Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Aakash Sen

Bangalore

Summary

Results-driven Service Desk ITSM Analyst with 3.7 years of experience supporting enterprise IT environments and improving IT service delivery through process optimization. Demonstrated success in reducing incident response times, improving first-call resolution rates, and ensuring SLA compliance with over 98% accuracy. Strong command of ITIL frameworks, ticketing tools, and remote troubleshooting.

Overview

4
4
years of professional experience

Work History

Software Engineer

Cognizant Technology Solutions
Bangalore
01.2025 - Current
  • Handled an average of 55+ tickets per day, resolving 90% of them within SLA across L1 and L2 scope.
  • Reduced repeat tickets by 15% through user education and proactive communication.
  • Led the documentation revamp, increasing internal knowledge article usage by 45%.
  • Participated in CAB meetings, and ensured a 100% success rate in change implementations without rollback.
  • Contributed to a 25% reduction in repeat incidents by initiating root cause analysis and mitigation plans.
  • Delivered weekly KPI reports, leading to a 15% increase in team performance tracking accuracy.
  • Worked on the entire lifecycle of joiners, movers, and leavers.

Junior Software Engineer

Cognizant Technology Solutions
Bangalore
12.2022 - 12.2024
  • Acted as principal point of contact for managing incidents and service requests per ITIL standards.
  • Maintained over 98% SLA adherence by monitoring and addressing incoming tickets via ServiceNow.
  • Facilitated escalation of unresolved issues to appropriate technical teams, ensuring prompt resolution.
  • Created daily and weekly incident reports with trend analysis for upper management oversight.
  • Directed knowledge article development and enhancement of support documentation processes.

Software Engineer Trainee

Cognizant Technology Solutions
Kolkata
11.2021 - 12.2022
  • Resolved over 40 daily tickets concerning Windows, VPN, Office 365, and printer/network issues.
  • Delivered remote support via RDP, Citrix, and Bomgar tools to ensure efficient assistance.
  • Logged, categorized, and prioritized incidents based on urgency and impact for effective management.
  • Contributed to documentation for shift handovers and facilitated best practices sharing sessions.

Education

Bachelor of Technology - Mechanical Engineering

Siksha O Anusandhan University
Bhubaneswar
09-2021

Skills

  • ITIL v4-based IT service management
  • SLA management and ticket triage
  • Incident, problem, and change management
  • Remote support (Citrix, RDP, VPN)
  • Windows OS, MS 365, Active Directory
  • Knowledge base optimization
  • Root cause analysis (RCA)
  • ServiceNow, Jira SD, and BMC Remedy
  • Excel dashboards, Power BI (basic)

Affiliations

  • Ticket Categorization Accuracy: Enhanced issue categorization rules in ServiceNow, improving routing accuracy by 30%.
  • Self-Service Knowledge Portal: Contributed to portal redesign; boosted self-service usage by 40% in 3 months.
  • Feedback Loop Initiative: Implemented resolution feedback on tickets, raising average satisfaction score by 12%.

Timeline

Software Engineer

Cognizant Technology Solutions
01.2025 - Current

Junior Software Engineer

Cognizant Technology Solutions
12.2022 - 12.2024

Software Engineer Trainee

Cognizant Technology Solutions
11.2021 - 12.2022

Bachelor of Technology - Mechanical Engineering

Siksha O Anusandhan University

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