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MURSHIDHA TK

@murshidhatk

IT Support Specialist at Unisys who reduced repeat ticket volume by 25% through root cause analysis and permanent fixes.

India

Message

At Unisys, I deliver Tier 1 and Tier 2 technical support for enterprise clients through ServiceNow, diagnosing and resolving hardware, software, and network issues.

I performed root cause analysis on recurring incidents and implemented permanent fixes that reduced repeat ticket volume by 25% and improved first contact resolution rates.

I developed SOPs and knowledge base articles to standardize troubleshooting workflows, reducing new technician onboarding time by 30%.

I also support enterprise clients with Google Workspace, Windows OS, Active Directory, and network troubleshooting, and escalate critical incidents to Tier 3 teams with complete context documentation.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Unisys

Jul 2023 - Present (3 years 2 months)

Delivered end-to-end Tier 1 and Tier 2 technical support for enterprise clients via ServiceNow, resolving hardware, software, and network issues. Performed root cause analysis on recurring incidents, reducing repeat ticket volume by 25% and improving first contact resolution rates.

ServiceNow ITSM Root Cause Analysis SLA Management Escalation Management SOP Development Knowledge Base Documentation Active Directory Google Workspace Windows Network Troubleshooting ITIL CSAT FCR

Education

Degrees, certifications, and relevant coursework

ITIL 4 Foundation

ITIL 4 Foundation, IT Service Management

ITIL 4 Foundation certification in progress.

Coursera

Google IT Support Professional Certificate, IT Support

Google IT Support Professional Certificate in progress.

Kristu Jayanti College Autonomous

Bachelor of Business Administration (BBA), Business Administration & Management

2020 - 2023

Bachelor of Business Administration in Business Administration and Management from Kristu Jayanti College Autonomous, Bengaluru, India, from 2020 to 2023.