Headline

Infrastructure Analyst III | IT Service Desk & ITSM | Incident & Operations Management | ServiceNow | Active Directory | 2X Microsoft Certified

About

I am a mid-level IT professional with hands-on experience in Service Desk Operations, Incident Management, and L1 Infrastructure Support across global client environments. Currently working as an Infrastructure Analyst III at DXC Technology, I support enterprise clients across multiple time zones, handling high-priority (P1/P2) incidents, performing initial diagnosis and root cause analysis, and ensuring strict adherence to SLAs and OLAs. My day-to-day responsibilities include incident and request management using ServiceNow, user access and authentication support via Active Directory, Windows OS troubleshooting, and executing basic PowerShell queries. I regularly coordinate with resolver and major incident teams, manage stakeholder communications during outages, and ensure service continuity in high-pressure scenarios. I hold Microsoft Azure Fundamentals (AZ-900) and Microsoft Security, Compliance & Identity Fundamentals (SC-900) certifications, and I am trained as a Kaizen Champion, with a strong focus on process adherence and continuous improvement. I am particularly interested in roles related to IT Service Desk, Infrastructure Support, IT Operations, and Global Support Functions, where reliability, communication, and operational discipline are critical.

Location

Tripura

Work experience

Infrastructure Analyst at DXC Technology, Feb 2025 - Present · 1 yr 5 mos, Bengaluru, Karnataka, India, Client: Norske Skog – Global Service Desk Delivered L1 Service Desk support via calls and emails for users across Central European and Australo-Asian time zones Logged, tracked, and managed incidents and service requests using ServiceNow, ensuring compliance with SLAs and OLAs Performed initial diagnosis and root cause analysis for technical issues related to Windows OS, user access, and authentication Resolved incidents involving password resets, account unlocks, basic system troubleshooting, and access issues using Active Directory Utilized Windows PowerShell queries for user and system-level checks Actively handled P1 and P2 incidents, ensuring timely escalation and resolution Coordinated with HPIM and resolver teams during outages and critical incidents Sent regular incident notifications, status updates, and resolution communications to stakeholders Client: Omron – Swivel Desk Support Acted as a coordination point between multiple support teams for incident routing and resolution Created and managed incidents and standard/normal changes in ServiceNow Provided email-based support and ensured process compliance Maintained SLA discipline while handling concurrent tickets Client: Jimmy Choo – Leverage Support Provided on-call support across multiple time zones during staff shortages Assisted in handling inbound service desk calls and ticket backlogs Ensured uninterrupted service continuity during peak workloads

Caregiving at Career Break, Jul 2023 - Feb 2025 · 1 yr 8 mos, Tripura, India

Programming Analyst at Cognizant, Dec 2021 - Jun 2023 · 1 yr 7 mos, Bangalore Urban, Karnataka, India, Worked as part of an enterprise support team providing application and infrastructure assistance Handled incident and service request management following ITIL-aligned processes Performed L1/L1.5 troubleshooting for application access, system errors, and user-related issues Documented incidents, resolutions, and standard operating procedures (SOPs) Collaborated with L2/L3 teams for escalations and permanent fixes Maintained clear communication with end users to ensure timely issue resolution and satisfaction

Social Media Handler at SDPO Arambagh, Oct 2020 - Nov 2021 · 1 yr 2 mos, West Bengal, India, Wrote press releases and media advisories that increased social media engagement. Analyzed media coverage and social media analytics to measure the success of campaigns and adjust strategies accordingly.

Education

B.Tech., Computer Science Engineering., University Of Engineering and Management, Kolkata.