Helping teams stay online, secure & productive.
I'm Ram Jadhav (Pune, IN) — 2+ years in L1 support (ServiceNow, AD, O365). Recently supported a client project for CareerInsiderKick.com.
Work Experience
Associate Operations
Company: WNS
Duration: Dec 2023 - Present
Location: Pune, Maharashtra, India
Role: 1+ yrs 9 mos
Responsibilities:
- Delivered L1 IT technical support (hardware, software, networking, OS issues).
- Managed tickets via ServiceNow & RAVE, maintaining SLA compliance.
- Assisted users with password resets, account issues, printer configuration.
- Performed Windows patch updates, system monitoring & log reviews.
- Collaborated with Tier 2/3 teams for complex escalations.
Key Result: Maintained 98% first-contact resolution rate for 12+ months, reduced escalations by 30%.
Freelance Project – CareerInsiderKick.com
Client: CareerInsiderKick (Career guidance & training platform)
Duration: Jan 2024 - Mar 2024
Role: Freelance IT Support & Website Assistance
Responsibilities:
- Configured domain & email setup (Office 365 & Google Workspace).
- Resolved user login & access issues for 20+ users.
- Performed website uptime monitoring & basic security patching.
- Created SOPs & FAQs that reduced repetitive queries by 25%.
- Delivered training & presentation for client team on IT workflows.
Key Result: Achieved 100% client satisfaction, ensured website operations remained smooth and secure.
IT Support Internship
Company: BDO LLP
Duration: Mar 2022 - Jul 2022
Role: IT Support Trainee
Responsibilities:
- Assisted in desktop & printer troubleshooting.
- Supported software installation & system performance monitoring.
- Provided basic user support to internal staff.
Key Result: Contributed to 100+ IT support cases successfully resolved during internship.
Skills & Tools
ServiceNow Workflow Expertise
With extensive experience in ServiceNow, I've managed and optimized IT service management workflows to improve efficiency and user satisfaction.
Incident Management
Streamlined ticket creation, assignment, and resolution processes, reducing resolution time by 30%.
Service Catalog Management
Designed and implemented user-friendly service catalog items for common IT requests.
Knowledge Management
Created comprehensive knowledge base articles that deflected 25% of common queries.
Reporting & Analytics
Developed custom reports and dashboards to track KPIs and service performance metrics.
Education
North Maharashtra University
Degree: Bachelor of Commerce - B.Com Accounting and Finance
Duration: Apr 2017 - Aug 2021
Grade: A
Certifications
ITIL Foundation Certificate in IT Service Management
Issued by: PeopleCert
Effective: 11 Aug 2025
Renew by: 11 Aug 2028
Certificate No: GR671801238PP
Microsoft 365 Fundamentals
Issued by: Microsoft
Status: In Progress
Expected Completion: Dec 2024
IT Support Specialist
Issued by: WNS Global Services
Achievement: Excellence in IT Support
Date: 2024
Client Testimonials
Get In Touch
I'm currently available for freelance work and full-time opportunities. If you have a project that you want to get started or think you need my help with something, then get in touch.
Location
Pune, India