siddhesh nimbalkar

Serve as the first point of contact for end users, managing incidents and service requests across software, hardware, network, access, upgrades and installations, while maintaining a 97% First Contact Resolution (FCR) rate. Own the end-to-end ServiceNow ticket lifecycle, including triage, prioritization, SLA tracking, P2/high-priority incident handling, resolution, closure and escalation.

Managed 50+ incidents and service requests daily across email, phone and chat, achieving 90% First Contact Resolution (FCR) and 91% user satisfaction while maintaining SLA-focused service delivery. Performed ticket triage, troubleshooting and resolution for complex software and access-related issues, contributing to a 43% reduction in Tier-2 escalations.

Handled multiple live chats in Salesforce, verified customer information and ensured security procedures were followed on every interaction. Navigated multiple tools to resolve requests, recorded precise case notes, and managed escalated, high-pressure customers to positive outcomes.

Delivered hardware, software and network support to a diverse user base through AnyDesk, identifying root causes to minimize downtime. Coordinated with external vendors for hardware/software maintenance and support, and managed audio/video conference room issues and remote VPN access.

Completed a Bachelor of Computer Science degree from Sinhagad College of Science in 2021.