Swetha E

Service desk analyst-Monitored and managed incidents through [specific tools, e.g., ServiceNow, JIRA], ensuring SLA compliance and timely resolution

Successfully managed and resolved high-priority incidents, ensuring minimal impact on business operations and achieving consistent SLA adherence.

Acted as a key liaison between the service desk, technical teams, and stakeholders to streamline communication and expedite resolution times.

Conducted training sessions for junior support staff to enhance their technical capabilities and improve overall team efficiency.

Received [specific recognition, e.g., “Employee of the Month” or “Outstanding Service Award”] within the first year for exceptional performance and dedication.

Played a pivotal role in improving the service desk knowledge base, enhancing first-contact resolution rates by [specific %/impact].

Provided advanced troubleshooting for Lenovo laptop hardware and software issues, ensuring swift resolution for end-users and enterprise

Regularly monitor IT systems to preemptively detect and address potential disruptions.

Identify and resolve technical concerns in real time, ensuring minimal downtime.

Debug system errors and implement permanent solutions to recurring issues.

Worked on Microsoft dynamics 365 tool.

Delivered expert guidance on diagnosing issues related to system performance, network connectivity, driver compatibility, and firmware updates.

Configure and maintain user systems, applications, and access permissions.

Manage the deployment of new IT devices, systems, and tools with precision.

Maintain an organized record of support tickets, resolutions, and system configurations.

Create and share knowledge base articles to empower users and streamline future support requests.

• Routers and Switch configuration, Working on Ticketing tools
• Hands on experience with Microsoft application tools like word and excel
• Networking and Technical support experience
• Working knowledge of Routers and switchers
• Working knowledge of switching and routing protocols.
• Knowledge of VLAN, routing, troubleshooting, etc
• Support the local network (Switch, firewall, routing, link and data management, etc.)

• Handling of VVPAT PCB assembling, Testing knowledge of EVM Machines
• Working knowledge of SAP Material Management Module
• Sap application claims of engineer, mo creation, gate pass.