Akhil Puthenpurackal

Dynamic IT Analyst with over 11 years of experience delivering exceptional service desk support and troubleshooting expertise across diverse environments. Proficient in managingL1 Service Desk operations, utilizing advanced ticketing systems, and optimizing IT support processes to enhance user satisfaction. Adept at leveraging technical knowledge to resolve complex issues and improve system performance, ensuring seamless operations and effective service delivery.

Ready to contribute to a team as an IT Service Desk Specialist.

IT Analyst at Tata Consultancy Services Ltd. (2022-04 – 2025-06)

• Providing technical support to employees regarding hardware, software and network issues over the call/chat.
• Managed Active Directory (AD) tasks including user account creation, password resets, security group modifications, and access management.
• Supported Microsoft Exchange by handling mailbox permissions, email distribution lists, and troubleshooting mail delivery issues.
• Assisted with software installation, patching, and updates for Windows and enterprise applications.
• Escalating complex issues to higher level support teams or IT specialist for further investigation.
• Logging and tracking support requests in ticketing system (ServiceNow) to ensure proper documentation and resolution.
• Assisting with setup, configuration and maintenance of hardware and software systems for employees.
• Diagnosed and resolved IT hardware problems (desktops, laptops, printers, mobile devices, and peripherals) for end-users through phone email, or chat support.

IT Support at Sutherland Global Services Ltd (2014-02 – 2022-02)

• Utilized working knowledge in CRM console, Logmein tool, Team Viewer, Teams, and Skype.
• Provided remote management and troubleshooting for a wide range of software-related issues via voice and chat channels.
• Resolved network-related issues, including modem configuration, port forwarding, and IP configuration.
• Possessed abundant knowledge and experience in virus removal and system tune-up procedures.

Project Supervisor at EACL (East African Contractors Ltd, Kenya, AFRICA) (2011-01 – 2013-01)

• Supervised assigned employees and provided effective suggestions and recommendations regarding their employment status.
• Prepared detailed material and labor estimates for projects.
• Monitored the acquisition and efficient use of materials.
• Maintained accurate time, payroll, work order, material, equipment, and other electrical records, and submitted comprehensive reports.

Sales Executive at IDEA CELLULAR LTD (2008-07 – 2010-08)

• Developed SME and LARGE account strategies to drive revenue growth.
• Addressed customer complaints, raised service requests, and followed up for resolution.
• Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.

B.B.A – Siena College of Professional Studies, Cochin, Kerala

H.S.S (12th) – Army Public School, Kolkata, West Bengal

S.S.L.C (10th) – Kendriya Vidyalaya, Kolkata, West Bengal