Yasharth Bakshi
Lucknow
Summary
Results-oriented Technical Analyst with expertise in L1/L2 support for U.S. clients. Proficient in ServiceNow, CyberArk, and Citrix; experienced in incident management, hardware and software troubleshooting, and access management. Knowledgeable in SLA and ITIL processes, emphasizing timely resolution and high customer satisfaction.
Overview
2
2
Languages
3
3
years of post-secondary education
3
3
years of professional experience
Work History
Analyst
HCLTech
Lucknow
06.2025 - Current
- Delivered L1/L2 technical support to USA-based clients, resolving hardware, software, application, access, and connectivity issues to enhance user satisfaction.
- Diagnosed and resolved technical incidents and service requests, adhering to SLA and ITIL processes to maintain service quality.
- Manage incidents and service requests through ServiceNow, maintaining accurate documentation and timely updates throughout the resolution lifecycle.
- Provide CyberArk support for privileged access management, including access-related troubleshooting, password issues, and account support.
- Troubleshoot Citrix virtual desktop and application access issues, including login, connectivity, and session-related problems.
- Executed initial troubleshooting, issue analysis, and root-cause identification, escalating complex issues to appropriate L2/L3 teams.
- Collaborated with internal technical teams and stakeholders to facilitate effective incident resolution, improving communication and response times.
- Follow organizational security policies, SOPs, and access-control procedures while handling client and system-related issues.
- Maintain high standards of customer service by providing clear communication and effective technical solutions.
Relationship Manager
Bright 4 Wheels, NEXA
Lucknow
03.2024 - 05.2025
- Achieved individual sales targets by developing strong customer relationships and applying effective sales and negotiation techniques.
- Built and maintained long-term relationships with customers, contributing to customer retention, referrals, and business growth.
- Maintained regular follow-ups with prospective and existing customers to maximize lead conversion and repeat business.
- Generated and converted leads through customer engagement, telecalling, referrals, and showroom walk-ins.
- Understood customer requirements, preferences, and budget to recommend suitable NEXA vehicle models and variants.
- Handled customer queries, objections, and concerns professionally to improve customer satisfaction and conversion rates.
- Conducted product presentations, test-drive coordination, and explained vehicle features, pricing, finance options, and offers to customers.
- Coordinated with finance, insurance, registration, and delivery teams to ensure a smooth and hassle-free customer experience.
- Maintained accurate customer and lead information and tracked sales activities through CRM systems.
- Managed the complete sales cycle from lead generation and prospecting to vehicle delivery and post-sales follow-up.
Education
Bachelor of Commerce -
University of Lucknow
Lucknow 02.2021 - 03.2024
Skills
- L1/L2 Technical Support
- IT Service Desk & Troubleshooting
- Incident & Request Management
- ServiceNow
- CyberArk
- Citrix
- Hardware & Software Troubleshooting
- Root Cause Analysis
- Problem Solving
- Cross-functional Team Collaboration
- Customer Relationship Management (CRM)
- Sales & Business Development
- Lead Generation & Conversion
- Customer Handling & Retention
- Negotiation & Communication
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Analyst
HCLTech
06.2025 - Current
Relationship Manager
Bright 4 Wheels, NEXA
03.2024 - 05.2025
Bachelor of Commerce -
University of Lucknow
02.2021 - 03.2024