At HCL Technologies, I handle chats, incidents, and service requests while maintaining SLA compliance, routing tickets to resolver groups, and supporting L1 analysts. I've been recognized as Best Performer in 2023, 2024, and 2025.
I support 200+ end users across desktop, application, network, email, and account issues, averaging 80–100+ tickets weekly with 95%+ SLA compliance and 50+ CSAT appreciations. My work includes ServiceNow ITSM, Active Directory administration, Microsoft 365 and Outlook troubleshooting, VPN support, and coordination with infrastructure, network, and application teams.
Previously, I delivered desktop support at Altruist Technologies and administered Windows Server, Active Directory, DNS, DHCP, GPOs, backups, and LAN/WAN environments at Sen Sure Technology Service Pvt Ltd.
