At Capgemini, I provided L1/L2 IT support to end users through calls, emails, and ticketing tools. I managed incidents and service requests in ServiceNow while meeting SLA and quality targets.
I supported user access and account management with Active Directory, and resolved remote access and application issues using Citrix and VPN.
I maintained documentation accuracy for audit and compliance outcomes, and used Excel for reporting and data analysis. I also prepared PowerPoint dashboards and client decks.
