Harsha Singh

• Manage incidents, service requests, and change management workflows.

Create, track, and update tickets ensuring timely resolution within SLAs.

Support automation of IT service processes and ensure compliance with organizational standards.

• Salesforce & SAP:

Provide hands-on support and troubleshooting within Salesforce CRM and SAP applications.

Assist with user access, data management, and process configuration.

Liaise with business stakeholders for issue resolution and process improvements.

• Identity & Access Management:

Utilize tools like ADMIN.NET for user account creation, modification, and deactivation.

Manage shared drive access requests and permissions in compliance with security guidelines.

Handle role-based access requests ensuring proper authorization levels.

• Mailbox & Group Administration:

Use WAMS and DWGM portal to create shared mailboxes and manage distribution groups.

Provide access to mailing groups based on business requirements.

Ensure accuracy and audit readiness for group memberships.

• Specialized Tools & Platforms:

Work with Xentry Portal and Alice tools for specialized business processes and troubleshooting.

Collaborate with cross-functional teams for issue analysis, testing, and solution deployment.

• Process Excellence & Documentation:

Identify opportunities for automation and efficiency improvements across platforms.

Maintain detailed knowledge base articles, SOPs, and technical documentation.

Ensure compliance with IT security, data protection, and audit requirements.

• Core Skills:

Strong knowledge of ServiceNow workflows and ITIL processes.

Proficiency in Salesforce, SAP, and enterprise collaboration tools.

Hands-on experience in identity and access management.

Ability to manage multi-tool environments (Xentry, Alice, ADMIN.NET, WAMS, DWGM,SAP).

• Improved system stability by conducting thorough code reviews and implementing robust testing protocols.
• Increased software development efficiency by implementing Agile methodologies and streamlining team communications.
• Effectively managed project risks by identifying potential issues early on and developing contingency plans accordingly.
• Maintained strong partnerships with external vendors to ensure timely delivery of resources and support, leading to successful project completions.

• Worked as a software executive for HP products, by attending incoming calls, chats or email, primarily, for India, North America and Canada region
• Resolving issues addressed by the end-user through remote connectivity or escalating the case to the higher matrix of the organization, within SLA
• Monitoring tickets generated by the end user and keeping the end-user informed about the tickets raised by them through, emails or calls
• Guided organizational technology strategy and roadmaps where I found certain resolutions for the issues brought up by the end-user and addressed to the higher team, which was later taken into the official process
• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.