About

Over 10 years have served IT Services, Events Planning
Modules: Incident Management, Service Requests, System Monitoring, Technical Support
Skills: Technical Troubleshooting, IAM Administration, Operations Management

Handled incidents and service requests using ServiceNow ticketing tool and email. Managed alerts (server, network, security, application) by coordinating with stakeholders for resolution. Administered critical applications like Salesforce, MoveIT, and IAM. Diagnosed and resolved issues, categorized queries, and provided solutions.

Monitored server event logs, performance metrics, and network data growth. Ensured compliance with uptime and performance standards. Provided detailed project status reporting and conducted day-to-day network monitoring. Participated in on-call rotation for 24x7 production support. Assisted internal associates with technical issues through remote support.

Assisted end users with IT service requests and incidents using ticketing tools (L1 support). Provided technical support to customers via email and live chat. Ensured timely resolution of technical issues and escalated complex cases. Handled customer queries via email and tickets. Escalated unresolved issues to higher authorities for resolution.