At Mphasis (HP Inc.), I resolve high-priority L2 incidents for enterprise clients using Dynamics 365. I maintain 95%+ SLA adherence across high-volume ticket queues.
I perform root cause analysis to help prevent recurring issues, handle critical escalations, and collaborate with cross-functional teams. I was recognized as Best Performer in January 2025.
At Simplilearn, I managed Salesforce-based ticketing workflows, monitored SLA compliance, and built reports and dashboards to track performance metrics. Earlier, at HP Inc., I provided technical troubleshooting for enterprise software issues and managed incident tickets.
