Yuvraj Yadav

British Telecom (Dec 2022 - March 2023)-

Administrator-L1

• As a desktop support technician using ServiceNow, I efficiently managed and resolved end-user device issues through the platform's incident management system. I categorized and prioritized incoming incidents, ensuring quick and accurate responses.
• Leveraging ServiceNow’s knowledge base, I provided solutions to common problems, while utilizing automated workflows for faster issue resolution. I also collaborated with IT teams to address hardware and software failures and tracked assets to maintain up-to-date records. ServiceNow allowed me to streamline support processes, reduce downtime, and enhance overall user satisfaction.

Kotak Mahindra Bank Ltd.(Sept 2023 - Dec 2023)-

System Engineer - L1

• As a System Engineer L1 in desktop support, I was responsible for providing first-line support to end users by addressing and resolving hardware and software issues.
• My role involved troubleshooting system and network connectivity problems, performing software installations and updates, and configuring desktops and laptops. I also collaborated with higher-level support teams to escalate more complex issues
• Assisted users with troubleshooting system and network connectivity issues, and handled software installations.
• Collaborated with higher-level support for escalated issues and ensured accurate asset tracking.

The Estée Lauder Companies Inc(Dec 2023 - May 2024)-

Administrator-L1

• As an Administrator L1 in desktop support, my primary responsibility was to ensure the smooth operations of end-user devices, providing timely support for hardware and software issues.
• I used ServiceNow to log, track, and prioritize incidents, ensuring quick resolution and minimal disruption to user productivity. I performed basic troubleshooting of desktop systems, including system configurations, software installations, and updates.
• Provided desktop support by managing and resolving hardware/software incidents using ServiceNow.
  Performed system configurations, software installations, and updates.
• Managed user accounts, permissions, and access rights.
  Collaborated with higher-level teams to escalate complex issues, and assisted with system maintenance.
• Reduced downtime and enhanced productivity by resolving incidents efficiently. Streamlined account management processes, ensuring secure access and data integrity for users.

BITS(June 2024 - Sept 2024)-

Developer-L1

• As a Developer L1 in desktop support, my role focused on supporting end-user applications and ensuring the smooth operation of software systems. I assisted with the development and deployment of software solutions, resolving issues related to application functionality and user interfaces.
• I used ServiceNow to log, categorize, and prioritize incidents related to software applications and collaborated with higher-level developers to address more complex coding or configuration issues.
• Supported end-user applications and resolved software-related incidents using ServiceNow.
• Assisted in the development, testing, and deployment of software solutions.
• Improved user experience by resolving software-related issues promptly.
• Streamlined processes through automation, reducing the time spent on manual tasks, and enhancing overall efficiency.