Open to opportunities

Ekta SUR

@ektasur

Message

I lead major incident resolution and IT service desk operations across enterprise environments.

India

Message

What I'm looking for

I'm looking for an incident management or IT service desk role where I can lead critical incident resolution, improve SLA and service outcomes, collaborate across technical teams, and drive continuous improvement through ITIL practices.

At Ascendion, I lead P1/P2/Sev-1 major incident management, facilitate technical bridge calls, and coordinate cross-functional teams through resolution. I use ITIL practices, ServiceNow, BMC Remedy, Jira, and Splunk to support MTTR/MTTA reduction, SLA/KPI tracking, root-cause analysis, and executive stakeholder briefings.

Across SaiSystems International, KAS Services, First American India, Amazon, and Hewlett Packard Enterprise, I've supported enterprise users with incident resolution, access provisioning, software and hardware troubleshooting, and remote assistance. I've worked with Azure AD, Okta, SailPoint, Active Directory, Office 365, Windows, VPNs, Citrix VDI, and endpoint support tools.

I've managed more than 10,000 incidents and requests annually at First American India, maintained a 70–80% resolution rate, and closed 95% of trouble tickets on the first call at Amazon without escalation. I'm focused on resolving critical issues within SLA while improving service quality and preventing recurring problems.

Experience

Work history, roles, and key accomplishments

Current

Senior Service Desk Engineer

Current

Ascendion

Jun 2023 - Present (3 years 2 months)

Managed major incidents (P1/P2/Sev-1) and facilitated incident bridge calls with cross-functional teams. Performed root cause analysis and implemented corrective actions to prevent future incidents.

Problem Management Change Management ServiceNow Jira Splunk MTTR SLA Okta Azure AD Zscaler

IT Service Desk Consultant

Saisystems International

Dec 2022 - Jun 2023 (6 months)

Led identification, classification, and prioritization of IT incidents, resolving P1, P2, and P3 incidents using ITIL best practices. Provided end-user support via remote desktop tools and managed user onboarding/offboarding.

ITIL Incident Management Bomgar LogMeIn Rescue Slack Azure Active Directory Okta SSO SCCM Microsoft Store Jira Windows 10 Windows 11 Outlook VPN Office 365

Senior IT Service Desk Analyst

KAS Services

Mar 2020 - Sep 2022 (2 years 6 months)

Managed incidents and troubleshot Windows environments using ServiceNow. Created and modified user accounts via SailPoint and resolved issues related to Office365, MS Teams, and VPN tools.

Incident Management Windows 8.1 Windows 10 ServiceNow Sailpoint Active Directory Office 365 VPN Jira SLA BSOD

Senior Technical Support Engineer

First American India

Jun 2018 - Sep 2019 (1 year 3 months)

Managed over 10,000 incidents/requests per year with a 70-80% resolution rate. Provided technical support via email, chat, and phone, and performed password administration and access support.

ServiceNow Incident Management LogMeIn Rescue Bomgar SSO Sailpoint Okta Active Directory Group Policy O365 VPN Cisco AnyConnect Windows 10

Risk Analyst

Amazon

Apr 2016 - Jun 2018 (2 years 2 months)

Documented and managed problems and work requests using ServiceNow. Closed 95% of trouble tickets on first call and resolved complex issues including system crashes and security breaches.

Incident Management ServiceNow Troubleshooting Root Cause Analysis SLA

Technical Support Rep 3

Hewlett Packard Enterprise

Jun 2013 - Jan 2016 (2 years 7 months)

Received and managed calls from internal staff, providing technical resolutions for hardware, networking, and laptop issues. Performed installations, troubleshooting, and knowledge management.

ServiceNow Windows 10 Troubleshooting BSOD Networking Backup System Restore Knowledge Management