At AVL India Pvt. Ltd., I coordinate customer service for Western India and manage escalations with engineering, technical support, and other internal teams. I track customer cases and service requests in Salesforce CRM, following issues through to closure.
I support SLA-driven service delivery by prioritizing cases, monitoring pending issues, and escalating aging items. I also coordinate investigation of recurring issues and contribute to service improvement and knowledge sharing.
At HCL Infosystems, I provided global remote IT support for Ranbaxy Laboratories Ltd., later acquired by Sun Pharmaceutical Industries. I managed enterprise endpoint administration using SCCM, supported Office 365 deployment and migration projects, and administered Polycom conferencing infrastructure.
Earlier, I delivered enterprise service desk and first-line technical support at Religare Technologies and INS-e Solutions. I’m currently upskilling in Generative AI, Prompt Engineering, RAG, and Multi-Agent Systems, including IBM Certified – Generative AI & Multi-Agent Systems (In Progress).
