Manusha S

Company:DXC Technology (formerly Hewlett Packard Enterprise)
Duration: October 2021 – Present

• Led floor support and performance monitoring for new joiners across multiple global processes
• Monitored and managed ticket queues (On-hold, WIP, New, Self-service) with SLA compliance
• Handled P1/P2 incident management, initiated bridge calls, and coordinated with tech teams
• Performed root cause analysis (RCA) for escalations and recurring issues
• Created and maintained knowledge base articles and support templates
• Supported knowledge transfer for multiple batches of new hires, where everyone has excelled and cracked the UATs
• Provided SME support to agents, resolved complex issues, and escalated appropriately
• Managed team roster, login/logout tracking, and daily reporting to ensure compliance and transparency
• Handled the scorecard report of the team and have always been readily available with analyst performance information
• Supported process improvement plans in collaboration with team leads
• Worked with the automation team to streamline and automate daily reports and repetitive processes
• Recognized as the "Iron Lady" of the team for managing solo night shift operations across three processes.

Technical Skills

• Tools: ServiceNow, SolarWinds, Active Directory, Microsoft Admin Center, Microsoft Office, AS400, Printer Management
• Cloud & Platforms: Azure, O365 Admin, OneITSM, HPSM, Mainframe, Putty
• Networking: CCNA Certified; OSPF, EIGRP, RIP, VLAN, Trunking, VTP

Interested and open to learn new languages, since I have a keen interest towards programming.

Company: Fidelis Corporate Solutions Pvt Ltd
Client: DXC Technology
Duration: February 2019 - September 2021

• Created/modified user accounts, security groups, and distribution lists to protect sensitive company data
• Built user profiles, managed password resets, computer setups, and domain join tasks using Active Directory
• Managed VPN access via F5 VPN; analyzed and resolved Exchange Server email issues
• Supported printer server configurations and troubleshooting
• Provided multi-channel customer support (voice, chat, email) to ensure timely ticket resolution