# MURSHIDHA TK

MURSHIDHA TK is a remote worker on Himalayas, IT Support Specialist at Unisys, based in India.

Source: https://himalayas.app/@murshidhatk

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 70k+ INR |
| Job categories | IT Support Specialist |
| Skills | IT Support, Tier 1 Support, Tier 2 Support, Technical Troubleshooting, Root Cause Analysis, ServiceNow, IT Service Management, Ticket Queue Management, SLA Management, Escalation Management, Incident Management, Hardware Diagnostics, Software Debugging, Network Troubleshooting, Windows |
| LinkedIn | https://linkedin.com/in/murshidhatk-965611236 |

## About

```text
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

### IT Support Specialist (current)

[Unisys](https://himalayas.app/companies/unisys). Jul 2023 - Present

```text
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.
```

Skills: 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

### ITIL 4 Foundation

ITIL 4 Foundation, IT Service Management

```text
ITIL 4 Foundation certification in progress.
```

### Coursera

Google IT Support Professional Certificate, IT Support

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Google IT Support Professional Certificate in progress.
```

### Kristu Jayanti College Autonomous

Bachelor of Business Administration (BBA), Business Administration & Management. 2020 - 2023

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

## Tech stack

- Windows
- Google Workspace
- ServiceNow

To contact MURSHIDHA, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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