Summary
Overview
Work History
Education
Skills
Certification
Languages
Awards
Key Skills & 6+ years’ Experience Summary
Websites
Accomplishments
Languages
Timeline
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SHREYA JAGGI

Ghaziabad

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior IT Support Engineer

Signode India Ltd
Delhi
04.2025 - Current
  • Provided technical support for hardware and software issues across multiple departments.
  • Resolved system outages and ensured timely restoration of IT services for users.
  • Trained junior staff in troubleshooting techniques and customer service best practices.
  • Managed user accounts and permissions within company systems and applications.
  • Documented IT processes and maintained knowledge base for future reference.
  • Developed user accounts and assigned privileges on the local area network as well as remote access systems.
  • Created documentation for IT operations procedures and processes.
  • Implemented security measures to protect against unauthorized access or modification of data stored on the network.
  • Participated in regular meetings with other IT staff members to discuss upcoming projects or initiatives.
  • Resolved complex technical problems by researching solutions online or via vendor support channels.
  • Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.

User Experience/Level 2 IT Support Engineer

RAIDATech
04.2022 - 01.2025
  • Collaborate directly with clients, programmers, and designers to identify and simplify software complexities, reducing cognitive fatigue and frustration while enhancing satisfaction. Incident Ticketing Tools: JIRA
  • Swiftly address and resolve client complaints, offering timely solutions and alternatives, and ensuring follow-up to achieve efficient resolutions, and ensure meeting SLAs.
  • Resolved technical issues for end-users via phone and remote support.
  • Provided training sessions for staff on new software applications and updates.
  • Led cross-functional team projects to improve system efficiency and reduce downtime.
  • Developed and maintained comprehensive documentation for troubleshooting and system configurations.

Support Executive

BolsterBiz
Delhi
11.2020 - 12.2021
  • Delivered Fintech app solutions to US end users via Live Chat and Email channels.
  • Proficiently managed user accounts, including creation and permissions assignment.
  • Addressed and resolved Level 2 escalated emails, ensuring utmost client satisfaction, and enhancing service promotion and retention. Ticketing Tools: Zendesk

IT Service Desk Associate

NTT Data Services
05.2019 - 10.2020
  • First point of contact for US healthcare professionals, offering technical support for medical machines through phone, live chat, and email.
  • Conducted thorough analyses, aiding the technology team in issue escalation and resolution.
  • Tracked and upheld KPIs, ensuring top-notch CSAT scores. Ticketing Tools: ServiceNow

Customer Service Representative

EXL Services
07.2016 - 01.2017
  • Managed customer inquiries and issues as a CSR for the Allstate Client in the USA.
  • Addressed and resolved client service concerns, contributing to retention efforts and sales growth.
  • Demonstrated a positive attitude while assisting a high volume of customers daily, consistently prioritizing customer satisfaction. Tools: CRM software

Education

B.Tech - Biotechnology

IMS Engineering College
Ghaziabad, India
01.2016

Skills

  • Process documentation
  • Multitasking
  • Problem Solving
  • Interpersonal Skills
  • Office365 (Word, Excel, PowerPoint)
  • Azure AD/ Active Directory
  • VPN, Network, Desktop, Microsoft
  • Exchange Online and SharePoint, Cloud
  • Incident Management & KPI Tracking
  • Google Workspace Management
  • Administration and User Management

Certification

Completed ITIL v3/v4 from NTT Data Services, demonstrating expertise in IT Service management methodologies.

Languages

Languages Known: English & Hindi

Awards

Star Performer Award at NTT Data Services, in recognition of exceptional contributions and outstanding performance.

Key Skills & 6+ years’ Experience Summary

  • Proficient with Service Desk/ITIL tools such as ServiceNow, Jira Service Management, Microsoft Dynamics365, Freshservice, Zendesk and related platforms.
  • Solid understanding of ITIL principles and practices.
  • Excellent verbal and written communication for handling support tickets and assisting end-users.
  • Ability to convey technical concepts to non-technical users.
  • Analytical Abilities: Diagnosing and resolving technical issues efficiently.
  • Identifying patterns in recurring problems to prevent future issues.
  • Track record in developing end-user support frameworks to consistently meet SLAs (Service Level Agreements).
  • Extensive experience in application support, ensuring optimal performance and resolution of issues.
  • Comprehensive knowledge of computer hardware, including [add specifics, e.g., desktops, laptops, servers, etc.].
  • Skilled in managing and troubleshooting desktop and server operating systems, including [specify systems, e.g., Windows, Linux, macOS].
  • Microsoft Office 365: Extensive experience with Office 365 toolsets, ensuring seamless productivity and collaboration.
  • ITSM/ITIL Framework: Proficient in using ticketing systems for knowledge management, incident handling, service requests within ITIL-aligned processes.
  • Adaptability: Comfortable working in a fast-paced, dynamic environment.
  • Quick learner for new tools, processes, and technologies.
  • Training & Development: Experience creating knowledge based and resolution articles and for associates.

Accomplishments

  • Star Performer Award in Q1 at NTT Data Services

Languages

English
First Language

Timeline

Senior IT Support Engineer

Signode India Ltd
04.2025 - Current

User Experience/Level 2 IT Support Engineer

RAIDATech
04.2022 - 01.2025

Support Executive

BolsterBiz
11.2020 - 12.2021

IT Service Desk Associate

NTT Data Services
05.2019 - 10.2020

Customer Service Representative

EXL Services
07.2016 - 01.2017

B.Tech - Biotechnology

IMS Engineering College

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