Neelesh Neel Soni

About Neelesh Neel Soni

In the ever-evolving world of technology, I’ve found my niche in providing efficient IT support that makes a real difference. With a degree in Electronics & Telecommunication from Dr. A.P.J. Abdul Kalam Technical University, I’ve built a solid foundation that blends technical know-how with hands-on experience. Over the years, I’ve had the pleasure of working with amazing teams at reputable organizations like NAB, Tech Mahindra, and Wipro. Each role has taught me something new about managing tech challenges and supporting users effectively.Currently at NAB as a Service Desk Analyst, I’m proud to say I’ve achieved 98% SLA adherence while delivering both L1 and L2 support through ServiceNow and Azure Virtual Desktop. This commitment not only improves user satisfaction but also fosters an environment where issues are resolved quickly and efficiently. One of my biggest wins has been reducing ticket resolution time by 30%, which allows our team to focus on more complex problems while keeping our users happy.Before NAB, I spent time at Tech Mahindra and Wipro honing my skills in incident management and troubleshooting. Maintaining consistent SLA compliance across these roles helped me develop a keen eye for detail and an appreciation for the importance of meeting client expectations—something I strive to uphold in every interaction. My early career as an MIS Data Account Executive also laid the groundwork for data-driven decision-making—I managed over 100K+ data points with 99% accuracy which was crucial for informed reporting.When I\'m not navigating tech challenges at work, I enjoy diving into personal projects that expand my understanding of emerging technologies. Whether it\'s exploring new software solutions or contributing to community initiatives focused on digital literacy, I\'m passionate about using technology to enrich lives.I\'m always eager to connect with fellow professionals or anyone interested in discussing IT strategies or technological advancements! Feel free to reach out via email if you’d like to chat about improving technical support processes or anything else tech-related.Skills- Microsoft Intune- Azure AD- ServiceNow- Incident Management- Technical Support- Remote Desktop Support

Experience

1. Service Desk Analyst

   NAB

   Jun 2023 — Present · Gurugram, IN

   Improved Incident Resolution & SLA Compliance- Achieved 98% SLA adherence, ensuring prompt L1/L2 support requests resolution via ServiceNow and Azure Virtual Desktop- Reduced ticket resolution time by 30%, enhancing user experience through efficient VPN troubleshooting (Zscaler, Global Protect) and remote desktop support. Strengthened Access & Security Management- Managed 500+ user access requests monthly, ensuring compliance with Azure AD policies and enterprise apps like Siebel- Streamlined password resets, BitLocker recovery, and group policy updates, reducing security-related incidents by 25%. Optimized IT Support & Collaboration- Collaborated cross-functionally to resolve 85% of complex technical issues without escalation, improving service efficiency- Spearheaded process improvements, cutting resolution delays by 40%, leading to enhanced customer satisfaction and operational efficiencyProvided L1/L2 technical support using Azure Virtual Desktop and Active Directory, ensuring strong SLA-aligned service delivery.Resolved technical issues via ServiceNow by applying ITIL practices and maintaining high service standards and consistency.Troubleshoot VPN, remote desktop, and GPO issues, ensuring seamless remote access and secure endpoint management.Managed enterprise app access issues and collaborated cross-functionally to improve documentation and technical mentoring outcomes.

Education

• SR Group of Institutions

  B.TECH, Electrical, Electronics and Communications Engineering

• Modern Public School (MPS)

  High School, Basic Subjects

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

  Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering

• Mahatma Hansraj Modern School (MHMS)

  12th (Science)