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Sakshi Mathur
@sakshi_mathur04
IT Support and Cloud Support Engineer,ServiceNow, AWS, Network Expert
Índia
Inglês
Sobre mim
I'm an IT Support Engineer with 6+ years of experience at Fortune 500 companies (Wipro, DXC Technology), specializing in technical troubleshooting, network engineering, and IT infrastructure support. I have hands-on expertise in ServiceNow ITSM, Active Directory, Windows Server, and cloud platforms (AWS, Azure). I've consistently maintained 95% CSAT and 99.9% network uptime while resolving complex technical issues for global enterprise clients. I'm currently pursuing my AWS Cloud Practitioner certification and love helping clients solve IT problems efficiently and reliably.
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Sakshi Mathur
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Suporte Técnico
I will provide remote IT technical support, network and AWS troubleshooting
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Experiência profissional
TECHNICAL SUPPORT ENGINEER
DXC Technology • Período integral
Apr 2022 - Jun 2024 • 2 yrs 2 mos
Handled 50+ daily incidents via phone and chat — hardware, software, network, and application issues — maintaining 95% CSAT and all SLA targets. ● Delivered remote desktop support using MSRA and Citrix Workspace for Windows Server environments — reduced resolution time by 30%. ● Managed ServiceNow end-to-end: incident logging, categorisation, prioritisation, and resolution — full ITIL compliance, zero SLA breaches. ● Administered Active Directory, Office 365, VMware, and Cisco AnyConnect VPN for enterprise clients in financial and healthcare sectors. ● Authored knowledge base articles and SOPs — improved first-call resolution (FCR) by 25%. ● Escalated complex issues to L2/L3 with complete technical documentation ensuring seamless handoffs.
