Aayushi Trishi

• Deliver global IT support (L1 & L2) to end-users across APAC, EMEA, and AMR regions, ensuring fast, accurate, and user-centric resolution of incidents and service requests.
• Administer and troubleshoot identity, access, and collaboration systems using Active Directory, Azure AD, Exchange Admin Center, Microsoft Intune, Microsoft 365 Admin Center, and related enterprise tools.
• Manage advanced operations including credential lifecycle (LAPS UI, MIM, PIM), secure file transfers (FTP/SFTP), enterprise applications (COUPA TM5), and automation workflows via Au2mator, IST, and ServiceNow.
• Create and maintain Knowledge Base (KB) articles and process documentation, improving first-call resolution, self-service adoption, and consistency in global support.
• Lead and mentor a team of 5 IT administrator in India, overseeing task allocation, training, coaching, conflict resolution, and leave management, while ensuring SLA and quality standards are consistently met.
• Act as a local team lead, collaborating closely with the global manager in Madrid to align strategy, drive process improvements, and maintain operational excellence.

Key Achievements

• Consistently ranked #1 in productivity and quality metrics for both incidents and catalog tasks.
• Awarded 2 Bravo Awards and 1 Spot Award for outstanding service delivery, leadership, and collaboration.
• Developed high-impact KB articles that reduced repeat incidents and improved service efficiency across regions.
• Recognized by leadership and peers as a reliable team leader and quality champion, fostering a culture of collaboration, innovation, and high performance.

• Delivered global IT support to end-users across regions, troubleshooting hardware, software, network, VPN, and Microsoft Office issues.
• Managed user access and system support through Active Directory and SCCM, ensuring compliance with organizational policies.
• Provided professional first-contact support, logging and resolving tickets via ServiceNow while adhering to SLAs.
• Applied ITIL best practices in incident, request, and escalation management for consistent service delivery.

Key Achievements at Wipro

• Ranked among the top performers in both quality and productivity scores throughout tenure.
• Resolved 40–60 tickets daily with a strong first-call resolution rate and SLA adherence.
• Earned positive client feedback for reliability, accuracy, and professional communication.

• Provided technical assistance by handling day to day IT issues such as login/access problems, email configuration and connectivity errors.
• Assisted new joiners with IT Onboarding.
• Used BMC remedy to log, track, and resolve support requests.
• Escalated unresolved issues to senior IT teams and coordinated for timely resolution.

• Managed highly irate and escalated international flight customers, ensuring empathy, patience, and professionalism always.
• Took ownership of complex issues, often requiring cross-collaboration with multiple international airlines via calls to secure resolutions.
• Consistently went above and beyond to restore customer trust while protecting organizational interests.

• Delivered end-to-end support for international flight bookings, handling queries and technical amendments using Galileo, Amadeus, and Sabre systems.
• Maintained high performance metrics (AHT, first-call resolution, call volumes) while ensuring empathy-driven customer care.
• Supported floor operations by mentoring OJT batches, giving feedback, and cascading updates to ensure process consistency.

Key Achievements at Concentrix

• Star Award winner and multiple recognitions as OPS Champion.
• Consistently achieved CSAT scores above 90%, earning appreciation from clients and leadership.
• Recognized for balancing empathy with efficiency and for delivering resolutions in high-pressure, customer-sensitive situations.