SHIVAM GUPTA
Colchester,United Kingdom
Summary
IT Support professional with extensive experience in first-line and second-line support within service desk environments. Strong background in incident, request, and change management, supporting end users across Windows 10/11, macOS, and Active Directory. Proficient in Microsoft 365 applications and ServiceNow for effective ticket management and SLA-driven issue resolution. Hands-on experience with SCCM and Microsoft Intune to support software deployment, device configuration, and endpoint management. Solid understanding of network fundamentals to troubleshoot connectivity and end-user computing issues.
Brings a practical, user-focused approach to IT support, with experience collaborating across teams to improve service delivery and operational efficiency. Seeking an IT Support or Service Desk role where strong troubleshooting, communication, and service management skills can be applied in a UK-based organisation.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Business Process Lead
Tata Consultancy Services Limited
New Delhi, India
10.2021 - 01.2026
- Supported IT service delivery within ITIL v4 frameworks, ensuring consistent handling of incidents, service requests, and changes
- Acted as liaison between business stakeholders and technical teams to resolve service-related issues
- Monitored service performance metrics and supported continuous improvement initiatives
- Ensured adherence to defined processes, SLAs, and service quality standards
- Provided guidance and mentoring to team members on ITIL-aligned service operations
Senior Analyst (IT Support)
HCL Technologies
, India
09.2018 - 10.2021
- Delivered second-line IT support to 300+ enterprise users across Windows and macOS environments.
- Resolved 25–40 incidents per day via remote support, addressing operating system issues, VPN access problems, and Citrix connectivity.
- Supported field engineers with device-level troubleshooting and application support, reducing repeat incidents and escalations.
- Deployed software packages, patches, antivirus updates, and system configurations using SCCM, supporting secure and standardised endpoints.
- Logged, tracked, and resolved incidents using IT service management tools, consistently meeting SLA and response-time targets.
IT Operation Associate
Accenture Solutions Pvt. Ltd.
, India
07.2017 - 08.2018
- Provided first-line IT support for business users across organisational applications
- Recorded, classified, and resolved incidents in line with SLA commitments
- Managed user access rights and account configurations
- Supported VPN configuration and troubleshooting for remote users
- Escalated unresolved issues with clear documentation
Process Associate (Technical Support)
Genpact India Pvt. Ltd.
, India
04.2016 - 07.2017
- Delivered technical assistance to end users for application and system-related issues
- Maintained accurate service records within internal systems
- Performed quality checks to ensure data accuracy and compliance
- Generated operational reports and service metrics
Education
Master of Business Administration - Business Administration
University of Essex
United Kingdom Sept 2024 - Oct 2025
B.Tech - Petroleum Engineering
JNTU Kakinada
India Jul 2011 - Jul 2015
Skills
- IT Support and Service Desk Operations
- Incident, Request, and Change Management
- Windows 10 and 11, macOS
- Active Directory User and Group Management
- Microsoft 365 (Outlook, Teams, SharePoint)
- ServiceNow
- SCCM and Microsoft Intune
- Remote Support (TeamViewer, LogMeIn)
- VPN and Citrix Support
- Network Fundamentals (DNS, DHCP, TCP/IP)
- End User Computing
Certification
- ITIL V4 Foundation Certificate in IT Service Management
- Microsoft Certified Azure Fundamentals
- AWS Certified Cloud Practitioner
ADDITIONAL INFORMATION
- Eligible to work in the United Kingdom (Graduate Visa)
- Comfortable with shift-based and on-site IT support roles
- Strong communication skills with technical and non-technical users
References
References available upon request.
Timeline
Master of Business Administration - Business Administration
University of Essex
Sept 2024 - Oct 2025
Business Process Lead
Tata Consultancy Services Limited
10.2021 - 01.2026
Senior Analyst (IT Support)
HCL Technologies
09.2018 - 10.2021
IT Operation Associate
Accenture Solutions Pvt. Ltd.
07.2017 - 08.2018
Process Associate (Technical Support)
Genpact India Pvt. Ltd.
04.2016 - 07.2017
B.Tech - Petroleum Engineering
JNTU Kakinada
Jul 2011 - Jul 2015