At Itcons e Solution, deputed to Wipro Technologies at CSB Bank Limited, I handle incident and service request management for end users and monitor the ticket queue to help prevent SLA breaches.
I coordinate queue ownership and follow-up on pending and at-risk tickets, and have managed a team of queue managers. I also provide remote and desk-side support for hardware, software, and network issues.
Previously, as a Service Desk Engineer at Plaxonic Technical Services, I provided first-line IT support, logged and resolved tickets, and assisted with software installation and basic network troubleshooting. I hold ATCI, A+ Computer Hardware, and N+ Computer Networking certifications.
