At Infosys, I support the Evident project as an L1.5 Service Desk Agent, handling software installation, account access, and remote troubleshooting. I manage ServiceNow incidents through logging, prioritization, escalation, and resolution while following KB/SOP guidance and SLA requirements.
At Amazon, I resolved technical incidents involving applications, accounts, payments, and order processing, and documented diagnostics and resolutions. Earlier, at Gibraltar Airsprings Pvt. Ltd., I applied root cause analysis, process audits, and QA techniques to reduce manufacturing defects by 15%.
