Muskan Chimpa
Sri Ganganagar
Summary
Skilled Specialist with expertise in project management, problem-solving and team leadership. Strengths lie in ability to efficiently manage multiple tasks, develop strategic plans and ensure successful execution of operational goals. Previous experience led to significant improvement in workflow processes and overall performance efficiencies. Demonstrated skills include adaptability, negotiation and strong communication abilities.
Overview
5
5
years of professional experience
Work History
Specialist
HCL Tech
Noida
12.2025 - Current
- Supported troubleshooting efforts for client software and hardware issues.
- Provided technical support for customers in resolving complex issues.
- Analyzed customer requirements to deliver tailored solutions efficiently.
- Coordinated with other departments to ensure efficient workflow processes.
- Maintained accurate records of customer interactions and feedback.
Support engineer
DIN Engineering Services LLP
Noida
05.2024 - Current
- Strong understanding of Incident, Problem and Change and collaborated closely with Incident Management Teams and Service Management Teams.
- Ensure that Incidents/Problem assigned to the Support Groups are managed, investigated, tracked to resolution in timely manner and within predefined SLA and that service is restored.
- Assessment of impact and severity of incidents, real-time decision making to escalate as necessary based on predefined procedures.
- Maintaining SLA's - regular monitoring, timely communication with stakeholders and proactive issue resolution to ensure adherence to agreed-upon standards.
- Providing Technical support to the Admins/System admins of the Organizations related to Adobe sign UI.
- Helping System admins with SSO set-up, domain claiming, Integration and Azure sync.
- Working as support engineer for Adobe, Inc.
IT Helpdesk Associate
NTT Data and services
Greater Noida
08.2022 - 05.2024
- Maintained and updated all the details of service agreement with clients, Measured and developed service level targets against Best-in-class benchmarks.
- Manage critical situations with the goal of reducing outage time and delivering world class service to our customers.
- Analyze, capture and documents incidents and service requests.
- Resolved issues by researching, documentation; troubleshooting hardware & software issues, Guiding clients through corrective steps; escalating problems to the second level; tracked the status of Problems and solutions.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
- Greater Noida.
Technical support Consultant
Teleperformance DIBS
Jaipur
08.2021 - 08.2022
- Salesforce CRM : Hands on experience in maintaining user profiles, workflows, dashboards on Salesforce.
- Provided technical support to end-users facing issues with the product or Windows/Mac devices related to software and hardware via outbound calls for escalated issues.
- Maintaining records and documenting incident details, response actions and resolutions for reference and reporting purposes on ServiceNow and Salesforce.
- Handled Various issues ( system slowness , BSOD, browser, keyboard, mouse, screen , network , Wi-Fi ).
- Developed a knowledge base of common issues and solutions to improve customer self-service and reduce the need for technical support.
- Jaipur.
Education
Bachelor's of commerce -
Kanoria PG college
Jaipur06.2021
Skills
- Customer satisfaction
- Incident management
- Problem management
- Change management
- Active Directory
- Citrix workspace
- Office 365
- SSO setup
- Azure sync
- API/Integration
- Domain claiming
- Knowledge documentation
- Root-cause analysis
Timeline
Specialist
HCL Tech
12.2025 - Current
Support engineer
DIN Engineering Services LLP
05.2024 - Current
IT Helpdesk Associate
NTT Data and services
08.2022 - 05.2024
Technical support Consultant
Teleperformance DIBS
08.2021 - 08.2022
Bachelor's of commerce -
Kanoria PG college