At Aptly Technology Corporation (Microsoft), I managed quality analysis for high-priority Sev-1 and Sev-2 incidents and escalation cases, checking compliance with internal policies, SLAs, and KPIs. I audited incident workflows for procedural accuracy, root-cause precision, and resolution efficiency.
At Tata Consultancy Services, I monitored ServiceNow dashboards for ticket resolution, SLA performance, and CSAT. I led weekly knowledge-base review sessions and performed root-cause analysis on escalated tickets and CSAT drops.
At Capgemini, I worked on the core licensing team, assigning Microsoft Office application licenses and assisting users with application issues. I also supported automation testing during the rollout from Skype to Microsoft Teams.
