J Ankit
Hyderabad,TG
Summary
Detail-oriented IT Support Professional with 2+ years of experience in technical support, incident resolution, and troubleshooting. Skilled in ticket management, RCA, Customer service, incident and problem management, and process improvement. Experienced in handling user queries, maintaining documentation, and ensuring SLA compliance. Possesses basic data analytics skills, including data cleaning, creating dashboards, excel-based analysis and managed databases. Experienced in recruitment operations including candidate data management, sourcing, screening, and telephonic interviews. Strong analytical, communication, and documentation skills.
Overview
3
3
years of professional experience
Work History
US IT Recruiter
Yochana IT Solutions
09.2025 - Current
- Managed end-to-end US IT recruitment lifecycle including requirement analysis, sourcing, screening, and candidate submission.
- Analysed client job requirements and mapped candidate skills to technical infrastructure roles.
- Maintained and updated candidate databases, ensuring data accuracy, completeness, and compliance with internal processes.
- Conducted telephonic interviews to assess technical skills, communication ability, availability, and cultural fit.
- Delivering exceptional customer service through clear, effective, and timely communication.
- Used ATS tools, job portals (Dice, monster, career builder) and social platforms such as LinkedIn to manage resumes, job postings, and candidate workflows.
Self-Learning / Online Training
03.2025 - 09.2025
- Worked on multiple hands-on projects focused on IT operations and data analytics.
- Designed and maintained Excel and Power BI dashboards for Customer Data Analysis and Medical Data History Analysis.
- Managed datasets, performed data validation, cleaning, and database updates.
Technical Support Analyst L1 Admin
Wipro Ltd
10.2022 - 12.2024
- Delivered technical support to HSBC banking clients, following security, data privacy, and process compliance guidelines.
- Provided Level 1 technical support by troubleshooting software, and application-related issues to ensure minimal downtime.
- Maintained high customer satisfaction by providing clear communication and timely resolution of technical issues.
- Escalated unresolved or critical issues to L2/L3 or relevant resolver teams with proper documentation and impact analysis.
- Logged, tracked, and updated incidents using ticketing tools while adhering to SLA and compliance standards.
- Provided end-user support through inbound and outbound calls, email, and non-voice ticketing systems.
- Supported new user onboarding by configuring initial access, credentials, and basic system setup.
- Performed Windows Active Directory (AD) tasks including password resets, new user password creation, and account management.
- Handled password resets and account unlocks for Mainframe applications, internal tools, and enterprise web applications.
- Used probing and diagnostic questions to accurately identify the root cause of technical issues and deliver effective resolutions.
- Resolved Microsoft Outlook issues such as mailbox access, email sync errors, profile configuration, and OST/PST problems.
Education
Bachelor’s Degree - Computer Applications
Disha College of Management & Technology
01.2022
Skills
- ServiceNow
- Jira
- Windows Support
- MS Office
- Active Directory
- Excel
- Power BI
- SQL
- Python
- Tableau
- ATS (Ceipal)
- Remote Technical Support
- Incident & Problem Management
- SLA & Escalation Handling
- Root Cause Analysis (RCA)
- Customer Service & Stakeholder Communication
- Documentation & Knowledge Base