Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Kajal Singh

Bangalore

Summary

Results-driven Service Desk Engineer proficient in resolving IT-related issues and providing technical support. Expertise in troubleshooting Microsoft Outlook, Active Directory, and Windows operating systems. Committed to delivering excellent customer service in a fast-paced environment.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior System Engineer

Cognizant
Bangalore
09.2022 - Current
  • Effectively troubleshooted 90% of email issues on initial contact by addressing connectivity, synchronization, and mail flow problems.
  • Manage Active Directory user accounts, including creating, modifying, and disabling accounts, and maintaining accurate documentation.
  • Assist users with password resets, MFA setup, and account lockouts, ensuring compliance with company security policies.
  • Collaborate with senior engineers and escalate complex issues when necessary, reducing downtime by 20%.
  • Maintain detailed records of issues and solutions in ServiceNow, contributing to a knowledge base used by the team.
  • Created new user accounts in Active Directory with appropriate access rights.
  • Resolved user account problems in Active Directory.
  • Working for issues related to Office 365 like
  • Take responsibility for printer mapping, shared drive mapping, and network folder access.
  • Handled Windows upgrade and driver update issue.
  • VPN issues services and routing tickets related to various other software’s like (ORACLE, ADOBE, ZOOM, SAP)
  • Documented troubleshooting steps taken during incident resolution process.
  • Troubleshot hardware-related problems such as memory or disk errors on desktops and laptops.

Desktop Support Engineer

EY
Pune
07.2021 - 09.2022
  • Supported the IT team in handling basic troubleshooting tasks, including software installation, hardware setup, and network connectivity.
  • Assisted in maintaining the Active Directory by updating user information and managing group policies.
  • Helped with onboarding new employees by setting up their IT accounts, including Outlook and AD credentials.
  • Shadowed senior engineers to gain hands-on experience with more complex technical issues.
  • Contributed to the documentation of IT procedures.

Senior Associate

EXL
Noida
10.2018 - 07.2021
  • Worked in the Disbursement team of EXL for Prudential Financial.
  • Responsible for disbursing the amount of life annuity insurance to the users who have availed of this insurance.
  • Responsible for maintaining and analyzing data of the insurance claimed by the users.
  • Works on VMware Horizon Client software for better performance to work with the client.
  • Performed monitoring activities including analysis of monthly reports, as well as conducting trending analysis and review of Monthly Timeliness Reports.
  • Audits claims handled by the onshore and offshore teams.
  • Resolved customer complaints and ensured customer satisfaction.

Education

Bachelor of Science - Electrical, Electronics And Communications Engineering

Uttrakhand Technical University
Dehradun
05-2018

Intermediate School -

Shri Guru Ram Rai Public School
Dehradun
05-2014

High School -

Shri Guru Ram Rai Public School
Dehradun
05-2012

Skills

    Operating Systems: Windows 10/11, Windows Server 2016/2019, Mac

    Email Management: Microsoft Outlook, Office 365

    Directory Services: Active Directory, User Account Management

    Remote Support Tools: Remote Desktop, TeamViewer

    Ticketing Systems: ServiceNow, Salesforce

    Networking: TCP/IP, DNS, VPN

Certification

AZ-900 - Azure Fundamentals

AZ-104 - Azure Administration

Languages

Hindi
First Language
English
Proficient (C2)
C2

Accomplishments

  • Received “Rising Star” award from the client at EY.

Timeline

Senior System Engineer

Cognizant
09.2022 - Current

Desktop Support Engineer

EY
07.2021 - 09.2022

Senior Associate

EXL
10.2018 - 07.2021

Bachelor of Science - Electrical, Electronics And Communications Engineering

Uttrakhand Technical University

Intermediate School -

Shri Guru Ram Rai Public School

High School -

Shri Guru Ram Rai Public School

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Kajal Singh