Er. Ankur Jaiswal

About Er. Ankur Jaiswal

IT Support Specialist | Google Workspace Admin | Incident Manager | Team Lead I am a results-driven IT consultant with 6.5+ years of experience in IT support, Google Workspace administration, and incident management, delivering high-quality solutions for global clients across aviation, consulting, and telecom. Skilled in end-to-end IT operations, SLA compliance, and major incident resolution, I combine strong technical expertise with leadership skills to enhance service delivery and user satisfaction. Core Expertise: Google Workspace Administration (Admin Console, DNS, Data Migration, Security & Compliance) ITSM & Incident Management (ServiceNow, Jira, Zendesk, BMC Remedy, Salesforce CRM) System Monitoring (Grafana, OLTP/ODS Metrics) & Remote IT Support Active Directory (User/Group Management, Policies, Access Control) AI Integration (ChatGPT & Microsoft Co-pilot) for workflow automation & efficiency Team Leadership, Escalation Handling, Training & Mentoring Career Highlights Improved ticket resolution time by 20% at PwC, achieving top CSAT scores in a 50-member team Promoted to Team Lead at Infosys within 9 months, leading 10+ members to resolve complex Google Workspace queries for global clients Recognized at OPPO for reducing customer wait times by 30% and awarded for top performance at Tech Mahindra Ensured 98% SLA compliance at IndiGo (IGT Solutions) by managing critical P1–P4 incidents, mentoring L1 staff, and driving major incident bridge calls Education & Certifications MBA (IT & HR), B.Tech (CSE) – AKTU Certified in Google Workspace Administration, ITIL V4, ChatGPT & AI Tools, Microsoft Copilot Open to New Opportunities I thrive in fast-paced, 24/7 IT environments and excel in bridging technology, teams, and clients. Let’s connect if you are looking for an IT support, incident management, or Google Workspace expert who can deliver results, lead teams, and ensure operational excellence.#ITSupport #GoogleWorkspace #IncidentManagement #ITSM #ServiceNow #TeamLeadership #AIIntegration #SLA #CSAT

Experience

1. Consultant - Client

   IGT Solutions

   Apr 2024 — Present · Gurugram, IN

   Handled high-priority (P1–P4) and VIP tickets for IndiGo’s Passenger Service System (PSS) via ServiceNow, ensuring 98% SLA compliance🤝 Collaborated with internal teams on Navitaire incident resolution and led major incident bridge calls Managed planned activities (system upgrades, patches, changes) to minimize downtimes, app malfunctions, and device failures; escalated complex issues to Level 3 support‍ Mentored and trained 10+ L1 staff, improving ticket resolution accuracy by 15% and reducing rerouting errors by 10% through enhanced incident analysis and prioritisation. Monitored system performance 24/7 using Grafana, analyzing OLTP/ODS metrics to detect anomalies, reduce downtime by 20%, and maintain stability across Skyspeed, GoNow, and Navitaire🤖 Leveraged AI tools to accelerate issue resolution, deliver rapid responses, and achieve precise, impactful results for improved operational efficiency🧑‍ Collaborated with L3 support for escalated incidents, provided L1 updates, and assisted end-users remotely with account, application, and system issues; documented solutions for knowledge sharing Directed team operations by managing schedules, shift rotations, escalations, and performance evaluations Prepared daily reports on incidents, Grafana insights, and ticket routing activities to ensure transparency and continuous improvement

Education

• Dr. A.P.J. Abdul Kalam Technical University

  BTech - Bachelor of Technology

  2014 — 2018

• Dr. A.P.J. Abdul Kalam Technical University (AKTU), Lucknow

  Master of Business Administration - MBA

  2022 — 2024