Archana R.

5+ years of work experience

Jun 20242 yrs 1 moPresent

Handle escalated tickets from L1 support and provide advanced technical resolution (30–40 tickets daily). Troubleshoot complex desktop, laptop, and remote access issues for enterprise users. Resolve incidents within defined SLA timelines while maintaining 95%+ compliance. Diagnose and resolve Windows 10/11 operating system issues. Troubleshoot application errors including MS Office, Outlook, VPN, and Citrix. Resolve network connectivity issues (LAN/Wi-Fi/VPN). Troubleshoot printer and peripheral device issues. Support Active Directory tasks including user account unlock/reset and access provisioning/deactivation. Handle Remote Desktop (RDP) and VPN configuration/troubleshooting. Update and manage incidents in ServiceNow ticketing tool. Maintain and update Knowledge Base (KB) articles for recurring issues. Track recurring incidents and suggest process improvements to reduce repeat tickets. Utilize Bomgar remote tool for secure remote troubleshooting support.

Mar 20231 yr 1 moMar 2024

Vikhroli

Mar 20231 yr 1 moMar 2024

Provided enterprise broadband and network troubleshooting support. Logged, categorized, and prioritized incidents as per SLA guidelines. Performed desktop and application-level troubleshooting. Coordinated with backend teams for complex issue resolution. Maintained high customer satisfaction and service quality metrics.

Jan 20212 yrsDec 2022

Thane, Maharashtra, India

Jan 20212 yrsDec 2022

Installed and configured hardware, operating systems, and software applications. Provided remote troubleshooting for desktop and MS Office-related issues. Assisted users with email configuration and system access problems. Maintained accurate documentation of incidents and resolutions. Ensured adherence to IT service management standards.