At Unisys India, I resolve technical issues and deliver SAP ERP troubleshooting, with 50+ issues resolved weekly and a 98% satisfaction rate.
I streamlined first-contact resolution workflows, reducing average ticket handling time by 15%. I also analyze customer service trends and document procedures with IT infrastructure teams.
I support user access through Active Directory and manage IT asset inventory and software licensing. I also identified and disabled an unauthorized intrusion attempt, preventing a social engineering attack.
I use ServiceNow for ticket management, monitor service dashboards, and mentor Level 1 and 2 associates. My certifications include Introduction to Cybersecurity, Excel Advanced Functions, Cybersecurity Awareness Training, and Fundamentals of AI; Microsoft Azure Fundamentals (AZ-900) is in progress.
