ICT PROFESSIONAL at OMP (2022-11 – 2025-12)
- Delivered end-to-end ICT support as primary point of contact for India office and remote users across China and Australia
- Acted as escalation point for critical technical issues, ensuring timely resolution and high user satisfaction
- Mentored junior support staff and provided guidance on complex troubleshooting scenarios
- Managed end-to-end onboarding and offboarding processes, ensuring seamless user provisioning and access readiness
- Resolved high-volume technical incidents while maintaining strong SLA adherence and first contact resolution
- Administered endpoint and access management using Microsoft Intune and Active Directory
- Led Windows 10 to Windows 11 migration with minimal business disruption
- Collaborated with internal teams to improve support processes and service efficiency
L2 DESKTOP SUPPORT SPECIALIST & EXEMPTNON-OFFICER at Credit Suisse Business Analytics Pvt. Ltd (2020-10 – 2022-09)
- Managed end-to-end IT asset lifecycle including procurement, allocation, tracking, and decommissioning using ServiceNow and HPAM
- Maintained CMDB for 1000+ users ensuring high accuracy and compliance
- Conducted periodic asset audits and improved inventory tracking efficiency
- Monitored software license usage and supported compliance and renewal planning
- Owned ServiceNow IT Café queue, resolving high-volume incidents with strong first contact resolution
- Provided VIP user support ensuring high-quality service experience
- Supported hybrid environment including laptops, VDI, and virtual desktops
ANALYST, SYSTEM ADMINISTRATOR at TIAA India Pvt Ltd (2017-05 – 2020-09)
- Delivered global L1/L2 IT support, managing incidents and service requests via ServiceNow while ensuring SLA adherence
- Acted as escalation support for complex technical issues, assisting team members in faster resolution
- Served as trainer and onboarding mentor for new joiners during probation period, improving team readiness and performance
- Managed Active Directory (user provisioning, access, group policies) and endpoint administration
- Supported Windows, Microsoft 365, Exchange, Skype for Business, and macOS environments
- Handled hardware and software support for laptops, desktops, and enterprise endpoints
- Contributed to knowledge base documentation and process improvements to enhance support efficiency
IT Service Desk Executive at Orient Technology Pvt. Ltd (2015-12 – 2017-05)
- Managed site location for Nomura services in India while addressing global user queries and issues
- Utilized ServiceNow to create and manage incidents, requests, and change tickets
- Collaborated within Citrix environment to troubleshoot XenApp and regional Citrix applications
- Resolved Outlook and Windows 7 issues through effective troubleshooting techniques
- Oversaw user password policies and managed password manager issues effectively
- Handled network printers, scanners, webcams, and Active Directory tasks efficiently
- Expertly troubleshot user account and service account issues to ensure operational continuity
Technical Support Engineer (Voice Techcaller) at Lester Info services Pvt Ltd (2015-06 – 2015-12)
- Provided remote technical support to residential clients in USA, Canada, Australia, and Europe
- Installed and troubleshot Windows OS, hardware, and peripherals while resolving boot and display issues
- Diagnosed and resolved network connectivity problems, including router, modem, and internet access configurations
- Configured email clients and supported Apple devices such as macOS, iMac, MacBook, iPhone, and iPad
L2 IT Support Engineer (L2 Desktop Engineer) at Kaizen Global Services Pvt Ltd (2013-05 – 2015-03)
- Delivered voice-based technical support for customers across the USA, Canada, and Europe, ensuring timely and high-quality issue resolution
- Served as a floor SME within a 20-member engineering team, providing real-time guidance, escalations, and mentoring to team members
- Trained and mentored 10 new hires on troubleshooting processes, customer communication, and technical best practices to improve onboarding efficiency
- Installed and troubleshot Windows and macOS systems, configured network devices, and supported peripherals and security devices including printers, scanners, IP cameras, DVRs, NAS, and firewalls
