PREETHAM LONDE
Mysore,India
Summary
System Engineer with a strong passion for mastering Amazon Web Services and advancing into cloud technologies. Backed by multiple AWS certifications and hands‑on cloud fundamentals, I am committed to developing deep cloud expertise and transitioning into cloud‑driven roles.
Bringing 4+ years of enterprise IT experience at Tata Consultancy Services (TCS), with proven skills in Incident Management, L1/L2 support, and IT operations aligned with ITIL best practices. Experienced in managing workflows through ServiceNow (SNOW), performing identity and access administration in Azure Active Directory, and executing first‑level triage for SAP HANA S/4. Recognized for analytical problem‑solving, customer‑centric communication, and consistent achievement of SLA and service quality goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
System Engineer
Tata Consultancy Services
04.2022 - Current
- Delivered L1/L2 technical support for enterprise users, resolving incidents related to applications, endpoints, network access, and user accounts.
- Managed the full lifecycle of Incident Management following ITIL standards, including ticket triage, prioritization, escalation, and SLA compliance.
- Handled daily operations in ServiceNow (SNOW) for Incident, Service Request, Problem, and Change Management processes.
- Performed Azure Active Directory (AAD) administrative tasks such as user provisioning, password resets, MFA support, license assignments, and group management.
- Provided first-level support for SAP HANA S/4 issues, performing initial troubleshooting and coordinating with SAP Basis and Functional teams for advanced resolution.
- Conducted system health checks, monitored alerts, documented resolutions, and updated internal knowledge bases to improve service desk efficiency.
- Supported root cause analysis (RCA) and contributed to reporting for major incidents and recurring issues.
- Collaborated with cross-functional teams to ensure timely recovery of services and high customer satisfaction.
- Created SOPs, workflow documentation, and troubleshooting guides to improve operational consistency.
Senior Business Development Analyst
InterviewBit Software Services
08.2021 - 04.2022
- Increased qualified lead conversions by 20–30% by optimizing the end‑to‑end sales funnel and improving consultation effectiveness.
- Conducted market and competitor analysis that improved target segmentation accuracy by 25% , boosting high‑intent lead inflow.
- Enhanced CRM workflow efficiency by 15% through data-driven process improvements, reducing funnel drop-offs and response time.
- Collaborated with marketing & product teams on targeted outreach campaigns that delivered a 10–18% uplift in learner engagement.
- Prepared KPI dashboards and revenue forecasts that improved leadership decision-making accuracy by 30% and supported quarterly planning.
Senior Business Development Analyst
Upgrad Educational Pvt Ltd
09.2020 - 04.2021
- Setting up and conducting meetings with potential upgrad learners to propagate upgrad's mission of providing career advancement opportunities. Maintaining a constant communication channel with leads through phone, meetings, email, and chat. Onboarded 35+ clients and generated a revenue of 55+ lakh for the company. “Team Leader” handling a team of 5 Analyst's.
- Analyzed market trends to identify growth opportunities and inform strategic initiatives.
- Developed comprehensive reports for stakeholders, enhancing decision-making processes.
Business Development Associate
Byju's The Learning Application
08.2019 - 08.2020
- Onboarded 125+ clients and generated a revenue of 70+ lakhs for the company. Conducted more than 500+ Student Counseling Sessions. Intense Inbound/Outbound calls to 600+ leads per month. Post-sale responsibilities – Order Management, Loan Processing, Logistics, and product processing. Customer Support
- Developed strategic partnerships to enhance customer acquisition and retention efforts.
- Analyzed market trends to identify growth opportunities for product expansion.
Education
B.E - Electronics and Communication
Vidyavardhaka College of Engineering
Mysore, India04.2019
Pre University- KSEAB - Electronics
Sree Cauvery Educational Institution
Mysore, India.03.2014
Class X- CBSE - Science
Mysore West Lions Sevanikethan School
Mysore, India03-2012
Skills
- AWS Certified Solutions Architect – Associate
- AWS Certified Developer – Associate
- AWS Certified DevOps Engineer – Professional
- AWS Certified Cloud Practitioner
- AWS Certified AI Practitioner
- ServiceNow (SNOW)
- SAP HANA S/4
- Azure Active Directory (Azure AD)
- Office 365 Admin Center
- Windows Administration
- Remote Support Tools
- System Monitoring Tools
- MFA & Identity Management Tools
- ITIL Framework
Core Cloud Expertise : Amazon Web Services (AWS)
Enterprise IT & Support Tools
Accomplishments
- Improved first-call resolution rate by 20–25% by optimizing troubleshooting workflows and updating knowledge base articles in ServiceNow.
- Reduced ticket backlog by 30% through proactive monitoring, streamlined categorization, and efficient escalation procedures.
- Achieved 95–98% SLA compliance for incident response and resolution across multiple support queues.
- Enhanced user onboarding efficiency by 15–20% through refined Azure AD provisioning processes and standardized access request procedures.
- Contributed to reducing repeated SAP HANA S/4 user issues by 18% after implementing clear triage documentation and collaborating with SAP Basis teams.
- Recognized for delivering consistently high customer satisfaction scores (CSAT 4.5+/5 ) with clear communication and fast issue resolution.
Certification
- AWS Certified AI Practitioner — Expires January 8, 2029
- AWS Certified Cloud Practitioner — Expires February 25, 2028
- AWS Certified Developer – Associate — Expires February 25, 2028
- AWS Certified DevOps Engineer – Professional — Expires February 25, 2029
- AWS Certified Solutions Architect – Associate — Expires December 30, 2027
LANGUAGES
English
Hindi
Marathi
Kannada
HONOR AWARDS
- Service & Commitment Award (TCS) — Awarded for reliable, high‑quality service delivery (Apr 2025 – Apr 2027).
- Star Team Award (TCS) — Recognized for impactful contributions to key team initiatives(Jan 2025).
- Appreciation from Kousik Dey — Acknowledged for strong ownership and contribution to team success (Jan 2026).
- Thanks Thursday Appreciation from Kousik Dey — Recognized for consistent support and positive impact (Dec 2025).
- tcs^AI Idea Igniter Appreciation — Appreciated for innovative thinking and valuable ideas (Nov 2025).
- tcsAI Spark Appreciation — Recognized for proactive effort and excellence in assigned tasks (Sep 2025).
- Appreciation from TransAlta SD Team — Commended for dedication, growth mindset, and collaborative support (Sep 2024).
Timeline
System Engineer
Tata Consultancy Services
04.2022 - Current
Senior Business Development Analyst
InterviewBit Software Services
08.2021 - 04.2022
Senior Business Development Analyst
Upgrad Educational Pvt Ltd
09.2020 - 04.2021
Business Development Associate
Byju's The Learning Application
08.2019 - 08.2020
B.E - Electronics and Communication
Vidyavardhaka College of Engineering
Pre University- KSEAB - Electronics
Sree Cauvery Educational Institution
Class X- CBSE - Science
Mysore West Lions Sevanikethan School