Open to opportunities

D Jyotheesh Kumar

@djyotheeshkumar

Message

Experienced Service Desk Engineer skilled in desktop support, ServiceNow, and end-user troubleshooting.

India

Message

What I'm looking for

I seek a hands-on IT support role in a collaborative, fast-paced environment where I can resolve user issues, improve processes, and grow technically.

I am a Service Desk professional with hands-on experience supporting global users in enterprise environments, primarily using ServiceNow, Active Directory, and Office 365. I have a BE in Instrumentation Engineering and a background in desktop and remote support.

At IQVIA I supported end users across applications, handled password resets, MFA, BitLocker recovery, Intune, Citrix, and printer installations while coordinating with development and infrastructure teams to identify root causes and deliver fixes.

Previously at Alchemy I provided desktop support, resolved hardware and network issues (LAN/Wi‑Fi), troubleshot Outlook and VPNs, and delivered clear user communication to keep stakeholders informed of incident status and resolutions.

I am a quick learner, detail-oriented team player with strong technical troubleshooting skills and a customer-focused approach, seeking roles where I can continue improving user experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Service Desk Engineer

IQVIA

Apr 2021 - Sep 2025 (4 years 5 months)

Provided global end-user support via email and chat, managing ServiceNow tickets and resolving Office 365, MFA, Intune, Citrix, and Active Directory issues to improve incident resolution and reduce escalations.

ServiceNow Office 365 Active Directory Citrix VPN

Desktop Support Engineer

Alchemy

May 2018 - Mar 2021 (2 years 10 months)

Delivered technical desktop and remote support, resolving hardware, LAN/Wi-Fi, Outlook and VPN issues, and installing applications to maintain high service quality and user communication.

Desktop Support VPN Outlook Installation Remote Support