Bachelor of Engineering - BE

1. Logged cases and performed initial triage on the IT Service Desk, utilizing documented solutions and workarounds to address system performance problems.
2.Successfully reduced average resolution time by 30% through remote diagnostic tools.
3.Resolved 90% of customer inquiries within SLA via phone, email, and chat, contributing to a 20% increase in user satisfaction by delivering efficient technical
triage and product information.
4. Supported users by providing detailed advice and walk-throughs on system use, particularly in the context of ServiceNow CRM, thereby enhancing user
competence and system utilization.
5. Documented solutions and troubleshooting steps in ServiceNow tickets, enhancing the self-service documentation and streamlining future support by creating
Knowledge Base Articles.
6. Authored clear Knowledge Base Articles in ServiceNow, detailing solutions and troubleshooting steps to address identified self-service documentation gaps.
Collaborated with Subject Matter Exp

Project Engineer

1. Utilized remote support tools to troubleshoot and fix system performance problems, achieving a 90% issue resolution rate and consistently ensuring a positive customer experience through efficient problem resolution.
2. Created, categorized, prioritized, and tracked 100+ incident tickets monthly in ServiceNow, achieving 90% resolution within SLA, and maintaining high levels
of customer satisfaction through clear stakeholder communication.
3. Demonstrated product expertise by diagnosing and resolving 30+ technical issues daily via phone, email, and chat, ensuring effective use of applications and
achieving a 95% customer issue resolution rate.

Senior Analyst

1.Gained hands-on experience in both front-end and back-end web development.
2.Assisted in designing and developing web pages using HTML, CSS, and JavaScript.
3.Collaborated with senior developers and participated in code reviews.
4.Integrated APIs and supported database maintenance.
5.Contributed to a user-friendly dashboard.
6.Optimized website performance, reducing load times by 30%Strengthened skills in web development and problem-solving, preparing for future opportunities in the field

Muzakkir Malik

Senior analyst at HCL | ex - Wipro | Service now | Android Developer | Java | Turkish enthusiast