote technical support using remote access tools to resolve user issues efficiently.
- Ticket Management: Logged, tracked, prioritized, and resolved incidents through ServiceNow/Jira while adhering to SLA targets.
Desktop Support Engineer
2 Years 1 Month- Provided desktop support for Amazon through Global Networks, resolving hardware and software issues and managing [number] technical tickets.
- Executed data backup and restoration during OS installations and system migrations to safeguard user data and maintain system integrity.
- Replaced and upgraded hardware components, including RAM, hard disks/SSDs, keyboards, batteries, and other peripherals.
- Installed and updated device drivers, software applications, and security patches.
- Prepared, configured, and deployed new laptops and desktops for new employees.
- Conducted IT onboarding for new employees, providing device handover, system access, and basic IT usage instructions to facilitate smooth integration.
- Conducted post-joining IT onboarding by providing device handover, system access, and basic IT usage instructions.
- Managed IT asset inventory, ensuring accurate documentation of system configurations, hardware replacements, and asset allocation for effective resource tracking.
- Contract ended, and then moved to a different client under the same payroll.
- Continued employment with the same payroll company while transitioning to the new client.
- Responsibilities and role were aligned with the requirements of the new client.
Education
Bachelor of Science - Commerce
GPA: 75%
Skills
End-User Support (EUS)
Analytical skills
Process Improvement
Time Management
Interdepartmental Collaboration
Customer Engagement
Team collaboration
Client support
Analytical troubleshooting
Active Directory Management
Critical thinking
Multitasking Abilities
Calm under pressure
Active listening
Decision-making
Customer service
Problem-solving
Teamwork and collaboration
Friendly
positive attitude
Attention to detail
Time management
Flexible and adaptable
Dependable and responsible
Multitasking
Excellent communication
Computer skills
Organizational skills
Organization and time management
Problem resolution
Verbal communication
Certification
Learning Wi-Fi, CompTIA A+ (220-1001) Cert Prep 1: The Basics, CompTIA IT Fundamentals (FC0-U61) Cert Prep 1: Computer Basics, Hardware, and Operating Systems, Learning Virtualization (2014), Unlocking AI for Everyone
Languages
English | Professional
Hindi | Professional
Telugu | Professional
Marathi | Professional
Extra-Curricular Activities
- Team Engagement & Knowledge Sharing
- Volunteered in organizing team engagement activities and knowledge-sharing sessions to promote collaboration and learning.
- Employee Onboarding Support
- Assisted in onboarding new employees by providing IT orientation, device setup, and basic system guidance.
- Technical Learning & Development
- Participated in technical training programs, certification workshops, and continuous skill development initiatives.
- Process Improvement & Knowledge Management
- Contributed to process improvement initiatives by creating and maintaining knowledge base articles and technical documentation.
Timeline
IT Support Analyst
RSM US in India
09.2025 - 02.2026
Senior Specialist 2
HCLTech
04.2024 - 08.2025
Service Desk Engineer 1
BlueYonder
09.2022 - 03.2024
Service Desk Engineer
Genpact
07.2021 - 09.2022
Desktop Support Engineer
Bank of Baroda
06.2020 - 03.2021
Desktop Support Engineer
Amazon
12.2016 - 01.2019
Nagarjuna University
Bachelor of Science from Commerce