Akanchcha Singh

• Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
• Spearheaded initiatives to improve the service desk knowledge base, resulting in more effective self-service options for endusers.
• Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.
• Increased first-call resolution rates through comprehensive knowledge of company systems and applications.
• Optimized service desk performance by analyzing metrics and identifying areas for improvement.
• Elevated customer service standards by delivering empathetic and knowledgeable support during high-stress situations.
• Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime for critical business systems.
• Implemented proactive monitoring solutions to identify potential issues before they impacted end-users, reducing the number of tickets submitted.
• Enhanced service desk efficiency by streamlining processes and implementing automation tools.
• Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
• Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
• Developed training materials for new service desk analysts, resulting in faster onboarding and increased productivity.
• Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
• Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
• Played a key role in major IT projects, providing input on system design from a support perspective and assisting with testing efforts as needed.
• Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.
• Improved customer satisfaction ratings by providing timely, accurate, and professional support to endusers.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Engaged in user support interactions via telephone, chat and email platforms.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Generated reports to track performance and analyze trends.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed, configured and maintained computer systems and network connections.
• Configured and tested new software and hardware.
• Created user accounts and assigned permissions.

• Developed comprehensive project plans to ensure timely completion within budget constraints.
• Improved team productivity by providing technical guidance and mentoring junior engineers.
• Resolved critical issues during system integration phases, ensuring seamless transitions between design iterations.
• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
• Prepared action plans for problematic processes and assets.

§ Creating Access profiles/roles in ServiceNow and ITSM.

§ Access Provisioning/Deprovisioning.

§ Works on monitoring tools - ISAMS, ServiceNow, Active Directory, and ISIM.

§ Knowledge of Mobile Pass and VPN.

§ Works on O365 and Outlook Troubleshooting.

§ Working on Quarterly UAR (user access review) process along with the SOX team and IG team.

§ Make changes in Roles and Group owners as per the Change Request.

§ Performing Onboarding and Termination of employee user accounts.

Documenting the process and updating it in a timely manner in SharePoint

§ Regulating access to the users in Active Directory through ticketing tool, Creation, Modification, Termination of User IDs and System IDs, and creation of the shared mailbox.

§ Tracking all the tasks in Dashboard, keep it up to date, and review it every week.

§ Managing all the escalations/expeditions that come up and dispatching the tickets for the entire shift.

§ Attending DSR (Daily Service Review) calls for updates and challenges for the day.

§ Coordination with other team members.

• Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
• Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
• Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
• Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
• Increased user satisfaction through effective communication and timely resolution of support tickets.
• Championed end-user satisfaction surveys leading to targeted improvements in helpdesk operations.
• Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
• Delivered end-user training on new technologies, increasing adoption rates among employees.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to [Type] technical support needs.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Responded promptly to incoming sales leads and requests for technical support.
• Researched product and issue resolution tactics to address customer concerns.
• Assisted with updating technical support best practices for use by team.
• Configured hardware and granted system permissions to new employees.
• Monitored systems in operation and quickly troubleshot errors.
• Documented support interactions for future reference.
• Generated reports to track performance and analyze trends.
• Created user accounts and assigned permissions.

• Mentored junior members of the team on best practices in issue resolution techniques.
• Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
• Consistently met or exceeded performance metrics, contributing to overall team success.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Supported global customers across diverse industries while adapting quickly to evolving technologies.
• Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
• Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
• Streamlined support processes for increased efficiency and reduced response times.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.