Ashish Gourishetty
IT Desktop Support Engineer • Mysore, Karnataka, India • a*****************@gmail.com • 917******949 • linkedin.com/•••••
Professional Summary
IT Desktop Support Engineer with 1 year of L1 technical support experience in an enterprise banking environment (Kotak Mahindra Bank client). Proven 95% first-call resolution rate and consistent SLA achievement. Strong practical knowledge of Windows 10/11, Active Directory, Microsoft 365/Exchange, Outlook, ServiceNow, remote support tools (Remote Control Viewer, GoTo Resolve, Microsoft Teams), VPN/network troubleshooting, and Ubuntu Linux administration. Adept at incident management using ITIL practices, creating knowledge-base content, and enforcing endpoint security and configuration standards to minimize downtime and compliance risk.
Technical Skills
Tools and Methodologies: Remote Control Viewer,GoTo Resolve,Microsoft Teams remote assistance
Operating Systems: Windows 10,Windows 11,Windows Server,Ubuntu Linux
Identity and Access Management: Active Directory,Group Policy Management,Account Unlocks and Password Resets,Access Control
Productivity and Collaboration: Microsoft 365,Exchange Online,Outlook,Microsoft Teams
ITSM and Ticketing: ServiceNow,Incident Management,SLA Management,ITIL fundamentals
Networking and Security: VPN troubleshooting,network diagnostics,Cisco troubleshooting,Netskope,Seclore
Hardware and Endpoints: Desktop and laptop troubleshooting,Printer and peripheral setup,Driver installation,Peripheral configuration
Linux Administration: File management,User and permission management,Networking commands,Package management apt
Endpoint Management and Security: Antivirus support,Patch management,Device configuration compliance
Soft Skills: Troubleshooting,Customer service,Technical documentation,Communication
Work Experience
Renovision Automation Services Pvt. Ltd. - Wipro (Client Site)
Mysore, Karnataka
Desktop Support Engineer - L1
April 2025 – Present
Tech Stack: Windows 10, Windows 11, Ubuntu Linux, Active Directory, Group Policy, Microsoft 365, Exchange Online, Outlook, Microsoft Teams, ServiceNow, Remote Control Viewer, GoTo Resolve, Cisco, Netskope, Seclore, VPN, Printers, Driver installation
- Achieved a 95% first-call resolution rate while providing L1 support to Kotak Mahindra Bank users across India, consistently meeting SLA targets and maintaining high customer satisfaction scores using Remote Control Viewer, GoTo Resolve and Microsoft Teams.
- Handled 18+ incidents per day on average, diagnosing and resolving hardware, software and peripheral issues (desktops, laptops, printers) which reduced average ticket resolution time to under 30 minutes and improved end-user productivity.
- Administered Active Directory tasks including password resets, account unlocks, group membership changes and access control adjustments via AD Users & Computers and Group Policy, significantly reducing account-related escalations to higher tiers.
- Resolved Microsoft 365, Outlook and Exchange issues (mailbox setup, calendar access, license assignment, mail flow) using Microsoft 365 Admin and Exchange Admin Center, restoring user mail access and lowering recurring mailbox tickets.
- Performed VPN and basic network diagnostics using Cisco troubleshooting methods, Netskope and Seclore logs to isolate connectivity problems and coordinated with network teams to restore remote access within SLA, minimizing remote worker downtime.
- Documented 100% of incidents and resolutions in ServiceNow and authored knowledge-base articles from recurring incidents, which decreased repeat-ticket volume and ensured device configurations complied with security policies.
Present Renovision Automation Services Pvt. Ltd
Kotak Mahindra Bank
Education
Jyothishmathi Group of Institutions
Bachelor of Technology - Electronics and Communication Engineering • Telangana, India • 2022
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