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Prateek Yadav

@prateekyadav4

L2 desktop support specialist at SVN Systech India supporting 2,000+ North Zone users and maintaining 95%+ SLA compliance.

India

Message

At SVN Systech India Pvt. Ltd., I handle L1/L2 support for North Zone operations, including VIP executives and senior management. I support 2,000+ end-users and drive incidents through ServiceNow while keeping SLA compliance within target.

Previously, I provided desktop support for VIP and enterprise users at CMS IT Services, V-Serve Infosystem, Candid Software Pvt. Ltd., and NIIT Faridabad. My work has included Windows and macOS troubleshooting, Active Directory administration, system imaging, VPN configuration, and IT asset tracking.

Experience

Work history, roles, and key accomplishments

Current

L2 Desktop Support / VIP & EUC Specialist

Current

SVN Systech India Pvt. Ltd.

Dec 2025 - Present (11 months)

Handles IT support for the North Zone (NCR, UP, Haryana) including 2,000+ end-users, VIP executives, and senior management. Resolves L1/L2 escalations, drives incidents through ServiceNow, and configures corporate VPN and security policies.

Windows MacOS ServiceNow Active Directory VPN Endpoint Security Incident Management SLA Compliance Remote Support

Desktop Support Engineer (VIP & EUC Specialist)

CMS IT Services

Mar 2023 - Nov 2025 (2 years 8 months)

Provided L1/L2 support for 200+ users including C-suite and VIP leadership. Handled endpoint hardware and software deployment, network connectivity issues, and system migrations, while tracking incidents in ServiceNow.

Windows MacOS ServiceNow VPN Endpoint Security Incident Management SLA Compliance Remote Support

Desktop Support Engineer

V-Serve Infosystem

Aug 2021 - Feb 2023 (1 year 6 months)

Provided on-site and remote support for desktops, laptops, and networks with a 95% First-Call Resolution rate. Fixed domain join errors, OS faults, Active Directory permission issues, and VPN connectivity problems.

Active Directory VPN Troubleshooting IT Asset Management Antivirus Remote Support

Desktop Support Engineer

Candid Software Pvt. Ltd.

Jan 2020 - Jul 2021 (1 year 6 months)

Imaged and staged systems, installed operating systems, and deployed applications for corporate onboarding. Troubleshot LAN and WAN faults and configured Microsoft 365 profiles and Outlook email clients.

System Imaging Microsoft 365 Outlook LAN WAN Troubleshooting Application Deployment

IT Support Engineer

NIIT Faridabad

Jan 2019 - Dec 2019 (11 months)

Managed Active Directory accounts, groups, and permissions for onboarding and offboarding workflows. Ran hardware diagnostics, troubleshot workstations, and maintained network printers.

Active Directory Hardware Diagnostics Troubleshooting Network Printer