Diwakar Bn

Dedicated IT Support Specialist with 6+ years of experience in Service Desk, Application Support, and End-User Support within global enterprise environments. Proficient in Microsoft 365 administration, Active Directory, ITSM tools (ServiceNow & Jira), VPN troubleshooting, and onboarding/offboarding. Strong track record of maintaining SLA compliance above 95%, resolving incidents with minimal escalations, and delivering seamless support for hybrid workforces.

Recognized multiple times with Star of the Month and Star of the Quarter awards for outstanding performance.

Application Support Analyst / Service Desk - Tata Consultancy Services (TCS) - Bengaluru, India

(2022-01)

• Provide L1/L2 technical support for 500+ global enterprise users across Windows 10/11 and Microsoft 365 environments including Outlook, Teams, OneDrive, and SharePoint.
• Manage and resolve incidents, service requests, and access management tickets through ServiceNow and Jira, maintaining SLA compliance above 95%.
• Administer Active Directory and Azure AD: user provisioning, password resets, account unlocks, group access, onboarding and offboarding workflows.
• Manage Exchange Online mailbox administration including shared mailboxes, distribution list management, and permission handling.
• Troubleshoot and resolve VPN connectivity, Citrix VDI, remote login, and network performance issues for hybrid workforce.
• Create and maintain SOPs and knowledge base documentation to reduce repeat incidents and improve team efficiency.
• Coordinate with L3 resolver teams and vendors to ensure timely escalation and service restoration within agreed SLA windows.
• Support onboarding/offboarding activities including end-to-end account provisioning, access assignment, and asset management.

Service Desk Analyst - Tata Consultancy Services (TCS) - Bengaluru, India

(2020-01 - 2022-12)

• Delivered first-call resolution for hardware, software, and network issues across desktops, laptops, printers, and enterprise applications.
• Resolved Outlook, Exchange, VPN, and remote login issues for global end users in a fast-paced service desk environment.
• Assisted users with password resets, account unlocks, and multi-factor authentication (MFA) setup.
• Logged, tracked, and resolved incidents using ITSM tools while maintaining consistent SLA adherence.
• Collaborated with cross-functional teams to drive swift resolution and ensure minimal downtime for business users.

Bachelor of Computer Applications - BCA - Bangalore University