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shree nigdikar

@shreenigdikar

L2 support administrator at Wipro Technologies, resolving Microsoft 365, Active Directory, and VDI issues for a US banking client.

India

Message

At Wipro Technologies, I provide L2 support for a US-based banking client, resolving issues across Microsoft 365, Active Directory, and VDI. I also handle password resets, access permissions, and application faults.

I monitor FCR and SLA-bound tickets, coordinate backlog resolution with cross-functional teams, and participate in technical bridge calls during critical incidents. I update ticket priorities based on impact and urgency, and support peers with floor escalations.

Previously, at Infosys BPM, I provided remote technical support and documented tickets in ServiceNow. My earlier roles included customer support, claims handling, and telecommunications routing support.

Experience

Work history, roles, and key accomplishments

Current

Administrator L2 Support

Current

Wipro Technologies

Mar 2025 - Present (1 year 7 months)

Provided L2 technical support for a US-based banking client, resolving VDI, Microsoft 365, and Active Directory issues. Managed SLA-bound tickets, coordinated bridge calls, and supported peers on floor escalations.

Technical Support Microsoft 365 Active Directory VDI ServiceNow Ticket Management Incident Triage SLA Management Call Coordination Cross functional Coordination Client Communication Floor Support Knowledge Sharing

Technical Process Specialist

Infosys BPM

Jan 2023 - Jan 2025 (2 years)

Provided remote technical support, troubleshooting software and applications including Office 365 and Active Directory. Managed tickets on ServiceNow, handled password resets, and met SLAs for chat, call, and self-service tickets.

Technical Support Microsoft 365 Active Directory ServiceNow Ticket Management Password Resets SLA Management Customer Service Remote Support

Senior Associate

Tech Mahindra BPS

Mar 2022 - Jan 2023 (10 months)

Resolved customer queries related to internet, home phone, and cable TV services. Focused on customer retention, billing issues, and increasing sales through promotional offers.

Customer Service Issue Resolution Billing Support Sales Retention Communication Skills

Senior Associate

WNS Global Services

Jan 2020 - Mar 2022 (2 years 2 months)

Handled motor, home, and content claims using CC8, CC6, and Outlook via emails and calls. Managed claim ownership, invoice payments, and follow-ups with repairers and brokers.

Claims Processing Customer Service Email Communication Call Handling Invoice Management Follow up Quality Assurance

Senior Associate

Wipro BPS

Jul 2018 - Jan 2020 (1 year 6 months)

Dealt with communication providers via calls and chat, resolving their queries. Checked and updated correct routing on telephone lines and tracked routing to ensure quality and stack performance.

Customer Service Communication Skills Issue Resolution Quality Assurance Call Handling Live Chat