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AnkitaPhone: PHONE NUMBER AVAILABLE email: EMAIL AVAILABLEPage 1 of 2Worked as Help desk/ Technical Support, involved in dealing with clients and solving the issuesover the phone.Directly interacting with customers across all communication channels. Defusinghigh-stakes situations by listening to customers and providing speedy effective resolutions.Acting as the voice of the company on the front lines servicing customers.ITIL professional.Responsible for daily monitoring of the multi-department help desk,assigning ticketspromptly and answers any inquiries.Follow-up on outstanding requirements and ensure timely resolution.Managing customer expectations regarding estimated response times for issueresolution.Identifying technical issues and using appropriate trouble shooting steps leading toresolutionHandling customer requests, provide appropriate solution and alternatives.Coordinating with corporate IT help desk to maintain the established Incident tickets andchange request process to track support using Remedy.Applying advance diagnostic techniques to identify problems, investigate causes andrecommend solutions to correct common failures.Contributes to the development of service strategy to mitigate software, hardware andnetworking issues.Contributes to the development of business support standards, processes andprocedures and guidelines for Incident Management.Troubleshoots and resolves IT issues via phone, web and in person channels.Ensures all incidents are resolved against SLA's.Report on Help desk and support using uptime and ticket related performance metrics.Experience of working within a Service environment and technical teams of IT expertsExperience of working on ITIL ticketing systems (Service Now), understand ITILframeworkAnkitaPhone: PHONE NUMBER AVAILABLE email: EMAIL AVAILABLEPage 2 of 2PROJECT EXPERIENCEEmployer Tech Mahindra, Chandigarh (India)Role Technical Support EngineerEnvironment Remedy, CitrixDuration October 2013 July 2020AREAS OF EXPERIENCEIndustries : ITLanguages : C, C++, Java, Servlets, JDBC, JSPRDBMS : Oracle 8.X/9.0/10g/11g, Microsoft SQL ServerOS : Windows NT, Windows XP, UNIXSource Safe Tools : PVCS, TFS, Remedy, JIRA, ConfluencePERSONAL DETAILSName AnkitaAddress Sunchase courtCell Number PHONE NUMBER AVAILABLEE-mail Address EMAIL AVAILABLEEDUCATIONDegree/Certificate YearMaster of Computer Science 2012Post Graduate Diploma in Computer Applications 2009Bachelor of Arts (Mathematics) 2008