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About

Results-driven IT Service Desk and Telecom Operations professional with 3+ years of experience in L1/L2 IT support, ITSM incident management, Active Directory administration, and enterprise telecom order management at Fortune 500 organizations (Infosys and Wipro). Currently delivering L1 Service Desk support for Daimler Truck (Germany) via Infosys, resolving 40-50 tickets per day with 95%+ SLA compliance. Prior SME and trainer for AT&T (USA) enterprise telecom account at Wipro, leading 100+ POTS-to-VoIP migrations and mentoring 15+ new-hire agents, with zero SLA breaches and 4x R&R Process Champion recognition. Skilled in ITIL-aligned incident and problem management practices. Certified in Generative AI with hands-on prompt engineering and LLM workflow automation expertise. Seeking a remote or hybrid L2 IT Support / Service Desk role at a global, stable employer.

Experience3

  1. Senior Technical Process Executive - L1 Service Desk

    Dec 2025 — Present

    Infosys Limited

    Delivering L1 IT Service Desk support for Daimler Truck's global workforce, handling 40-50 tickets daily with 95%+ SLA compliance. Managing incident lifecycle on ServiceNow ITSM platform per ITIL standards, troubleshooting Windows OS, Microsoft 365, Active Directory, VPN, and remote access tools across multiple geographies. Coordinating escalations with L2/L3 teams and vendors. Maintaining knowledge base documents to improve first call resolution and proactively monitoring infrastructure health using asset management tools.

  2. Senior Executive - Technical Process (SME)

    Aug 2023 — Dec 2025

    Wipro Limited

    Served as SME for AT&T enterprise telecom order management, onboarding and mentoring over 15 agents. Led 100+ POTS-to-VoIP migration projects, including AT&T APBA device installations and provisioning of specialized lines. Configured ports and DID numbers, supporting customer verification to reduce errors. Provided real-time L1 technical support to field technicians resolving networking issues. Managed ServiceNow ticketing with 100% SLA compliance and zero breaches. Awarded 4x R&R Process Champion for process excellence and client satisfaction.

  3. Car Sales Consultant

    Feb 2022 — Mar 2023

    Value Drive Technologies Pvt Ltd

    Managed digital lead generation and customer inquiries, consistently meeting or exceeding monthly sales targets. Delivered CRM-driven personalized vehicle consultations that reduced lead-to-conversion times.

Education1

  • Bachelor of Business Administration

    2019 — 2022

    Savitribai Phule Pune University