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Anmol Dhillon

@anmoldhillon

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Application support analyst focused on IAM, incident resolution, and UX improvements.

India

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What I'm looking for

Remote work, stability and flexibility.

I am an application support analyst with 2.5+ years supporting enterprise and cloud-based applications, focused on reliable access, incident management, and improving user experience.

At CGI I supported 170+ applications across chat, email, calls and screen shares, resolved 400+ incidents annually within SLA, maintained a customer satisfaction score above 9.7, and led discipline-level escalation for cloud-based (OSDU) applications.

I build documentation, dashboards (SQL/spreadsheets), prototypes (Zapier workflows and an AI chatbot), and drive UX and process changes that reduced incorrect access requests by 20% and repeat issues by 10%.

Experience

Work history, roles, and key accomplishments

Application Support Analyst

CGI

May 2023 - Jan 2026 (2 years 8 months)

Provided technical support for 170+ enterprise and cloud applications, resolving 400+ incidents annually within SLA and maintaining a customer satisfaction score above 9.7; led escalation and IAM resolution for complex authentication and access issues.

Incident Management Identity And Access Management ServiceNow SQL Active Directory Troubleshooting Root Cause Analysis Confluence

Education

Degrees, certifications, and relevant coursework

Chandigarh University

Bachelor of Engineering, Petroleum Engineering

2018 - 2022

Grade: 7.70 CGPA

Completed a Bachelor of Engineering in Petroleum Engineering with a 7.70 CGPA, focusing on engineering fundamentals and industry-relevant technical skills.