At Accenture Solutions Pvt Ltd, I managed service requests and trouble tickets end-to-end, helping maintain service continuity across morning and night shifts.
I handled operational and user-reported incidents, including login failures and connectivity problems, and documented root-cause findings and resolutions for shift handovers. I also carried out system health reviews and operational checklists.
I created and implemented Change Requests following ITIL best practices. I also supported IP telephony and directory services, including DID number mapping, extension provisioning, and troubleshooting VOIP, SIP, PBX, and Avaya systems.
