Sunny Gupta

• Actively monitored IT infrastructure and managed Service Desk ticket queues, ensuring incidents and service requests were handled efficiently and within SLA targets.

• Assigned and escalated tickets to appropriate team members while maintaining regular communication with customers to ensure accurate documentation and timely resolution.

• Played a key role in Incident Management, identifying trends, minimizing impact, and coordinating resolution efforts across teams.

• Supported Change Management processes by reviewing and tracking change requests, ensuring minimal disruption to services.

• Utilized tools such as Swivel Portal and ServiceNow to manage authentication issues, track ticket statuses, and document resolutions.

• Maintained and delivered detailed weekly and monthly reports summarizing ticket metrics for continuous improvement.