Vb M

ITSM Operations & Incident Management

Helpdesk executive

ITSM Operations & Incident Management

• Logged, categorized, prioritized, and managed incidents/service requests in ITSM tools
• Assigned and escalated tickets to Level 1 / Level 2 teams as per SOP and escalation matrix
• Monitored ticket queues to ensure SLA compliance and reduce MTTR
• Updated users on ticket status and ensured clear communication
• Closed tickets after user confirmation and resolution validation
• Performed log checking and basic troubleshooting
• Linked incidents and change requests to relevant Configuration Items (CIs)

Helpdesk executive

ITSM Tool Administration & Configuration

• Created and managed Organizations and Vendors
• Configured users, roles, groups, and access permissions
• Created Support Groups and Assignment Rules
• Configured Categories and Subcategories
• Set up and managed SLAs and escalation matrix
• Created and maintained Service Catalogue items
• Configured workflows, approval processes, and automation
• Configuration of the Dashboards
• Automated ticket routing and alert-based incident creation
• Managed email integration

Helpdesk executive

CMDB & Change Management

• Maintained CMDB records and ensured accurate CI relationships
• Supported Monthly Windows Change Management process
• Basic knowledge of Change Management lifecycle

Helpdesk executive

Reporting, Dashboard & KPI Monitoring

• Created dashboards and reports
• Generated monthly KPI performance reports

Customer Care Executive

• Identify and assess customer's needs to achieve satisfaction
• Meet customer services and requirements
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Ease at using provided technology, scanning and monitoring tools
• Able to frequently demonstrate initiative & Team working abilities
• Other related task and assignments as required

Web Developer

• User Manuals on the Project & EXE applications
• Customization in the CSS of the PHP Project
• Integration of designs [HTML AND CSS] in the ASP.NET project

Education Counselor

• Meeting with students to identify special needs on initial intake to assess their requirements across semesters
• Liaising with academic staff regarding students identified or suspected of special needs (teaching) arrangements, special consideration for examinations etc.) regarding special arrangements for teaching and assessment
• Plan the schedule of the batch for students in the computer lab
• Provides students with basic assistance in using software applications
• Guiding the MS-CIT batch for approx. 15 days
• Interact with the customers through telephonic

Telemarketing Executive

• Provide information about services and its features, prices etc. and present their benefits

Diploma in Information Technology – Dr. Babasaheb Ambedkar Technological University (2009-12)

SSC – St. Joseph's High School (2001-03)