At Goldman Sachs, via Symmatek Pvt Ltd, I resolve L1/L2 incidents across Windows and macOS endpoints, applications, access, and VPN. I handle 40+ incidents daily, with 95%+ first-contact resolution and 100% CSAT.
I manage applications through Citrix and administer Active Directory, Exchange, and NDS access. My root cause analysis documentation helped reduce repeat incidents by 20%.
At Cognizant, I provided end-user support and monitored Azure Monitor alerts. I also trained internal staff on applications and created SOPs to standardize support processes.
