At POMEROY TECHNOLOGY, I provide technical support to end users and manage incidents and service requests using ITSM processes. I use ServiceNow and BMC Remedy to track tickets, prioritize work against SLA requirements, and escalate complex issues to the appropriate teams.
At GLOBTIER INFOTECH, I provided application and technical support to customers through chat and phone. I documented issues, created SOPs for recurring and newly identified incidents, and prepared monthly incident reports.
At TATA CONSULTANCY SERVICES (TCS), I provided Level 1 and Level 2 support for clients Cummins, Vodafone Australia (TPG), and Star Health Insurance. I achieved a reported 99.2% resolution rate for L1/L2 tickets without requiring Level 3 escalation.
Across my support roles, I’ve worked with business-critical applications in manufacturing, telecommunications, and insurance. I hold an ITIL Foundation Certification and a Bachelor of Computer Applications from University of Madras.
