PRIYA SHEKAR
TECHNICAL SUPPORT ENGINEER
Bangalore
Summary
A dedicated SW/App/Cloud Support Engineer with a strong background in providing technical support and customer service. Skilled in troubleshooting hardware and software issues, managing service requests, and resolving incidents efficiently. Proven ability to communicate effectively with users, prioritize tasks, and escalate complex issues when necessary. Proficient in IT service management tools and maintaining accurate records of service requests. Dedicated to ensuring a seamless and positive experience for end-users while supporting overall IT operations.
Overview
6
6
years of professional experience
Work History
Cloud Support Analyst
Accenture Solutions
10.2022 - Current
- Proficient in ServiceNow platform administration, configuration, and development.
- Worked as an SME (Subject Matter expert) by handling a team of 25 agents
- Handling responsibilities like managing, processing, and resolving IT service requests, incidents, and problems using the ServiceNow platform.
- Collaborating with various teams to troubleshoot and resolve technical issues.
- Working on backlog, following up by providing timely updates to users regarding the status of their tickets.
- Ensuring compliance with service level agreements (SLAs) and response time targets.
- Maintaining accurate and up-to-date ticket records in the ServiceNow system.
- Creating and maintaining knowledge base articles to facilitate self-service for common issues.
- Pulling reports from Service Now to identify the SLA Downtime times and providing solutions for improvements.
- Assisting in the testing and implementation of new features or enhancements to the ticketing system.
- Perform installation, configuration, migration, upgrading and managing the application.
- Categorizing and prioritizing tickets based on their urgency and impact on business operations.
Accenture Solutions - Contractor Trigent Private Limited
07.2021 - 09.2022
- Managing incident which includes P3 and P1 Major incidents and Service Request using ticketing tool such as Service Now and CSM
- Collaborating with various teams to troubleshoot and resolve technical issues
- Ensuring compliance with SLAs and response time targets
- Troubleshooting and on issues related to AD, LAPS, Servers, Terminal servers, IDM and MFA
- Proven track record in leading and managing a customer service team to achieve exceptional customer satisfaction under customer service management platform (CSM)
- Receiving and logging tickets under ServiceNow from users and stakeholders.
- Troubleshooting and on issues related to Active Directory, LAPS servers, Terminal Servers, Identity Management (IDM) and Multi-factor Authenticator, providing timely support to end-users
- Answering customer inquiries and providing support over the phone in a professional and courteous manner
Operations Associate
Concentrix
02.2020 - 01.2021
- Proven expertise in developing and executing customer retention strategies to boost loyalty and reduce churn.
- Skilled in analysing customer data and feedback to identify trends and implement targeted engagement initiatives.
- Committed in delivering exceptional customer experiences and driving long-term engagement
Education
Bachelor - Computer Sciences (BCA)
SMT VHD Home Sciences
Bangalore, KarnatakaSkills
ServiceNow, CSM
Active Directory
SLA &OLA
SCCM & RDP
Share point
Printers
Remote Support
Office 365
OS- Windows, Linux
TCP/IP, DNS, VPN, Networking
Team Management
Splunk, Solar winds
Intune MDM
Incident management
Problem Solving
Application support
Declaration
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief. I am committed to presenting all necessary documents to verify the same when required.
Timeline
Cloud Support Analyst
Accenture Solutions
10.2022 - Current
Accenture Solutions - Contractor Trigent Private Limited
07.2021 - 09.2022
Operations Associate
Concentrix
02.2020 - 01.2021
Bachelor - Computer Sciences (BCA)
SMT VHD Home Sciences