Headline

Service Desk L1 | IT Support | ServiceNow | Active Directory | Microsoft 365 | Outlook | Azure | Intune | SharePoint | ITIL | Cybersecurity

About

IT Service Desk Analyst with experience supporting enterprise environments and working with identity, access management, endpoint administration, incident management, and security-related tickets. Currently supporting the FedEx Freight environment through Accenture via Primus Global Solutions, where I work with ServiceNow, Active Directory, SailPoint, Microsoft Entra ID, Microsoft Intune, SharePoint, and Splunk. My responsibilities include user provisioning and deprovisioning, access management, authentication troubleshooting, account lockouts, security-event investigation, incident triage, and escalation. I am actively transitioning into Security Operations / SOC Analyst L1 roles and developing hands-on skills in SIEM monitoring, log analysis, security event investigation, incident response, phishing analysis, Windows Event Logs, and threat detection through TryHackMe SOC Level 1 training and CompTIA Security+ preparation.

Location

Bengaluru

AI stack

gemini

ChatGPT

Microsoft Copilot

Work experience

Service Desk Analyst at PRIMUS Global Technologies Pvt Ltd, Apr 2026 - Sep 2026 · 6 mos, Bengaluru, Karnataka, India, • Provided L1/L2 technical support for enterprise users across the FedEx Freight environment. • Managed incidents, service requests, and security-related tickets through ServiceNow while maintaining SLA compliance. • Performed user provisioning, deprovisioning, access modifications, and account management using Active Directory, SailPoint, and Microsoft Entra ID. • Investigated authentication failures, account lockouts, password issues and access-related incidents. • Supported Identity and Access Management (IAM) processes to ensure secure access control and compliance requirements. • Assisted in security incident triage and escalation to relevant teams when suspicious activities were identified • Supported Microsoft Entra ID administration, user lifecycle management. • Assisted users with SharePoint access requests, permissions management and collaboration issues. • Conducted root cause analysis for recurring incidents and implemented preventive actions. • Collaborated with infrastructure, network, and security teams to resolve complex technical issues

Business Associate - Technical Support at Altruist Technologies Pvt. Ltd., May 2025 - Dec 2025 · 8 mos, Bengaluru, Karnataka, India, • Delivered support to 30+ merchants daily for Razorpay POS devices and payment failures • Troubleshot device syncing issues, Android POS crashes, Bluetooth/WiFi connectivity problems, and software bugs. • Provided remote assistance and step-by-step issue resolution over call, email, and chat. • Logged and managed tickets using Freshdesk and Razorpay's internal CRM • Ensured high customer satisfaction during high-volume periods. • Escalated unresolved issues and documented resolutions into internal knowledge base.

Education

Bachelor of Engineering - BE, Mechanical Engineering, Bheemanna Khandre Institute of Technology, Bhalki