Summary
Overview
Work History
Education
Skills
DECLARATION
Timeline
Generic

Sreelakshmi T P

Kerala, Kochi

Summary

Dynamic IT Analyst with proven expertise at HCLTech in delivering exceptional technical support and troubleshooting complex network issues. Adept in ServiceNow and ITIL frameworks, I excel in managing SLAs while ensuring customer satisfaction through effective communication and problem-solving skills. Committed to enhancing operational efficiency and knowledge sharing.

Overview

4
4
years of professional experience

Work History

IT Analyst

HCLTech
Bangalore
03.2023 - Current
  • Provide technical support to end users through chats, emails & calls, troubleshoot issues related to software, hardware & network issues
  • Collaborate with internal teams to resolve complex technical issues, Escalate tickets to L2 and L3 as appropriate and follow up on resolution
  • Meeting defined SLA for ticket volume and resolution time
  • Contributing to the knowledge base by documenting solutions and best practice, keen to work on complex issues , leveraging research skills to identify effective solutions
  • Experienced with ticketing system , proficient in using various remote support tools and have a good understanding of ITIL framework
  • Strong communication skills and flexible to adapt in 24*7 to work under pressure and manage tight deadlines or unexpected changes

Service Desk Engineer

Innovative DigiTech Services
Bangalore
12.2021 - 01.2023
  • Work on Experience of Windows 7, Windows 8 & 10 Installation, Customization and Administration.
  • Knowledge In: Setting up Wireless NIC, Local and Network Printer Setting and Configuration.
  • MS Outlook Configuration, Backup and Restore Process.Remote Management through Team Viewer, VNC & Ammy Admin to solve Windows and software Installation.
  • Installation of various software, Application and Utilities.

Education

MCA

Cochin University of Science And Technology
Kochi
05-2018

BCA

Amrita School of Arts And Sciences
Kochi
05-2016

Skills

  • Technical support
  • Network troubleshooting
  • ServiceNow
  • Software installation
  • Remote management
  • Ticketing system
  • ITIL framework
  • Customer service
  • SLA management
  • Information security
  • Proficient in MS office
  • Effective communication

DECLARATION

I hereby declare that the above given information is truth in the best belief of my knowledge and if you give me a chance to work under your kind control. I will try to satisfy you with my hard work, ability and behaviour.

Timeline

IT Analyst

HCLTech
03.2023 - Current

Service Desk Engineer

Innovative DigiTech Services
12.2021 - 01.2023

MCA

Cochin University of Science And Technology

BCA

Amrita School of Arts And Sciences

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Sreelakshmi T P