M Lokesh

I’m a B.Sc. graduate (2024) building a practical foundation in IT support through hands-on Windows 10/11 troubleshooting, Active Directory password resets, Microsoft 365 support, and ServiceNow ticketing in a simulated lab environment. I approach every issue with clear communication, careful problem-solving, and an SLA-focused mindset.

In my personal Help Desk Ticket Management Simulator, I practiced the full ticket lifecycle in ServiceNow—logging, categorizing (P1–P4), assigning, resolving, and closing. I also created knowledge base articles for common scenarios like password reset, Outlook sync, and VPN connectivity, while applying ITIL concepts such as Incident, Service Request, Problem, and SLA tracking.

Beyond IT lab practice, I bring strong customer handling experience from my previous Lead Generation Executive role. I managed 50+ customer interactions daily via calls and email, maintained 98% data accuracy in CRM, resolved prospect queries, and followed response-time expectations—skills I translate directly into disciplined help desk support.

I’ve completed ITIL 4 Foundation and I’m continuing learning through Microsoft Learn (Windows Troubleshooting Fundamentals) and Networking Basics (Cisco SkillsForAll). I’m ready to join immediately and I’m comfortable with rotational and night shifts, aiming to contribute reliably in an entry-level Service Desk / IT Support / Help Desk role.