Sanjana Jhamb
Gurugram
Summary
Service desk engineer with more than 5 years of experience in L1 & L2 support. Excellent reputation for resolving hardware and software issue, improving user's satisfaction and driving overall operation improvement and maintaining the assigned SLA.
Overview
6
6
years of professional experience
Work History
Consultant
Concentrix
Gurgaon
06.2025 - 08.2025
- I got trained and worked on Hyper-V, clustering, Active Directory, and storage.
Senior Service Desk Analyst
Encore Capital Group
Gurugram
06.2024 - 06.2025
- Assisted over 1000+ international users on call, chat and email with ITSM for incident and service request management.
- Supported software such as MS Teams, Outlook, MFA, Printer, Network Printer, Active Directory, and AZURE Active Directory.
- Created and managed distribution list mailboxes, groups, and security groups, and modified delegations as requested.
- Maintained various software and upgraded equipment when necessary.
- Monitored to maintain or reduce the queue size.
- Managed company portal and Intune setup on laptops and mobile devices.
- Handled network and server-related issues.
- Conducted remote sessions to resolve technical issues using Bomgar and SSCM.
Associate Consultant, System Engineer, Service Desk
Deloitte
07.2023 - 03.2024
- Assisted in Trouble shooting technical problems at different level of complexity.
- Incident handling as per the criticality and priority of incidents.
- Escalation handled and communication with stakeholders for continuous Improvement plan.
- New device Enrollment, MFA, Intune setup.
- Exchange admin, Mailbox, Distribution Creation, Modification, email delegation and handled OneDrive issues.
- Share point Access, Network Drive mapping, Printer Setup and Application push using SCCM Tool.
Associate Consultant
Capgemini
04.2023 - 09.2023
- Company Overview: (Project - Bloomin Brands)
- Assisted in troubleshooting technical problems at various levels of complexity.
- Handled incidents based on their criticality and priority.
- Managed escalations and communicated with stakeholders for continuous improvement plans.
- Enrolled new devices, set up MFA, and configured Intune.
- Administered Exchange, created and modified mailboxes and distributions, delegated emails, and resolved OneDrive issues.
- (Project - Bloomin Brands)
Senior Analyst
Accenture
Gurgaon
04.2021 - 04.2023
- Company Overview: (Project - Hitlon)
- Ensured SLA compliance, hosting client calls, and driving CSAT improvements.
- Active participation in daily SCRUM meetings.
- RCA correlation and team strategy enhancement.
- Maintained comprehensive documentation.
- Conducted CSAT checks and liaised with internal functions.
- Effective issue resolution and report creation.
- Input on new product developments.
- Proficiently handled escalation calls.
- Mentoring and prioritization for unresolved issues.
- (Project - Hitlon)
Technical Support
Concentrix
06.2019 - 04.2021
- Company Overview: (Project - HP)
- Basic understanding of the inter-relationship of software, hardware, and communication hardware.
- Good listening skills & ability to analyze and solve technical problems related to sales-related laptops, desktops, and printers.
- Troubleshooting skills for printers and network issues.
- Experience supporting LANs, PC operating systems, and desktop software.
- Experience using a variety of PC software including Microsoft Office Suite.
- (Project - HP)
Education
B.Tech/B.E. - Computers
Maharishi Dayanand University
Rohtak01.2018
12th -
Haryana Board of School Education
01.2013
Skills
- Incident Management
- VDI
- Remote Support
- O365
- Outlook
- MS Teams
- Service now and Remedy
- Network Printer
- Intune Management
- Azure Active Directory
- MFA & OKTA authentication
Projects
Blooming Brands, 01/23, 12/23, Worked as associate consultant for 153 days. Worked on ServiceNow to create tickets for different technical issues such as printer issues, WAN down, LAN down, and server issues. Managed the Service Desk team and evaluated performance. Managed all escalations related to Service Desk with site SDMs. Managed all vendors related to Service Desk. Managed SLAs and KPIs on a monthly basis. Participated in hiring of service desk resources at lead level. Ran daily, weekly, and monthly meetings related to Service Desk. Ensured all updates were shared with all Service Desk teams. Created reports from all tools of Service Desk. Responsible for knowledge management related to Service Desk.
Timeline
Consultant
Concentrix
06.2025 - 08.2025
Senior Service Desk Analyst
Encore Capital Group
06.2024 - 06.2025
Associate Consultant, System Engineer, Service Desk
Deloitte
07.2023 - 03.2024
Associate Consultant
Capgemini
04.2023 - 09.2023
Senior Analyst
Accenture
04.2021 - 04.2023
Technical Support
Concentrix
06.2019 - 04.2021
B.Tech/B.E. - Computers
Maharishi Dayanand University
12th -
Haryana Board of School Education
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