Open to opportunities

Ranjeet User

@ranjeetsai

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Experienced IT support professional skilled in global technical assistance.

India

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What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative team environment, and the chance to tackle challenging technical issues.

I am an experienced IT support professional currently working at Yash Technologies, where I provide global L1/L2 support for over 7000 users across 10 countries. My expertise lies in ServiceNow, Active Directory management, VPN, and engineering tools support. I am known for my strong issue ownership, client handling, and knowledge sharing within my team.

In my role as a Senior Technical Consultant, I manage incidents and service requests, ensuring 24/7 coverage and SLA compliance. I take end-to-end ownership of issues, troubleshoot complex problems, and create knowledge base articles to assist in training new team members. My experience includes supporting engineering tools, managing installations, and coordinating with local technicians to ensure smooth operations.

Throughout my career, I have developed a strong foundation in ITIL-based service management processes and have led training for new associates. I am passionate about delivering exceptional support and continuously improving processes to enhance user satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Consultant

Current

Yash Technologies

Jan 2025 - Present (6 months)

Provided global L1/L2 IT support for over 7000 users across 10 countries, managing incidents and service requests via ServiceNow. Supported engineering tools like PTC, PLM, Codebeamer, and Doors, and handled Active Directory tasks including user creation and access management. Led shift handoff meetings and created knowledge base articles.

ServiceNow Active Directory VPN SCCM PTC CodeBeamer DOORS MFA IT Support SLA Management

Service Desk Agent

Fujitsu

Oct 2024 - Nov 2024 (1 month)

Resolved support service requests and troubleshooted technical issues, ensuring prompt and effective solutions for users. Provided support for VPN, Windows 10 systems, and desktop hardware/software, including hardware setup and software installation. Applied ITIL-based service management processes and ticket escalation procedures.

VPN Windows 10 Desktop Support Installation ITIL

Technical Associate

Teleperformance

Aug 2023 - Aug 2024 (1 year)

Served as a senior technical support expert handling L1 issues, specializing in ServiceNow and Smart Assist ticketing tools. Provided support for banking solution users, focusing on VPN troubleshooting, Outlook issues, and printer solutions. Led training for new associates, developing training modules and overseeing team operations.

ServiceNow VPN Troubleshooting Outlook)Printer Solutions L 1 Training Team Leadership

Support Executive

HDFC Life

Mar 2021 - Sep 2022 (1 year 6 months)

Assisted customers by addressing and resolving their queries related to account issues, banking operations, and product services. Provided personalized support to ensure customer satisfaction and maintain positive client relationships. Handled inquiries regarding account transactions, discrepancies, and service requests, ensuring prompt resolution.

Customer Support Account Management Fund Transfers Customer Satisfaction

Support Executive

Kotak Mahindra Bank

Dec 2021 - May 2022 (5 months)

Resolved customer queries related to account issues, transactions, and banking services to ensure customer satisfaction. Built strong relationships with internal teams to address customer concerns effectively and collaborated to resolve complex issues quickly. Guided customers on using banking products like online banking, fund transfers, and account management.

Customer Service Banking Operations Account Management Fund Transfers Customer Satisfaction