priya shetti
@priyashetti
Technical Support Analyst at Accenture supporting ServiceNow operations, IAM workflows, and Microsoft cloud endpoints while building practical ITOM knowledge.
IndiaWhat I'm looking for
At Accenture, I manage ServiceNow incidents and service requests while supporting identity and endpoint operations. I work with Microsoft Entra ID, Intune, and Nexthink Amplify to troubleshoot authentication, connectivity, and software-update issues.
Previously, I provided Tier 2 and Tier 3 support for Google Pay, investigating UPI transaction failures and account issues. I analyzed transaction logs and collaborated with engineering and internal teams to resolve escalated production issues; I’m now building practical knowledge of ServiceNow ITOM.
Experience
Work history, roles, and key accomplishments
SW/Application/Cloud Technical Support Analyst
Sep 2024 - Present (2 years 1 month)
Manage incidents and service requests through ServiceNow while meeting SLA targets and maintaining accurate resolution documentation. Perform IAM workflows including password resets, MFA remediation, and access validation.
Support Analyst – Google Pay (Tier 2 / Tier 3 Support)
Dec 2019 - Aug 2024 (4 years 8 months)
Provided Tier 2 and Tier 3 technical support for complex payment, account and application issues. Investigated UPI transaction failures, payment disputes, and account-access issues using available case and transaction data.
Provided first-line support for customer and account-related issues and coordinated with engineering teams for bug tracking and resolution. Maintained operational reports, case documentation, and support records with focus on accuracy and timely resolution.
Sales Executive
ITech Solutions
Jan 2017 - Jan 2018 (1 year)
Worked as a Sales Executive at ITech Solutions.
Worked as a Customer Service Associate at WNS Global Services.
Customer Service Executive
Hero BPO
Jul 2012 - Mar 2013 (8 months)
Worked as a Customer Service Executive at Hero BPO.
Education
Degrees, certifications, and relevant coursework
Karnataka University
Bachelor of Computer Applications, Computer Applications
Bachelor of Computer Applications degree from Karnataka University, completed in 2011.
CompTIA
CompTIA Network+, Networking
CompTIA Network+ certification.
CompTIA
CompTIA IT Fundamentals: Networking & Wireless Technologies, Networking
CompTIA IT Fundamentals: Networking & Wireless Technologies certification.
Microsoft
Microsoft Azure AZ-104, Cloud
Microsoft Azure AZ-104 training and preparation.
CSSP
CSSP 2022 – Cloud Security Concepts & Design Principles, Cloud Security
CSSP 2022 – Cloud Security Concepts & Design Principles certification.
CSSP
CSSP 2019 – Identity & Access Management, Identity & Access Management
CSSP 2019 – Identity & Access Management certification.
Data Access & Governance Policies
Data Access & Governance Policies – Data Classification, Data Governance
Data Access & Governance Policies – Data Classification training.
AGILE Fundamentals
AGILE Fundamentals – User Stories and Iteration & Release Planning, Agile
AGILE Fundamentals – User Stories and Iteration & Release Planning training.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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