Ashish Kumar

• Led IT Operations and Service Delivery, ensuring 24/7 availability of critical business applications, servers, and infrastructure.
• Managed Incident Management (P1/P2) and Problem Management processes, driving cross-functional resolution, and conducting Root Cause Analysis (RCA) to reduce recurring issues.
• Optimized ITIL-based workflows (Incident, Change, Problem, and Service Request Management) to improve SLA compliance and reduce resolution time.
• Utilized ServiceNow and other ticketing tools to track, escalate, and resolve issues, consistently meeting SLA/KPI targets.
• Implemented automation scripts, proactive monitoring, and alerting solutions, reducing manual intervention, and enhancing system uptimes.
• Led and mentored a Tier 2 support team based in India, improving team performance, and ensuring SLA adherence.
• Collaborated with cross-functional application teams to simplify processes and drive Shift Left initiatives, resulting in increased efficiency and faster issue resolution.
• Created and maintained a knowledge base, SOPs, and runbooks to standardize support practices and improve team efficiency.
• Mentored and coached junior analysts, building technical expertise, and promoting a continuous improvement culture.

• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Configured hardware, devices and software to set up work stations for employees.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular
• Provided Tier 1.5 support on Active Directory ( Access modification, Creation and account modification)
• Experience on On boarding and Off Boarding with knowledge of Success Factors
• Offered troubleshooting of VPN issues like Palo Alto and Cisco Any connect.
• Configured and assisted end users with Multi Factor Authentication.
• Assisted users with Citrix access and issues related to Citrix.
• Solved functional and technical issues related to SAP. Helped users with SAP password reset, application installation, SAP printer related issues and new SAP roles/transaction access.
• Worked on Office 365 administration , knowledge and experience on handling Distribution list, Shared Mailbox and user mailbox related issues/requests.
• Provided mobility support through Workspace One administrative console

Technical expertise:

• Active Directory user administration
• Office 365 and Azure AD administration.
• SAP and Success Factors.
• Hardware and Software Troubleshooting
• Citrix administration.
• Network connectivity
• CISCO administration
• Mobility - Workspace One administration

• Solutioning client specific operating procedures and creating knowledge repository for project resulting in high customer satisfaction rate
• Governing Project level S.L.As and K.P.Is
• Scheduling team’s roster to ensure 24/7 coverage
• Specific expertise in Team management and was acting Team lead in absence of core management members
• Training new associates, conducting assessments rolling out monthly Process Knowledge Tests (PKTs)
• Performing frequent quality assurance checks in team
• Partnered with Tier II and Tier III teams based out of US and India to resolve complex issues that required urgent escalation
• Experienced in Microsoft O365 i.e. Exchange, SharePoint and Microsoft Teams
• Installation and Configuration of Network printers & Scanners
• Successfully tested and implemented business continuity plan (BCP) for all projects handled
• Chairing team huddles to share process level updates
• Providing on-call support for any outages or critical issues
• Participating and leading weekly, monthly, quarterly and yearly business reviews
• Creating PowerPoint presentations and discussing team’s performance with customers/stakeholders
• Analyzing raw data to identify errors and to apply permanent fix

Technical expertise:

• Working on User Access Management Systems like Active Directory i.e., creation of news users, assigning roles, restricting access permissions, etc.,
• Running Antivirus Security patches on client machines, updating security from Backend & frontend
• Installation of multiple versions of Windows Operating Systems
• Working on Cisco AnyConnect VPN applications, administering VPN profiles and Secure Tokens
• Administering Windows and Citrix profiles to use on Virtual Machines
• Basic knowledge on Microsoft Exchange, specialized in Outlook profile creation and troubleshooting
• Troubleshooting Windows based licensed applications like JAVA, Bit-locker, MS Office, etc.,
• Network troubleshooting both NIC and Wi-Fi
• CRM tools: SNOW and BMC Remedy ITSM. Specialized in KB writing, scripting and running reports to extract raw data of Incidents and REQs to MS-Excel for analysis purposes

• Worked as Technical Helpdesk Analyst for Voice Based Service Desk
• Partnered with Tier II and Tier III help desk peers based in US and India to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolution
• Performed diagnostics and troubleshooting of system issues, documents help desk tickets/resolutions
• Resolved system, hardware and telephone issues within defined SLA, improving efficiency among all departments