Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

Akansha Agarwal

Summary

Results-driven IT Operations Senior Analyst with Accenture, skilled in incident management and problem-solving. Achieved a 40% reduction in backlog while enhancing monitoring efficiency by 25%.I excel in cross-team collaboration, ensuring seamless support and improved customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

IT Operations Senior Analyst

Accenture
Gurugram
06.2024 - Current
  • Provided Level 2 support for Microsoft Teams, resolving 250+ tickets per month.
  • Diagnosed and resolved 95% of incidents within SLA, cutting backlog by 40%.
  • Developed 10+ knowledge base articles, reducing resolution time by 15%.
  • Automated routine checks, increasing monitoring efficiency by 25%.

App/Cloud Support Analyst

Accenture
Gurugram
12.2020 - 05.2024
  • Managed incident assignment, health checks, and monitoring for MSTEAMS, VIVA Engage, Copilot.
  • Reduced incident escalations through proactive issue resolution.
  • Improved team response efficiency by 20% through workflow automation.
  • Led cross-team collaboration initiatives, boosting efficiency by 25%.

Associate Software Engineer

Accenture
Gurugram
01.2019 - 11.2020
  • Collaborated with clients to understand project requirements.
  • Analyzed and shared relevant profiles based on client needs.
  • Assisted internal/external resources with onboarding.
  • Managed documentation, testing, implementation, and user support.

Education

B.Tech - Information Technology

Galgotia's College of Engineering And Technology
Greater Noida
06-2018

Skills

  • Windows
  • ServiceNow
  • Azure
  • MS Teams
  • Copilot
  • XR
  • SQL
  • Problem Solving
  • Incident Management
  • Collaboration
  • Customer service

Additional Information

Available for on-call support & shift-based operations. Passionate about IT service optimization & automation.

Certification

  • Microsoft Certified: Azure Fundamentals (AZ-900)

Timeline

IT Operations Senior Analyst

Accenture
06.2024 - Current

App/Cloud Support Analyst

Accenture
12.2020 - 05.2024

Associate Software Engineer

Accenture
01.2019 - 11.2020

B.Tech - Information Technology

Galgotia's College of Engineering And Technology

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Akansha Agarwal