Started as pioneer for L1 Service Desk then got promoted as L2 Service Desk after 6 months, where I have supervised and trained the Global mailbox team and provided 2nd level and remote support to end users.

Managed critical and high priority incidents for both user-generated and alert generated cases and coordinated with Technical Management and communication with the Operations Management and the stakeholders

Tools used:

ServiceNow, Citrix, BMC Remedy, Active Directory, MS Exchange, SharePoint, VPN, Remote Desktop, MS Office, Hardware, Software, Network, Telephony, SAP, Windows, Unix, Linux, Database

Managed critical and high priority incidents for both user-generated and alert generated cases and coordinated with Technical Management and communication with the Operations Management and the stakeholders

Tools used:
ServiceNow, Citrix, BMC Remedy, Active Directory, MS Exchange, SharePoint, VPN, Remote Desktop, MS Office, Hardware, Software, Network, Telephony, SAP, Windows, Unix, Linux, Database,

IT Business Analyst Response Manager (Project Management) March 2016 to May 2017
• Governed the end-to-end life cycle of non-standard service requests, projects, plans, proposals, and high-level designs by close coordination with Project Leads, Solution Architects and all other Engineers/resources involved until implementation completion
• Operated as the main liaison with stakeholders and clients in all aspects of a project lifecycle and facilitated operational reviews on a regular basis

IT Service Management Senior Analyst
• Managed the execution of ITIL services for the major/critical incidents, Change Management, and Problem Management
• Translated process workflow that served as a run-book for the Knowledge Management
• Standardized the approach of Service Request Management process
• Formulated reporting metrics and KPI for the operational scorecard of daily/weekly/monthly
dashboard for the report governance and presentation
• Managed SharePoint administration
• Administered ticket management
• Performed reports/data analysis for the Continual Service Improvement
• Assisted with the UAT and Quality Assurance to ensure preparedness of the Service Desk