At HCLTechnologies, I support enterprise users and resolve 30+ technical tickets daily, with an 80%+ First Contact Resolution rate and 95%+ customer satisfaction. I handle incidents and service requests through ServiceNow and provide remote support across channels.
I troubleshoot Microsoft 365, Active Directory, endpoint security, and network access issues, including BitLocker, VPN, and MFA. I also support PepsiCo corporate applications and coordinate complex issues with application and infrastructure teams.
At Tech Mahindra, I supported General Electric business units and resolved Windows/macOS, Microsoft 365, and access issues. I contributed to knowledge articles and self-service support improvements, helping reduce recurring support tickets by approximately 30% at HCLTechnologies.
