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GAURAV SHUKLA

Platform Specialist | Enterprise Platform Support | ServiceNow | Microsoft 365 | Entra ID (Azure AD) | Workfront | ITIL | Google | IT Support | Workspace | 5+ Years

Gurugram

6+ years of work experience

Publicis Groupe
Jan 20267 mosPresent

Bengaluru

As a Platform Specialist, I provide end-to-end support for enterprise platforms used by global teams, ensuring seamless operations, secure access management, and efficient workflow execution. I collaborate with cross-functional teams to resolve incidents, manage service requests, and enhance platform performance while maintaining high service quality and SLA compliance. Key Responsibilities: • Manage incidents, service requests, and platform-related issues through ServiceNow. • Support enterprise platforms including Workfront, Kenvue, CPO, PBO, and MARS. • Administer user lifecycle management, access provisioning, RBAC, and permissions. • Troubleshoot application, platform, and workflow issues while performing root cause analysis. • Collaborate with engineering, production, and business stakeholders to deliver operational excellence. • Ensure adherence to ITIL best practices, security policies, and governance standards. • Maintain knowledge documentation and support continuous process improvement initiatives. • Deliver exceptional end-user support while optimizing platform availability and user experience. Core Technologies: ServiceNow | Microsoft 365 | Microsoft Entra ID (Azure AD) | Workfront | PBO | CPO | Konfig | MARS | Application Support | ITIL | IAM
Infinite Computer Solutions
Apr 20232 yrs 5 mosAug 2025

Gurugram

• Operating Systems: Manage installation, configuration, and troubleshooting of Mac and Windows OS, ensuring seamless cross-platform integration. • Mobile Device Management (MDM): Configure and manage mobile devices using MDM tools like Jamf to enforce security policies and optimize functionality. • Networking: Diagnose and resolve network connectivity issues across local and remote environments, with a fundamental understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi. • Google Workspace Administration: Manage user accounts, permissions, and troubleshooting within Google Admin Console, ensuring efficient use of Gmail, Google Drive, Google Docs, and Google Meet. • Slack Workspace Administration: Created and maintained Slack channels, establishing structured communication for departments, projects, and incident management. • OneLogin Administration: Integration of Application, Access management managing MFA. • Audio-Video (A/V) Support: Maintain and troubleshoot A/V equipment, including microphones, cameras, projectors, and video conferencing tools used in meeting rooms. • Asset Management: Track and maintain IT assets using platforms like Snipe-IT, handling inventory management and procurement processes. • End-User Support: Provide prompt and professional IT support to users, leveraging remote troubleshooting tools like JAMF Assist and AnyDesk to resolve technical issues efficiently. • IT Security Compliance: Implement security best practices, including encryption, endpoint protection, and policy enforcement for both desktop and mobile environments. • Technical Documentation: Develop and maintain comprehensive IT documentation, including troubleshooting guides and standard operating procedures, to support knowledge sharing and process improvement.
Mobile Premier League (MPL)
Feb 20212 yrs 3 mosApr 2023

India

• Managed installation, configuration, and troubleshooting of Mac and Windows OS for seamless cross-platform integration. • Configured and managed mobile devices using MDM tools like Jamf to enforce security policies and optimize functionality. • Diagnosed and resolved network connectivity issues across local and remote environments, with a fundamental understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
Iris Global Services
Nov 20181 yr 8 mosJun 2020

New Delhi, Delhi, India

• Managed end user desktop issues and hardware/software troubleshooting, ensuring smooth operations. • Installed OS & software, monitored LAN connections, and supported inter-organization communication. • Coordinated with vendors for server, firewall, and ISP-related issues at Iris Global Services. • Provided end user and remote support for email configuration and hardware/software troubleshooting.

Education

Jetking

JCHNE, Computer Hardware and Network Engineering

Jetking

20181 yr2019

Bachelor of Arts - BA, Military Science and Operational Studies

MGKV, Varanasi

20163 yrs2019

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Headline

Platform Specialist | Enterprise Platform Support | ServiceNow | Microsoft 365 | Entra ID (Azure AD) | Workfront | ITIL | Google | IT Support | Workspace | 5+ Years

About

Platform Specialist with 5+ years of experience supporting enterprise platforms, IT service management, and end-user operations. Experienced in resolving complex platform issues, managing user access, supporting global business applications, and ensuring high service availability. Skilled in ServiceNow, Microsoft 365, Microsoft Entra ID (Azure AD), Google Workspace, Workfront, ITIL processes, incident management, and application support. Passionate about improving operational efficiency and delivering exceptional user experiences through technology. Core Skills: Platform Support • Application Support • ServiceNow • Microsoft 365 • Microsoft Entra ID • ITSM • Workfront • IAM • Google Workspace • ITIL

Location

Gurugram

Work experience

Platform Specialist at Publicis Groupe, Jan 2026 - Present · 7 mos, Bengaluru, As a Platform Specialist, I provide end-to-end support for enterprise platforms used by global teams, ensuring seamless operations, secure access management, and efficient workflow execution. I collaborate with cross-functional teams to resolve incidents, manage service requests, and enhance platform performance while maintaining high service quality and SLA compliance. Key Responsibilities: • Manage incidents, service requests, and platform-related issues through ServiceNow. • Support enterprise platforms including Workfront, Kenvue, CPO, PBO, and MARS. • Administer user lifecycle management, access provisioning, RBAC, and permissions. • Troubleshoot application, platform, and workflow issues while performing root cause analysis. • Collaborate with engineering, production, and business stakeholders to deliver operational excellence. • Ensure adherence to ITIL best practices, security policies, and governance standards. • Maintain knowledge documentation and support continuous process improvement initiatives. • Deliver exceptional end-user support while optimizing platform availability and user experience. Core Technologies: ServiceNow | Microsoft 365 | Microsoft Entra ID (Azure AD) | Workfront | PBO | CPO | Konfig | MARS | Application Support | ITIL | IAM

Senior Support Engineer at Infinite Computer Solutions, Apr 2023 - Aug 2025 · 2 yrs 5 mos, Gurugram, • Operating Systems: Manage installation, configuration, and troubleshooting of Mac and Windows OS, ensuring seamless cross-platform integration. • Mobile Device Management (MDM): Configure and manage mobile devices using MDM tools like Jamf to enforce security policies and optimize functionality. • Networking: Diagnose and resolve network connectivity issues across local and remote environments, with a fundamental understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi. • Google Workspace Administration: Manage user accounts, permissions, and troubleshooting within Google Admin Console, ensuring efficient use of Gmail, Google Drive, Google Docs, and Google Meet. • Slack Workspace Administration: Created and maintained Slack channels, establishing structured communication for departments, projects, and incident management. • OneLogin Administration: Integration of Application, Access management managing MFA. • Audio-Video (A/V) Support: Maintain and troubleshoot A/V equipment, including microphones, cameras, projectors, and video conferencing tools used in meeting rooms. • Asset Management: Track and maintain IT assets using platforms like Snipe-IT, handling inventory management and procurement processes. • End-User Support: Provide prompt and professional IT support to users, leveraging remote troubleshooting tools like JAMF Assist and AnyDesk to resolve technical issues efficiently. • IT Security Compliance: Implement security best practices, including encryption, endpoint protection, and policy enforcement for both desktop and mobile environments. • Technical Documentation: Develop and maintain comprehensive IT documentation, including troubleshooting guides and standard operating procedures, to support knowledge sharing and process improvement.

Information Technology Engineer-L2 at Mobile Premier League (MPL), Feb 2021 - Apr 2023 · 2 yrs 3 mos, India, • Managed installation, configuration, and troubleshooting of Mac and Windows OS for seamless cross-platform integration. • Configured and managed mobile devices using MDM tools like Jamf to enforce security policies and optimize functionality. • Diagnosed and resolved network connectivity issues across local and remote environments, with a fundamental understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

Information Technology Engineer at Iris Global Services, Nov 2018 - Jun 2020 · 1 yr 8 mos, New Delhi, Delhi, India, • Managed end user desktop issues and hardware/software troubleshooting, ensuring smooth operations. • Installed OS & software, monitored LAN connections, and supported inter-organization communication. • Coordinated with vendors for server, firewall, and ISP-related issues at Iris Global Services. • Provided end user and remote support for email configuration and hardware/software troubleshooting.

Education

JCHNE, Computer Hardware and Network Engineering, Jetking

Bachelor of Arts - BA, Military Science and Operational Studies, MGKV, Varanasi