Yash Desai

About Yash Desai

I am an IT professional with hands-on experience in technical support, user management, and system administration. Currently working as a Senior Technical Process Executive at Infosys, I provide 24/7 technical support to global users across US, EMEA, and APAC regions. I specialize in troubleshooting hardware, software, network, VPN, and application-related issues, ensuring timely resolution of incidents and service requests.My expertise includes Active Directory, M365 Admin Center, ServiceNow, and SAP Basis administration. I handle user onboarding, offboarding, and access management, ensuring secure and smooth operations. With a background in software development, databases, and cloud tools, I bring a well-rounded technical skill set to every project.I believe in continuous learning, effective communication, and driving service improvements to enhance the overall user experience.

Experience

1. Senior Technical Process Executive

   Infosys

   May 2025 — Present

   Managing user accounts and access permissions using Active Directory and M365 Admin Center.Handling user onboarding and offboarding processes, including account creation, access provisioning, and deactivation.Troubleshooting hardware, software, network, VPN, and application-related issues.Monitoring ServiceNow queues, efficiently assigning and resolving incidents and service requests within SLA targets.Supporting users via remote tools to ensure seamless operations and high-quality service delivery.Documenting resolutions and contributing to knowledge base improvement.Collaborating with cross-functional teams to address root causes and implement service improvement initiatives.Staying updated on tools, processes, and best practices to enhance technical support efficiency.

Education

• Savitribai Phule Pune University

  Bachelor's degree

  2019 — 2022