RISHABH SAJWAN

-Provided 1st and 2nd level technical support, resolving 90% of troubleshooting (hardware / software / network), escalated when needed -Handled IT incidents and service requests reported via phone, email and ticketing systems, ensuring timely resolution -Onsite IT support, resulting in 25% increase in ticketing system resolutions -Onboarding/offboarding of users, IT asset management using GLPI -IT documentation for root cause and solutions in the knowledge base to support workflows

-Oversaw the Content Discovery inbox to respond the incoming inquiries. -Authorizing access to customer support and user management requests. -Software testing by measuring and monitoring metrics including impressions, views and downloads, fixing them. -Data analysis, creating and updating documents based on KPI from various dashboards using MS Word and Excel. -Creating CSS (Customer Success Story) and support in customer communication experience.