Anirudh Gupta A.B.V
Hyderabad ,India
Summary
Results-driven IT Service Desk SME with 5 + years of experience delivering technical support and customer satisfaction in high-pressure environments. Adept in ServiceNow ticket management, Active Directory, Azure IAM, and Microsoft 365. Demonstrated leadership in managing a 15-member support team, with hands-on experience in hardware/software troubleshooting, UAT participation, and client communication. Proven ability to document processes and contribute to Knowledge Base (KB) improvements
Work history
Desktop Admin
Archents IT
07 2025 - Current
- Managing and updating company assets
- Termination and Onboarding of users
- Microsodt O365 Admin
- Device Management
- MDM
Senior Technical Support Engineer
Tech Mahindra
08 2022 - 07 2025
- Devised training programmes for junior support engineers to enhance their skills.
- Resolved complex hardware issues, ensuring smooth operations for clients.
- Documented all technical inquiries and resolutions clearly for future reference.
- Coordinated effectively with cross-functional teams to provide integrated solutions.
- Established consistent communication with clients for better problem resolution.
- Facilitated successful transition during technology migrations through systematic planning and execution.
- Implemented new protocols for ticketing system management to ensure timely responses.
L1 Desktop Support Engineer
Deloitte
02 2022 - 08 2022
- Collaborated with network engineers to resolve connectivity issues swiftly.
- Implemented new software updates to ensure up-to-date systems.
- Enhanced overall user experience by implementing user-friendly interfaces.
- Provided desktop support to staff, ensuring smooth operations.
- Maintained excellent customer relations for effective service delivery.
- Documented all call information, providing valuable data for future reference.
Network Support Associate
CSS Corp Private
10 2021 - 12 2021
- Filed documents, improved data management.
- Generated reports to inform management and aid in senior decision-making.
Technical Support Associate
Tech Mahindra
10 2020 - 10 2021
- Improved overall customer satisfaction by providing prompt and efficient technical support.
- Handled escalated customer complaints, ensured satisfactory resolution obtained.
- Delivered high-quality remote support for clients experiencing hardware problems.
- Diagnosed, rectified, optimal system performance delivered.
- Collaborated effectively with team members to enhance service quality.
- Provided after-hours support on a rotating schedule, continuous assistance assured.
Education
B.B.A -
03/2023 - 03/2026
MPC -
03/2012 - 03/2014
Skills
- End-user training
- Process automation
- Diagnostic software
- Technical issues analysis
- Desktop support
- Troubleshooting proficiency
- Hardware upgrades
- Incident queue management
- Printer support
- ServiceNow
- Application installations
- Time management
Timeline
Desktop Admin - Archents IT
07 2025 - Current
Senior Technical Support Engineer - Tech Mahindra
08 2022 - 07 2025
L1 Desktop Support Engineer - Deloitte
02 2022 - 08 2022
Network Support Associate - CSS Corp Private
10 2021 - 12 2021
Technical Support Associate - Tech Mahindra
10 2020 - 10 2021
Manipal University - B.B.A,
03/2023 - 03/2026
Sri Sai Vidya Vikas Junior College - MPC,
03/2012 - 03/2014
Certification
- ITIL 4 Foundation (2026)
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Entra ID Administration
Overview
1
1
Certificate