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Anushka Pruthi

@anushkapruthi

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Experienced IT helpdesk professional focused on application and end-user support.

India

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What I'm looking for

I am seeking a mid-level IT support role where I can own incident resolution, improve KB processes, mentor juniors, and enhance end-user satisfaction in a collaborative environment.

I am an experienced senior helpdesk associate with a strong background in application support, incident management, and knowledge base ownership. I have worked supporting global users via call, chat and email, resolving software, hardware and connectivity issues across Windows, Mac and Citrix environments.

At NTT Data Services I served as an L1.5 technical support specialist, managed the account knowledge base, created and retired KB articles, and administered virtual machines and Active Directory tasks. I also supported Azure and Office 365 applications and handled VPN and network peripheral troubleshooting.

I have trained new hires, provided floor support, and produced a monthly newsletter to improve team communication and process adherence. I earned internal recognition including a Virtual Knowledge Manager certification and a Star Performer award for high CSAT scores.

I bring strong communication, analytical thinking and quick-learning abilities, and I seek opportunities where I can apply my technical support expertise to improve user experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Senior Helpdesk Associate

NTT Data Services

Oct 2020 - Jun 2023 (2 years 8 months)

Provided L1.5 global technical support for hardware and software via call/chat/email, created and managed virtual machines and Active Directory objects, and maintained the account knowledge base to improve resolution consistency.

ServiceNow Active Directory Windows 10 Office 365 VPN Troubleshooting

Software Associate

Capgemini

Jun 2019 - Oct 2020 (1 year 4 months)

Delivered L1 application support using ServiceNow for Royal Bank of Canada employees, resolved VPN and connectivity issues, and handled printer/scanner installations and basic troubleshooting.