SIMRAN KADAM

• 2nd-Line Support & Incidents: Led 24/7 cross-functional major incident resolution aligned with ITIL, SLAs, & KPIs. • Root Cause Analysis: Executed iRCA for Windows & M365 environments to prevent recurrence. • ITSM & Tools: Governed ServiceNow & Jira workflows, boosting response times by 30%. • Infrastructure & Assets: Monitored IT alerts, managed asset trackers, & enforced compliance. • Documentation & KPIs: Maintained SharePoint knowledge bases & optimized IT metrics.

• Desktop & IT Support: Delivered 1st/2nd line support for hardware, software, Windows, M365, & network issues. • Identity & Access: Administered user accounts, permissions, & security groups in Active Directory. • ITSM & SLAs: Managed ticket lifecycles in ServiceNow, driving high FCR via phone support under strict SLAs. • Infrastructure: Monitored system alerts & collaborated with teams to ensure high availability. • Documentation: Maintained technical docs & served as end-user liaison.

• L1 IT Support: Provided L1 incident logging, basic troubleshooting, & daily service delivery. • Systems & Network: Supported system, application, & network operations in enterprise IT. • ITSM & Governance: Followed ITSM processes, monitored operational issues, & escalated incidents. • Infrastructure Support: Assisted senior teams with operational coordination & infrastructure. • Documentation: Maintained technical documentation & operational records.

• L1 Support & Access: Handled incident logging, basic troubleshooting, password resets, & user access requests. • Onboarding & Systems: Configured software/systems & supported user onboarding setup. • ITSM & Escalations: Followed ITSM processes, monitored daily IT ops, & coordinated escalations. • Infrastructure & Networks: Supported hardware, software, & network troubleshooting across enterprise IT. • Documentation: Maintained technical docs, reports, & operational logs.

MSc in Information Technology Management