At HCL Technologies Ltd, I administer enterprise Windows and Linux environments and provide L2 desktop and infrastructure support. I handled more than 200 monthly ServiceNow incident tickets while maintaining a 95% first-contact resolution rate.
I automated recurring diagnostic and reporting tasks with PowerShell and Bash, cutting ticket resolution time by 25%. I also troubleshoot Microsoft 365 issues and document root-cause findings and procedures for L1 service desk teams.
At Hewlett-Packard Inc., I delivered remote L1/L2 support for laptop hardware and Windows issues, from component troubleshooting to operating system crashes and connectivity problems. I also authored hardware triage workflows that reduced average handle time by 15%.
