Harshita Sati
“Technical Support Specialist | IT Support | Network Security | ServiceNow | Bomgar | Certified Nexthink Professional”)
- Role
- Technical Support Specialist at American Express
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Harshita Sati
Dedicated and results-driven Technical Support Engineer.I bring hands-on experience in…
Experience
Technical Support Specialist
Sep 2023 — Present · Gurugram, IN
Troubleshoot and resolved system and application issues for Windows and macOS platforms, maintaining a high first-call resolution rate.Provided prompt support for hardware, software, and network-related issues, efficiently resolving an average of 25-30 tickets daily via ServiceNow.Educated employees on IT best practices to enhance productivity and minimize technical challenges.Authored and maintained knowledge base articles to streamline problem resolution, reducing average ticket resolution time by 20%. Conducted in-depth analyses of recurring issues to determine root causes and implement preventive measures. Managed high-priority incidents, ensuring timely resolution while keeping stakeholders informed. Enhanced incident management protocols to accelerate response times and improve system reliability.Delivered exceptional customer service, maintaining a satisfaction score of 4.8/5 through effective communication and timely assistance.Administered user accounts, groups, and permissions using Active Directory, ensuring proper access control.Automated repetitive tasks, such as system updates and patch deployments, to improve efficiency.
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