SHIVAPRASAD B K
Bengaluru
Summary
IT Support Engineer with over two years of hands-on experience in resolving technical issues, managing user accounts, and supporting enterprise IT infrastructure. Proficient in Active Directory, Office 365, VPN configuration, and remote support tools. Skilled in ticketing systems like ServiceNow and Kayako, with a strong focus on customer satisfaction and minimizing downtime. Proven ability to provide first-line support, escalate issues efficiently, and contribute to IT service improvement.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Sr. System Engineer
Cognizant Technology Solutions India
Bengaluru
11.2024 - 05.2025
- Delivered first-level support for user account unlocks, password resets, and email issues via phone, chat, and email.
- Identified and rectified system performance issues.
Technical Support Associate, Senior
PFS Commerce Private Limited
Bengaluru
11.2022 - 11.2024
- Administered user accounts in Active Directory and AS400 systems, handling new user creation, access controls, and deletions.
- Monitored job alerts and generated CPU utilization reports on the AS/400 system to ensure optimal performance and resource allocation.
- Analyzed and escalated Splunk alerts to appropriate support teams for proactive issue resolution and system health monitoring.
- Resolved VPN connectivity issues, and managed token-based access to ensure secure remote operations.
- Provided remote desktop support using GoToResolve, and handled L1/L2 technical support tickets through ServiceNow and Kayako.
- Controlled user permissions across enterprise applications, handled MFA configurations, and maintained security compliance.
- Generated and maintained knowledge base (KB) articles in ServiceNow to document common issues and standard resolutions.
Education
Bachelor of Mechanical Engineering -
East West Institute Of Technology
Bengaluru07-2022
MBA - Information System Management
Manipal University
JaipurSkills
- System administration
- Active Directory
- Remote desktop support
- VPN troubleshooting
- Performance monitoring
- Incident management
- AS400
- Technical documentation
Certification
- Play It Safe: Manage Security Risks - Google
- Foundations of Cybersecurity - Google
- SQL Essentials - Thinking in SQL from Beginners to Pro - Udemy
Timeline
Sr. System Engineer
Cognizant Technology Solutions India
11.2024 - 05.2025
Technical Support Associate, Senior
PFS Commerce Private Limited
11.2022 - 11.2024
Bachelor of Mechanical Engineering -
East West Institute Of Technology
MBA - Information System Management
Manipal University
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