Manish Tiwari

IT Analyst and Senior Technical Support Professional with 10 years of experience in IT infrastructure support, cloud services, endpoint management, and service delivery. Skilled in AWS cloud services, ServiceNow, Windows, Linux, macOS, Active Directory, and IT operations. Proven track record of improving system uptime, reducing incident resolution times, enhancing security compliance, and delivering exceptional end-user support.

Experienced in process automation, root cause analysis, and cross-functional collaboration

IT Analyst at Petrofac Engineering India Pvt Ltd (2024-05 – Present)

• Provide advanced technical support for 200 end users across Windows
• Conduct root cause analysis for recurring incidents and implement preventive actions
• Maintain endpoint security, patch management, and compliance for 200 devices
• Achieved 95% SLA compliance through ServiceNow workflows and automation

Senior Support Engineer at Vserv Infosystems Pvt. Ltd (2021-01 – 2024-05)

• Delivered multi-tier IT support and infrastructure management for 150 enterprise clients
• Improved first-response rates by 25% through an optimized ticket categorization process
• Performed system audits, monitoring, and remote troubleshooting to maintain uptime
• Collaborated with network and software teams to resolve critical incidents

IT Support Engineer (Team Leader) at Aforeserve.com Limited (2018-01 – 2020-12)

• Managed IT infrastructure and end-user support for 300 devices
• Reduced downtime by 15% through proactive maintenance and monitoring
• Executed system installations, upgrades, hardware support, and endpoint protection initiatives
• Ensured antivirus compliance and security standards across the organization

Support Engineer at HCL Services Ltd (2014-12 – 2017-12)

• Installed, configured, and supported Windows and Linux systems
• Performed troubleshooting and technical support to improve operational stability
• Managed patch deployment and antivirus updates to strengthen security posture

Bachelor of Engineering in Computer Science – RGPV University

Higher Secondary Education – M.P. Board, Bhopal