I've delivered Level 1 and Level 2 enterprise IT support for global banking users at JPMorgan Services India, supporting Windows 10/11, Microsoft 365, Active Directory, VPNs, enterprise applications, and remote desktop technologies. I maintained 95–100% SLA compliance and reduced Mean Time to Resolution by 30–40% through effective incident management and troubleshooting.
Previously, I provided Level 2 support for Dell XPS customers across North America and supported Rosetta Stone software. I bring more than 20 years of experience in ITIL-based support, major incidents, knowledge management, technical documentation, mentoring, and customer-focused service.
