Shashank Verma

IT Support / Service Desk Analyst with 1.5+ years of experience supporting enterprise users in SLA-driven environments. Hands-on expertise in ServiceNow ticket lifecycle management, Windows and macOS troubleshooting, Microsoft 365, Active Directory and Azure AD, VPN/Zscaler, SAP access support, and remote support. Maintains a 95%+ resolution rate with average turnaround time under 45 minutes and builds practical workflow automation.

IT Support Analyst / Service Desk Analyst - HCLTech - Lucknow, India

(2025-01)

Client engagement: bp (British Petroleum)

• Manage incidents and service requests in ServiceNow from logging and triage through resolution and closure, sustaining a 95%+ resolution rate and average TAT below 45 minutes while meeting SLA, ITIL, and SOP requirements.
• Provide remote troubleshooting for Windows, macOS, Microsoft 365, Outlook, Teams, Office, printers, Citrix, and enterprise applications using Bomgar and RDP.
• Resolve VPN, Zscaler, Wi-Fi, SSO, and authentication issues; document actions clearly and coordinate escalations to maintain queue flow.
• Perform user, group, permission, and access-lifecycle tasks using Active Directory, Azure Active Directory, and Saviynt.
• Install and support SAP, resolve password and access issues, and perform user administration and log analysis using SU01.
• Created a single-click deployment workflow for a multi-stage 45-minute SAP installation, removing manual registry edits, licensing steps, and repeated administrator credential prompts.

Bachelor of Technology - B.Tech - SVN Institute of Engineering and Technology (AKTU) (2020 - 2024)