Parween Khan
@parweenkhan
I resolve enterprise IT incidents and support users across Windows, Microsoft 365, VPN, and ServiceNow.
IndiaWhat I'm looking for
I've supported enterprise users at PwC and KPMG through L1 remote service desk roles, resolving 15–20 incidents and service requests per day while meeting SLA requirements.
I troubleshoot Windows 10/11, Microsoft 365 applications, Outlook, Teams, Excel, Microsoft Authenticator, GlobalProtect VPN, account access, password resets, printers, drivers, BIOS settings, and software installations. I use ServiceNow and ITSM ticketing systems to manage P1–P4 incidents and provide support through phone, chat, email, and remote sessions.
I collaborate with L2/L3 teams on complex issues, document resolutions and knowledge articles, and maintain productivity reports to track ticket volumes, team performance, and operational metrics.
Experience
Work history, roles, and key accomplishments
Provided L1 technical support to enterprise users through ServiceNow, ensuring timely resolution of incidents and service requests within SLA. Diagnosed and resolved Windows OS, Microsoft 365, and VPN issues, and managed P1-P4 incidents.
Provided L1 remote technical support to enterprise users through the ITSM ticketing system, ensuring timely incident resolution and SLA compliance. Diagnosed and resolved issues related to Microsoft applications, Windows OS, and business applications.
Education
Degrees, certifications, and relevant coursework
Sambalpur University
Bachelor of Science, Computer Science
2019 - 2023
Grade: 84%
Bachelor of Computer Science degree from Sambalpur University, completed with 84%.
SGI College
Senior Secondary, Science
2016 - 2018
Grade: 84%
Senior Secondary (XII) in Science from SGI College, completed with 84%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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