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Akanksha Shukla

IT Support with 2+ years of experience | Technical Support, Enterprise, Hardware, Network Application Support | Windows/Linux | ServiceNow | SQL | Advanced Troubleshooting | Improving IT Operations & User Experience

Lucknow

3+ years of work experience

HCLTech
Apr 20251 yr 2 mosPresent

Providing enterprise IT support in a retail-based environment, supporting hundreds of users with time-critical issues. Performed OS installations, configurations, documenting and troubleshooting cases for user systems. Perform LAN and connectivity troubleshooting to resolve device communication and network-related issues using Cisco Meraki. Delivered remote technical support using enterprise support tools like Citrix. Managing high-priority and business-critical incidents, ensuring SLA adherence. Provided technical support to client, specializing in Windows and Linux. Supporting POS, PCs, Peripheral devices. Used basic SQL for PC database-related issues. Reduced incident response time by streamlining resolution processes and prioritization. Assisted with hardware asset tracking, replacements, and user handovers. Maintain detailed and audit-ready documentation in ServiceNow for incidents, changes, and resolutions.
HCLTech
Nov 20231 yr 6 mosApr 2025

GitHub
@ak21shuklaa

Education

SHRI RAMSWAROOP MEMORIAL UNIVERSITY

Bachelor of Computer applications - BCA, Computer Science

SHRI RAMSWAROOP MEMORIAL UNIVERSITY

20203 yrs2023

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Headline

IT Support with 2+ years of experience | Technical Support, Enterprise, Hardware, Network Application Support | Windows/Linux | ServiceNow | SQL | Advanced Troubleshooting | Improving IT Operations & User Experience

About

IT Support Analyst with 2+ years of experience Providing enterprise IT support in a retail-based environment, supporting hundreds of users with time-critical issues. Strong expertise in Windows OS deployment and troubleshooting, endpoint hardware and peripheral support, POS systems, remote technical assistance, and LAN/network basics, with proven ability to take ownership of incidents and support business-critical operations. I enjoy understanding how systems work and improving processes for efficiency and security. I’m now looking to transition into more specialized roles such as, Technical Support II where I can apply my skills while continuing to grow in areas like automation, cloud technologies, and IT process optimization. I’m always open to learning new technologies and expanding my skill set to stay adaptable in the evolving IT landscape.

Location

Lucknow

Work experience

Information Technology Analyst at HCLTech, Apr 2025 - Present · 1 yr 2 mos, Providing enterprise IT support in a retail-based environment, supporting hundreds of users with time-critical issues. Performed OS installations, configurations, documenting and troubleshooting cases for user systems. Perform LAN and connectivity troubleshooting to resolve device communication and network-related issues using Cisco Meraki. Delivered remote technical support using enterprise support tools like Citrix. Managing high-priority and business-critical incidents, ensuring SLA adherence. Provided technical support to client, specializing in Windows and Linux. Supporting POS, PCs, Peripheral devices. Used basic SQL for PC database-related issues. Reduced incident response time by streamlining resolution processes and prioritization. Assisted with hardware asset tracking, replacements, and user handovers. Maintain detailed and audit-ready documentation in ServiceNow for incidents, changes, and resolutions.

Graduate Trainee at HCLTech, Nov 2023 - Apr 2025 · 1 yr 6 mos

Education

Bachelor of Computer applications - BCA, Computer Science, SHRI RAMSWAROOP MEMORIAL UNIVERSITY

Public links

github: https://github.com/ak21shuklaa

Akanksha Shukla - Information Technology Analyst in Lucknow | Tal