Headline

Logistics | IT Service Desk Support Engineer | Data Analytics | Remote Desktop Support | SQL | ITIL |

About

IT Service Desk Support Engineer with hands-on experience in L1 technical troubleshooting, incident management, and SLA-based customer support across voice, email, and chat channels. Proficient in Windows OS support, user account provisioning, remote desktop assistance, and ticketing system management following ITIL-aligned processes. Demonstrated ability to independently resolve tickets within agreed SLA timelines, perform root cause analysis, escalate complex issues to 2nd and 3rd level teams, and maintain high CSAT through First Call Resolution. Core Technical Skills: - Service Desk Support: L1 Helpdesk, Incident Ticket Management, SLA Compliance, Escalation Management, Root Cause Analysis, First Call Resolution (FCR) - Technical Skills: Windows OS Troubleshooting, Remote Desktop Support, Hardware/Software Diagnostics, Basic Networking, User Account Provisioning - Tools & Systems: Incident Management Systems, Ticketing Tools, MySQL Database Operations, MIS Reporting, Microsoft Office (Excel, Word, PowerPoint) - Soft Skills: Customer Support (Voice, Email, Chat), SOP Adherence, Documentation, Knowledge Base Management, Team Coaching & Training Currently based in Hyderabad, Telangana, and actively seeking opportunities as a Technical Support Engineer, Service Desk Analyst, Help Desk Engineer, or IT Support role.

Location

Hyderabad

Work experience

Logistics Control Tower Executive at Autoplant System India Pvt. Ltd., Apr 2026 - Present · 3 mos, Hyderabad, Telangana, India

Site In-Charge IT Support Service Desk at Capital Business Systems Private Limited (CBSL Group), Oct 2024 - May 2026 · 1 yr 8 mos, Hyderabad, Telangana, India, Delivered L1 technical support to 100+ end users via email and chat, diagnosing and resolving hardware, software, application, and database issues while maintaining SLA compliance and achieving high CSAT scores. Managed the complete incident lifecycle using the Incident Management System — logging, tracking, escalating unresolved issues to 2nd/3rd level IT support teams, and ensuring timely closure with proper documentation. Administered user account provisioning and access management, performed MySQL database operations, and prepared daily/weekly MIS reports to support operational decision-making. Coordinated with internal teams and vendors for hardware/software issue resolution and system maintenance, conducted root cause analysis on recurring incidents, and updated the knowledge base to reduce repeat tickets.

Agent Team Leader Technical Operational Support at Agent Team Leader - Technical Support, Dec 2023 - Jun 2024 · 7 mos, Odisha, India, Resolved technical and operational queries for clients through email and chat support channels, ensuring first-contact resolution and adherence to defined SOPs and quality standards. Managed customer escalations end-to-end — identifying, evaluating, and prioritizing issues, routing them to appropriate teams, and following up until complete resolution within SLA timelines. Handled data management, documentation, and reporting tasks; coached and assisted team members to maintain service quality, process standards, and consistent positive customer experience.

Education

Bachelor of Technology - BTech, Computer Science, Biju Patnaik University of Technology, Odisha

Bachelor of Technology, Computer Science, Kalam Institute of Technology - India