Kajal Kumari
Patna
Summary
Enthusiastic IT Support Engineer with 6.5 years of experience in Service Desk operations, Incident & Request Management, and technical troubleshooting. Proficient in ITIL framework, ticketing tools, Windows environment, network basics, and remote desktop support, ensuring timely resolution of issues and smooth IT operations in enterprise-level organizations.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Service Desk Engineer L1
Zones Corporate Solution Pvt Ltd
Banglore
09.2023 - Current
- Managed IT service tickets via ServiceNow, Zendesk, Jira, and ManageEngine, achieving timely resolutions and maintaining SLA compliance.
- Provided L1/L2 technical support and escalated complex issues, facilitating user collaboration on platforms including AWS, Call Tower, Slack, and Microsoft Teams.
- Administered user accounts and access management in Microsoft Admin Center, including account creation, role assignments, updates, and deactivation.
- Delivered end-user device support for desktops, laptops, and mobile devices, performing troubleshooting, OS reinstallation, and optimizing performance.
- Managed Microsoft 365 and Azure administration, including license assignments, distribution lists, shared mailbox access, and Exchange Admin Center operations.
- Supported Microsoft Intune device management, including device enrollment, Autopilot configuration, MFA setup, and log monitoring.
- Coordinated with vendors for hardware repairs and replacements.
Information Process Specialist
Tata Consultancy services
Chennai
06.2019 - 12.2022
- Managed and resolved incidents through help desk ticketing systems while meeting SLA targets.
- Handled priority and escalated tickets to achieve swift and effective resolutions.
- Investigated customer tickets using reference numbers and delivered accurate solutions within defined service levels.
- Provided technical support to UK-based customers via phone, email, and chat, ensuring timely issue resolution.
- Monitored key performance indicators (KPIs) such as AHT, quality, SLA compliance, and productivity to ensure service excellence.
- Prepared performance reports highlighting Net Promoter Score (NPS), productivity, and utilization metrics to support performance evaluation.
- Communicated with customers before ticket closure to confirm resolution and maintain high customer satisfaction.
Education
MBA - Information Technology
Amity University
Noida, Uttar Pradesh, India12-2025
B.Com CA - Bachelor of Computer Application
Sri Krishna Arts And Science College
Coimbatore, Tamil Nadu, India04-2019
Skills
TECHNICAL SKILLS
Troubleshooting and Problem Solving
Excellent customer service skills and ability to communicate clearly with users
Network Administration and Maintenance
Operating System Installation and Configuration
Strong understanding of basic computer software
Remote Desktop Support
Active Directory Management
Firewall and Security Management
Backup and Disaster Recovery
Proficiency with ticketing system and service desk tools
Mobile Device Management
Excellent Communication Skills
SOFT SKILLS
Problem Solving and Troubleshooting
Time Management and Prioritization
Attention to Detail and Accuracy
Patience and Empath
- Adaptability and Flexibility
- Customer Service and Support
Technical Aptitude and Knowledge
Teamwork and Collaboration
Active Listening and Feedback Incorporation
Analytical and Critical Thinking
Stress Management and Resilience
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Tamil
Proficient (C2)
C2
Certification
Loan Eligibility Prediction system using ensemble learning techniques for financial decision support- Amity university
Developed a Loan Eligibility Prediction System using Ensemble Learning techniques during a project with EmpowerTech Solutions via Qollabb platform. Applied machine learning algorithms, data preprocessing, and model evaluation to support financial decision-making.
Developed a Loan Eligibility Prediction System using Ensemble Learning techniques during a project with EmpowerTech Solutions via Qollabb platform. Applied machine learning algorithms, data preprocessing, and model evaluation to support financial decision-making.
Summary
Dedicated IT service Desk Engineer leveraging a diverse array of tools and technologies, including ServiceNow, Jira, and Microsoft Azure and more, to enhance operational efficiency. Achieved proficiency in AI-based solutions and productivity automation through hands-on experience in an AI Tools Workshop. Focused on delivering innovative solutions and support across various platforms, ensuring seamless user experiences.
Timeline
Service Desk Engineer L1
Zones Corporate Solution Pvt Ltd
09.2023 - Current
Information Process Specialist
Tata Consultancy services
06.2019 - 12.2022
MBA - Information Technology
Amity University
B.Com CA - Bachelor of Computer Application
Sri Krishna Arts And Science College