Sonu Singh

I'm an IT Support Analyst with 2.5 years of experience in providing L2 technical support, specializing in incident management and troubleshooting using ServiceNow, with a strong focus on SLA compliance and user satisfaction.

IT Support Engineer – L1 at Accenture (Payroll: Trigent Software Pvt. Ltd.) (2023-07 – 2024-02)

• Provided first-line technical support to the users at Hilton Hotels for hardware, software, and network-related issues.
• Logged, tracked, and resolved incidents and service requests from the user using ServiceNow.
• Coordinated with different IT teams to resolve P1 and P2 tickets affecting business operations.
• Resolved incidents related to Windows OS, Printers, MS Office Suite, basic network connectivity issues
• Supported hotel users with POS systems, management applications, and guest service applications.
• Installed, configured desktop applications and operating systems as per company standards.
• Assisted in troubleshooting LAN/Wi-Fi connectivity issues and coordinated with next level support team for quick resolution.

IT Support Analyst – L2 at ANTS IT SOLUTION PRIVATE LIMITED (2024-05 – 2026-04)

• Installed, configured, and maintained desktops and workstations in a secure banking environment.
• Provided remote support to branch users, ensuring smooth day-to-day operations.
• Provided Level 2 support for desktop hardware, laptops, printers, scanners, and peripheral devices across multiple bank branches
• Diagnosed and resolved hardware faults, including motherboard issues, RAM failures, HDD/SSD replacements, and power-related problems.
• Troubleshot and supported branch devices including passbook printers, token systems, biometric devices, and barcode scanners.
• Ensured minimal downtime by responding quickly to hardware incidents while maintaining SLA.

B.Tech. in Electrical Engineering – Technocrats Institute of Technology (2017 – 2021)

Higher Secondary – Kendriya Vidyalaya No.3 (2016 – 2017)

Matriculation – Kendriya Vidyalaya SAC (2013 – 2014)