NAGMA M A
@nagmama
App/Cloud Senior Analyst at Accenture who improved ticket reporting and dashboards to reduce ticket ageing and backlogs.
IndiaWhat I'm looking for
At Accenture, I initiated daily reporting and dashboards that reduced ticket ageing and backlogs. I also contributed to three successful project transitions, supporting smooth handovers within strict deadlines.
My work included installing and troubleshooting Windows client and server operating systems, antivirus, client applications, and network connectivity. I handled administration across ServiceNow, CyberArk, Azure, AWS, Exchange, and Intune.
I supported infrastructure including Azure Active Directory and on-prem Active Directory, and provided application and platform access. I also acted as a technical liaison between customers and engineering teams.
At Allsec Technologies, I provided L1/L2 technical support for supply chain users, including support for JDA software’s client on space planning applications. I handled critical incidents and requests on Salesforce and diagnosed hardware, software, application, and basic network issues.
Experience
Work history, roles, and key accomplishments
Provided technical support and administration for Windows client and server OS, antivirus, and network connectivity. Led daily reporting and dashboards, reducing ticket ageing and backlogs, and conducted ticket audits to improve CSAT scores.
Technical Support Engineer
Allsec Technologies
Oct 2015 - Feb 2018 (2 years 4 months)
Provided L1/L2 technical global support to users in supply chain processes, handling critical incidents and requests on Salesforce. Managed client escalations and played a key role in performance reviews.
Education
Degrees, certifications, and relevant coursework
RBANMS College, Bangalore
Master of Commerce, Commerce
Master of Commerce (M. Com) from RBANMS College, Bangalore, completed in 2015.
SSMRV Degree College, Bangalore
Bachelor of Commerce, Commerce
Bachelor of Commerce (B. Com) from SSMRV Degree College, Bangalore, completed in 2013.
SSMRV PU College, Bangalore
Pre-University, General Studies
Pre-University (PUC) from SSMRV PU College, Bangalore, completed in 2010.
S.T Mary’s High School, Bangalore
SSLC, General Studies
SSLC from S.T Mary’s High School, Bangalore, completed in 2008.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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