Pranay Kumar

IT Service Desk Analyst with 5+ years of experience in IT Service Desk, IT Support and IT Service Management, providing technical support to end users across Hardware, Software, Network, Operating Systems and Business Applications. Experienced in managing Incident, Service Request, Problem, Change and Major Incident processes using ServiceNow and Jira, while maintaining SLA compliance and accurate ticket documentation. Hands-on experience troubleshooting Windows OS, Microsoft 365, end-point devices, VDI and business applications, with strong exposure to user access management, device administration, application monitoring and technical issue resolution.

Proven ability to coordinate with cross-functional teams, document known issues and knowledge articles, provide user guidance and training, perform RCA, and drive continuous service improvement. Hands-on experience using Generative AI tools such as ChatGPT, Copilot and Gemini to accelerate technical troubleshooting, analyze error messages, draft knowledge articles, generate troubleshooting steps, and improve IT support documentation.

IT Service Desk Analyst at Abhyudaya HR Business Solutions Pvt Ltd (2025-10 – 2026-06)

Client: Vialto Partners

• Delivered IT support for hardware, software, applications, network connectivity and user-access issues while meeting SLA and service-quality targets.
• Provided technical support for password resets, MFA and SSO issues, laptop setup and configuration, mobile device setup, application installation, and printer/scanner installation and troubleshooting, ensuring timely resolution and minimal disruption to users.
• Performed basic network troubleshooting involving TCP/IP, DNS, DHCP and VPN connectivity, escalating complex network issues to infrastructure teams.
• Provided user support for Office 365, Google Workspace and other business applications, resolving access, authentication and application issues.
• Leveraged Generative AI tools to analyze technical issues, error messages and troubleshooting scenarios, accelerating root-cause analysis and resolution of end-user incidents.
• Managed Incident and Service Request activities in ServiceNow, including ticket triage, prioritization, escalation, resolution tracking and SLA management.
• Participated in Major Incident Management activities, coordinating escalations, bridge calls, stakeholder communications, resolution tracking and post-incident review to support timely service restoration.
• Performed Root Cause Analysis for recurring incidents and collaborated with cross-functional teams to implement corrective and permanent solutions.
• Supported the Google Workspace-to-Microsoft 365 migration, resolving user, access and application issues while maintaining business continuity and minimizing disruption.
• Contributed to the implementation of an AI-enabled ServiceNow chatbot and Knowledge Management workflow, improving self-service capabilities and access to technical knowledge.
• Supported IT asset lifecycle management activities, helping improve asset provisioning, tracking and operational processes.

Salesforce Analyst/ Administrator at Devaki Technologies India Pvt Ltd (2024-02 – 2025-09)

Client: Freelance

• Managed end-to-end Salesforce administration, including user setup, security configuration, access management, platform customization, & configuration of custom objects, fields, page layouts, and user interfaces.
• Automated business processes using Salesforce Flows, developed reports and dashboards, and maintained data quality through cleansing, deduplication, and mass data imports.
• Collaborated with clients to gather requirements, deliver scalable Salesforce solutions, integrate third-party applications, and enhance business workflow.
• Provided Salesforce troubleshooting, user training, documentation, and ongoing support while managing project deliverables, timelines, and successful platform implementations.
• Delivered customized Salesforce solutions that streamlined workflow, improved operational efficiency, enhanced reporting capabilities, and enabled data-driven decision-making.
• Improved Salesforce adoption and system reliability through user training, platform audits, best practices, and effective technical support.

IT Support Specialist at Tata Consultancy Services Limited (2018-04 – 2023-04)

Client: Citigroup Inc

• Provided remote and on-site technical support for hardware, software, applications, and end-user computing issues, prioritizing First-Contact Resolution (FCR) and SLA adherence.
• Coordinated Major Incident Management activities, facilitating technical teams, tracking resolution progress, communicating incident status to stakeholders, and supporting post-incident reviews.
• Supported Problem, Change, and Release Management activities, including recurring-issue analysis, change coordination, release validation, and production support to maintain service stability.
• Performed Root Cause Analysis (RCA) for major and recurring incidents, collaborating with cross-functional teams to identify underlying causes and implement permanent corrective actions.
• Monitored application and production environments using AppDynamics and APM tools, analyzing alerts, performance data and application health to maintain service availability.
• Supported the Thick Client-to-VDI Thin Client transition, including user onboarding, virtual desktop provisioning, configuration, and end-user troubleshooting.
• Supported VMware Horizon VDI, monitoring virtual desktop health and endpoint performance using SysTrack and Aternity, and troubleshooting issues affecting desktop availability and user experience.
• Supported Contact Center applications and ITSM operations using ServiceNow and Jira, coordinating with application and infrastructure teams to resolve incidents and service requests.
• Developed technical documentation and knowledge resources and delivered training to users and support teams, while supporting the Salesforce Contact Center CRM migration to maintain business continuity during the technology transition.

MS in Computer Science – University of Illinois at Springfield (2017)

B. Tech in Computer Science and Engineering – Vivekananda Institute of Technology and Science (JNTU – Hyderabad) (2011)