Neha Murali

At Cognizant Technology Solutions, I led a 15-member Windows Server support team and managed daily operations for 9,000+ virtual Windows servers across 12 VMware vCenters. I improved SLA adherence, reduced infrastructure downtime, and maintained high CSAT through disciplined incident management and customer engagement.

I've handled P0 and P1 incidents, ITIL-based incident, service request, problem, and change management, along with Windows Server backup and recovery. I also manage Active Directory access requests, Microsoft 365 support, printer issues, documentation, audits, and operational reporting.

I enjoy coaching engineers through one-on-ones, knowledge-transfer sessions, team huddles, and practical troubleshooting techniques. My work has included reducing ticket transfers by 80%, resolving 800+ tickets per month with a 99% first-level resolution rate, and maintaining 99.9% customer satisfaction.

I'm open to IT, customer support, operations, administrative, and other professional opportunities where I can keep learning, improve service quality, and contribute to organizational success.