Mayank Shukla

Highly motivated Cloud and DevOps Engineer with a proven track record in optimizing IT operations and deploying scalable cloud solutions. Possessing strong expertise in AWS, Azure, Docker, Kubernetes, and CI/CD pipelines, I excel at leveraging automation and infrastructure-as-code to drive efficiency. I am adept at complex troubleshooting and root-cause analysis, consistently improving system reliability and user satisfaction.

Seeking to apply my skills in cloud architecture, deployment, and monitoring to deliver robust and high-performance systems.

IT Service Desk analyst at HCLTech (2024-01 – Present)

• Resolved over 2,200 IT service requests spanning Windows, Linux, VPN, O365, and network infrastructure, consistently maintaining 92% SLA compliance.
• Applied structured troubleshooting methodologies and developed automation scripts (PowerShell, Bash) to streamline workflows, achieving an 18% reduction in average resolution time.
• Improved first-contact resolution (FCR) rates from 62% to 75% by proactively identifying recurring issues and implementing sustainable fixes, significantly enhancing user satisfaction.
• Minimized L2 escalations by 23% through comprehensive root-cause analysis and detailed documentation, fostering knowledge transfer and operational efficiency.

Master of Computer Applications in Computer Science – Chandigarh University (2025-12)

Bachelor of Science in Mathematics – B.S.N.V. P.G. COLLEGE (2020-11 – 2023-08)