At HCL Technologies, I resolve incidents and service requests through ServiceNow while supporting Windows 10/11, Office 365, Outlook, Teams, laptops, desktops, printers, and peripherals. I maintain SLA compliance for P1/P2 tickets and improve first-contact resolution through proactive troubleshooting.
I administer Active Directory accounts, mailboxes, distribution groups, and shared-folder permissions, troubleshoot VPN, LAN/WAN, Wi-Fi, DNS, and connectivity issues, and coordinate with L2/L3 teams on complex incidents. I've also automated repetitive support tasks using PowerShell and handle IMAC activities and hardware/software deployments.
