ASHA C N
Bangalore
Summary
Technical specialist with over 10 years of experience in IT service management, incident management, and service desk operations. Certified in ITIL Foundation with expertise in ticketing systems, performance reporting, and asset management. Achievements include a 20% reduction in incident resolution time and a 30% increase in customer satisfaction through automation and proactive monitoring.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Specialist
HCL Technologies
Bangalore
02.2024 - Current
- Lead a team of 8 Support Engineers to ensure SLA adherence and service excellence.
- Manage user service requests via ServiceNow including software installation, device setup, and troubleshooting.
- Improved incident turnaround time through structured reporting and early routing mechanisms
- Perform proactive floor walks to identify and mitigate potential IT issues.
- Oversee asset management lifecycle including allocation, tagging, inventory tracking, and disposal.
- Conduct bi-weekly stakeholder meetings to anticipate business requirements.
- Generate monthly performance reports and quarterly scorecards.
Helpdesk Analyst
NTT DATA Global Delivery Services
12.2021 - 02.2024
- Managed escalations and resolved VIP incidents within SLA timelines.
- Directed a team of 30 service desk professionals across call, email, chat, and ticket channels.
- Developed CSAT reports and implemented training programs to improve customer satisfaction by 30%.
- Designed shift schedules and workload allocation strategies to optimize productivity.
- Documented and managed incidents using ITSM tools in alignment with ITIL processes.
- Administered Office 365, Teams, Outlook, and Cisco Softphone support.
Associate Engineer
Quess Corp
10.2018 - 07.2019
- Provided remote desktop support for international users.
- Resolved Outlook, application, VPN, and server-related issues.
- Managed user account creation, password resets, and access control.
- Monitored network and server performance.
- (Client: Monster)
Associate Engineer
Quess Corp
01.2018 - 09.2018
- Delivered remote troubleshooting and software installations.
- Configured laptops and devices prior to deployment.
- Ensured SLA compliance through daily call monitoring and ticket closure.
- (Client: Decathlon)
Helpdesk Coordinator
Renovision Automation Pvt. Ltd
06.2017 - 12.2017
- Served as first point of contact for managed service customers.
- Conducted remote diagnostics and incident resolution.
- Prepared MIS reports and highlighted recurring issues to stakeholders.
- (Client: Klueber Lubrication India)
Associate – Network Management
Wipro Infotech Ltd
12.2013 - 04.2015
- Monitored Multi-WAN networks and ensured uptime.
- Performed network troubleshooting and daily administration tasks.
- Coordinated with NOC and stakeholders for timely issue resolution.
- (Client: National Informatics Centre)
Education
Bachelor of Engineering - E&E
Bapuji Institute of Engineering & Technology
Davanagere01-2013
Skills
- ITIL framework and ITSM tools
- Incident and problem management
- Change management and service desk operations
- SLA and KPI monitoring
- Ticketing systems and asset management
- Inventory management and remote desktop support
- VIP support and escalation handling
- Knowledge management and documentation
- Customer satisfaction improvement
- Team leadership and training
- Operating systems and directory services
- Collaboration and security tools
- Network tools
Websites
Certification
- ITIL Foundation in IT Service Management.
Timeline
Technical Specialist
HCL Technologies
02.2024 - Current
Helpdesk Analyst
NTT DATA Global Delivery Services
12.2021 - 02.2024
Associate Engineer
Quess Corp
10.2018 - 07.2019
Associate Engineer
Quess Corp
01.2018 - 09.2018
Helpdesk Coordinator
Renovision Automation Pvt. Ltd
06.2017 - 12.2017
Associate – Network Management
Wipro Infotech Ltd
12.2013 - 04.2015
Bachelor of Engineering - E&E
Bapuji Institute of Engineering & Technology