Vishakha J.
Mid-Level IT Support Specialist
Open to offersNew to PlatformAbout
Vishakha J. is a highly experienced Service Desk professional with 3.8 years in IT support and technical service delivery. Currently, she serves as a Senior Technical Process Executive at Infosys BPM Ltd. in Pune, India, supporting enterprise-level clients like Intel with a strong emphasis on customer satisfaction and SLA adherence. Her expertise includes incident management, user support, and utilizing enterprise tools like ServiceNow, Azure, Active Directory, and Microsoft 365. In her role, she provides L1/L2 technical support, manages incident lifecycles, and uses Genesys AI for enhancing customer interactions. She also excels in generating performance tracking reports with Power BI. Previously, Vishakha worked as a Service Desk Engineer for Aforeserve.com Ltd., serving HCL Technologies, where she managed IT issues and ensured quality standard compliance. She holds a Bachelor of Engineering degree from Rajiv Gandhi College of Engineering and Research, Nagpur, and is certified in Salesforce Marketing Cloud and SAP (MM).
Experience
Service Desk Engineer
Aforeserve.com Ltd. · 2022 — 2026Provided end-user support for various IT-related issues primarily via calls and remote sessions. Managed incident and request processes within ticketing tools, offering assistance for Windows OS and software installations alongside troubleshooting efforts. Oversaw user account management and permissions through Active Directory, while also aiding users with Microsoft Office/M365 applications. Diagnosed and addressed hardware issues for desktops and laptops. Maintained accurate documentation and updated tickets accordingly, followed established escalation paths for unresolved issues, and ensured that SLAs and quality standards were consistently met.Senior Technical Process Executive
Infosys BPM Ltd. · 202 — PresentDelivered L1/L2 technical support to global users through calls, chats, and tickets. Managed the entire incident management lifecycle utilizing ServiceNow for logging, categorization, prioritization, resolution, and closure. Offered support for Windows OS and various Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Conducted hardware/software troubleshooting and provided remote desktop assistance. Administered user accounts, passwords, and access issues using Active Directory, while also addressing identity and access troubleshooting through Azure. Applied Genesys AI tool for effective call handling and customer interactions, generated performance tracking reports with Power BI, and ensured compliance with SLAs alongside high customer satisfaction, all while adhering to ITIL best practices for incident and request management.
Skills & Expertise
Education
- Bachelor of EngineeringRajiv Gandhi College of Engineering and Research · — — 2021
- HSCM.K.H. Sancheti Public School & Junior College · — — 2017
- SSCSomalwar High School and Junior College · — — 2015
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