Accenture, Handled L1 support along with incident management and reporting tasks., Validated incidents to make sure they are handled as per their correct priority., Initiated bridge calls and coordinated end to end in case of major incident reported., Provided multiple project support working under a Shared Service Desk model., Handled daily/weekly and monthly reporting for Incidents with intermediate use of MS Excel., Provided remote support through LogMeIn to resolve Desktop, Networking and Application related issues., Operated on ticketing tools such as ITSM, Service Now and HPSM., Handled monitoring through tools such as SCOM, NNMi, Xerox CentreWare and BSM., Handled account management through Active Directory., Worked towards training new hires., Working under the role of Service Management which includes Incident, and Change Management., Managing effective communication and coordinating interactions between Technical teams and Business users., Validating incidents to make sure they are handled as per their correct priority., Initiating Bridge Calls and coordinating end to end in case of major incident or change activity., Handling infrastructure change management and coordination end to end along with CAB presentation., Handling and managing escalations., Tracking Incidents and Changes through the Service Now Tool., Handling daily/weekly and monthly reporting for Incident/Problem/Change with advanced use of MS Excel & PowerPoint., Driving process improvements and innovation to reduce efforts and boost efficiency.