At Cognizant Technology Solutions, I served as Team Lead for an IT Helpdesk account, overseeing service operations and quality. I supported analysts through structured training and reviewed ticket handling and workflows against established procedures.
I managed and reviewed Root Cause Analyses for escalations and customer dissatisfaction cases, identifying underlying issues and implementing corrective actions. I also helped implement new processes and refine existing ones to improve efficiency and customer experience.
My helpdesk work covered account creation, application access provisioning, and troubleshooting hardware, connectivity, and mobile device management issues. I used Microsoft 365, Azure, Active Directory Domain Services, PowerShell, and ServiceNow in delivering this support.
Earlier, I provided Tier II support for Comcast Video Repair at West Contact Services and technical support for Dell systems at Stream Global Services. My experience also includes animation artwork, graphic design, AutoCAD drafting, and architectural design.
