At Cognizant Technology Solutions, I provide L1 support to global Synchrony users across voice, chat, and email. I manage incidents and service requests in ServiceNow, support user access through Active Directory, and coordinate critical incidents with L2/L3 and resolver teams.
I achieved a 9.2 CSAT score while handling high-priority tickets and minimizing SLA breaches. Earlier, as an Associate Analyst at CAMP Systems International, I maintained RHEL and Ubuntu servers and performed patch management and security hardening.
