Pradeep Prajapati

Result-driven IT Infrastructure & Service Desk Engineer with 7+ years of experience in Global IT Support, Incident Management, and Enterprise Infrastructure environments. Expertise in handling L2/L3 escalations, managing global users, and maintaining SLA compliance across APAC, EMEA, and AMER regions. Strong hands-on experience in ServiceNow, Active Directory, Office 365, Intune, SCCM, IAM, Citrix, VPN, and ITIL framework.

Proven ability to resolve complex technical issues, improve service delivery, and support large-scale enterprise environments.

Senior Service Desk & Escalation Engineer - Netrio Pvt Ltd

(2025-01 - 2025-01)

• Providing L2 / L3 technical support for global users across multiple regions
• Handling escalations through ServiceNow ticketing system
• Troubleshooting Active Directory, Exchange, Office 365, VPN, Intune
• IAM operations including RBAC, onboarding, offboarding
• Managing backup & infrastructure related issues with vendors
• Supporting Citrix, NinjaOne, endpoint monitoring
• Creating SOP and Knowledge Base articles
• Ensuring SLA compliance and customer satisfaction

Associate Professional - Ingram Micro SSC Ltd

(2023-01 - 2024-12)

• Delivered IT support for global regions (APAC, EMEA, AMER, ANZ)
• Worked on ServiceNow, CRM, IMServe ticketing tools
• Managed Active Directory & Exchange administration
• Supported Intune, device compliance, VPN access
• Participated in Major Incident Management bridge calls
• Supported Windows, VDI, MFA, Authenticator
• Created KB articles and process improvements
• Maintained SLA and incident resolution targets

Senior Analyst - Birlasoft

(2022-01 - 2023-12)

• Supported Global Service Desk operations
• Managed tickets using ServiceNow
• Worked on AD, OKTA, VPN, Citrix access
• Maintained SLA and response time
• Handled P1 / P2 incident bridge calls
• User account unlock / MFA / access assignment
• Application support for internal tools

Senior Engineer - Microland Ltd

(2019-01 - 2022-12)

• Managed SCCM deployment & patching
• OS deployment using task sequence / PXE
• Application packaging & distribution
• Active Directory administration
• Citrix / VM / Infra support
• Endpoint compliance & monitoring
• Client environment troubleshooting

Desktop Support Engineer - Wipro Technologies

(2016-01 - 2019-12)

• Desktop / Laptop / Network support
• SCCM installation & configuration
• Outlook / Office / Windows troubleshooting
• macOS support for global users
• VPN / Citrix / O365 support
• Hardware & software installation
• User access & permissions

B.Sc - IT - Mumbai University (2015-01)

HSC - Maharashtra Board (2012-01)

SSC - Maharashtra Board (2010-01)