Swetha Aravind

L1 support for various clients in both Unisy and Wipro.
 Creation of Incidents INC, Service Request SR, Tasks and Change Requests CR.
 Well experienced in account management, password management and process management through Active Directory.
 Creation of Interactions for calls handled.
 Troubleshooting technical related queries for internal as well as external users.
 Working on various ticketing tools like SERVICE NOW and ITSM.
 Dealing with application related access issues and web application related access issues.
 Dealing with parameters like CSAT, DSAT, FCR, KPI and NPS.
 Dealing with Active Directory for account related issues and working on different servers.
 Working on Change Requests CR’s for application and FTP.
 Creating IM plans for CR’s and dealing with reports for presentations.
 Creating rules and pulling reports from Service Now tool.
 Tracking and monitoring calls via a tool called CMS.
 Assigning and keeping a track of the tickets which was cr