I am an experienced IT professional with a strong background in incident management and ITIL concepts. With 4 years of industrial experience, I have developed a solid understanding of IT operations and have excelled in various roles, including Senior Analyst and Help Desk Coordinator. I am skilled in handling critical and priority incident tickets, process improvement, training new recruits, and user administration. I have a proven track record of providing excellent customer support and ensuring timely resolution of issues.
In my current role as a Senior Analyst at HCL Technologies, I specialize in handling critical incidents and play a key role in process improvement and training. I am responsible for shift assignment, generating reports, and providing active directory support. I have extensive experience with ticketing tools like ServiceNow and have a deep understanding of ITIL best practices.
Prior to my current role, I worked as a Help Desk Coordinator at Intelenet Global Systems (now Teleperformance) where I gained experience in monitoring tools, end user support, and client coordination. I excelled in handling escalated calls, prioritizing incidents, and ensuring timely resolution. I also have experience in vendor coordination, user administration, and generating reports.
