Nitisha Tiwari
Chennai,TN
Summary
Results-driven IT professional with extensive experience in support, process management, and operational oversight. Adept at leveraging in-depth knowledge of ServiceNow, ITIL, ITSM, Microsoft Azure, and Active Directory to troubleshoot complex issues and ensure swift resolutions. Proven track record in optimizing efficiency by adhering to service level agreements (SLAs) and implementing best practices. Skilled in performing quality audits, managing team performance, and providing actionable feedback to drive continuous improvement. Experienced in internal training, knowledge management, and effective incident and ticket management. Strong collaborator with a demonstrated ability to escalate and resolve challenging technical issues while enhancing overall service delivery.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Lead
Cognizant Technology Soutions
07.2023 - Current
- Assisted team members with technical aspects and process challenges, fostering a collaborative and efficient work environment.
- Possess in-depth knowledge of ServiceNow, ITIL, ITSM, Microsoft Azure, and Active Directory and Device Management Intune contributing to troubleshooting efforts and ensuring swift resolution of technical issues.
- Oversee daily operations, ensuring adherence to service level agreements (SLAs) and implementing best practices to optimize efficiency.
- Performed 100 process quality audits per week for the entire team, provided feedback to the concerned team members, and contributed to increasing quality scores.
- Generating detailed reports in ServiceNow on team performance, ticket metrics, SLA adherence, and overall queue status.
- Utilizing AWS software to monitor calls, track SLA performance, and listen to live call interactions.
- Monitored the agents' queue, approved breaks, and checked the day's SLA to maintain service standards.
- Managed a team, analyzed their performance weekly, conducted sessions and team meetings, reviewed their performance and appraisals, and motivated them to perform better.
- Proactively identified and addressed operational challenges, reducing downtime and enhancing overall service delivery.
- Provided internal training to team members and new joiners to ensure continuous skill development and knowledge sharing.
- Collaborated with other IT teams to escalate and resolve complex technical issues promptly. Monitored service desk performance metrics and implemented improvements to meet SLAs.
- Acted as a point of escalation for challenging technical issues and provided hands-on assistance when necessary. Conducted regular performance evaluations and provided constructive feedback to team members.
- Created major incident tickets and coordinated with the SOC team regarding outages as needed.
- Maintained a knowledge base and documentation to ensure accurate and efficient problem resolution.
- Checked tickets created each day and provided feedback to the respective agents on their performance.
- Managed unassigned and on-hold tickets in the queue, ensuring timely resolution.
- Conducted weekly huddles for process updates and monthly assessments to check team members' process knowledge.
Senior Systems Engineer
Cognizant Technology Soutions
05.2021 - 07.2023
- Service Desk Analyst for Con Edison Employees: Address and resolve technical issues faced by Con Edison and Orange and Rockland employees related to the organization's systems, applications, and software via calls, chats, emails and self-service incidents.
- Create and document detailed tickets for all calls, chats and emails ensuring comprehensive records of the reported issues.
- Utilize remote access tools to troubleshoot and resolve basic system issues, coordinating with LAN admins for physical attention when necessary.
- Managing Azure MFA, and account MFA to login to Citrix Workspace to ensure the proper functionality of 2FA Authentication.
- Managing user accounts on Active Directory and Azure Active Directory for all required profiles for the client.
- Worked on the tools such as Service now, SDAU, Active Directory, Splunk, Multi factor Authentication application, Microsoft Azure End point manager.
- Worked on outages and escalations whenever necessary.
Associate -Technical Support
Tech Mahindra
02.2020 - 04.2021
- Provided high-quality technical support to customers via phone resolving issues related to Telstra's telecommunications services, including voice, internet access, and television pay.
- Diagnosed and troubleshot technical problems related to hardware, software, and network issues, achieving a 100% first-call resolution rate.
- Documented customer interactions and technical solutions using SIAM tool to maintain accurate records and facilitate future support.
- Successfully achieved daily ticket resolution targets, showcasing efficiency and dedication in managing a high volume of service-related issues.
- Specialized in troubleshooting internet and voice-related issues through systematic testing procedures, ensuring the resolution of technical challenges service providers face.
- Played a key role in Telstra's wholesale business, addressing and resolving service issues to maintain a seamless communication network for end-users.
Assistant Manager
IndusInd Bank
02.2018 - 11.2019
- Handled inbound calls for IndusInd Bank customers, focusing on pitching debit cards, credit cards, and loan options to create new opportunities
- Recognized as Employee of the Month for achieving the highest sales performance.
- Managed account transactions and KYC processes, and used Finacle software to create and manage tickets.
Education
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Synergy Institute of Engineering & Technology
Odisha05.2016
Higher Secondary Certificate (ISC) - Pure Science With Biology Maths
Gulmohar High School
Jamshedpur, India04.2012
Secondary School Certificate (ICSE) - All Subjects For ICSE
Gulmohar High School
Jamshedpur, India03.2010
Skills
- ServiceNow
- ITIL
- ITSM
- Microsoft Azure
- Active Directory
- Team Leadership and Management
- SLA Management
- Training and Development
- Generating reports on service now
- Incident Management
- Service Desk Operations
Certification
- ITIL Certification
- ITSM
- Microsoft Certified: Azure Fundamentals
- ServiceNow Certified System Administrator
- AWS Cloud Security
- Active Directory Admin
- Device Management Intune
Timeline
Technical Lead
Cognizant Technology Soutions
07.2023 - Current
Senior Systems Engineer
Cognizant Technology Soutions
05.2021 - 07.2023
Associate -Technical Support
Tech Mahindra
02.2020 - 04.2021
Assistant Manager
IndusInd Bank
02.2018 - 11.2019
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Synergy Institute of Engineering & Technology
Higher Secondary Certificate (ISC) - Pure Science With Biology Maths
Gulmohar High School
Secondary School Certificate (ICSE) - All Subjects For ICSE
Gulmohar High School
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