At Nirven Tech Inc., I support 60+ users and manage weekly incidents and service requests, resolving 90% of routine issues at first contact. I troubleshoot Windows, Microsoft 365, account access, applications, printers, and connectivity issues.
I use ServiceNow to document troubleshooting and resolutions, and maintain knowledge-base articles that contribute to a 15% reduction in repeat incidents. I also resolve Level 2 issues involving Intune, MFA, account access, and endpoint security.
Previously, I supported users at Progressive Techserve Pvt. Ltd. and provided Level 1 troubleshooting as an intern. At Suncor Energy Inc., I assisted customers with POS transactions and performed initial technical checks on payment devices and station equipment.
