Kriti Ahuja
Analyst II – Infrastructure Services at DXC Technology | HVD & VMware | ServiceNow | AZ-900 Certified
- Role
- Analyst Ii- Infrastructure Services (System Administrator) at DXC Technology
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Kriti Ahuja
Working as a System Engineer at DXC Technology on the AT & T project, I specialize in managing and optimizing Hosted Virtual Desktops (HVD) and enterprise virtualization infrastructure, ensuring SLA compliance and continuous process improvement. I am proficient in deploying, monitoring, and maintaining VMware vSphere environments (ESXi hosts, vCenter Servers, and virtual machines) and troubleshooting VM-related issues to support uninterrupted business operations.To enhance operational efficiency, I developed a Lean Automation solution—HVD Application Availability Tracker—saving 0.15 FTE per month by reducing manual effort and streamlining ticket handling. This solution reduced delays from 10 minutes per ticket to 5 minutes per ticket across ~282 monthly tickets, improving Mean Time to Resolve (MTTR), First Call Resolution (FCR), and overall user satisfaction.I hold Microsoft Azure Fundamentals (AZ-900), Systrack Technician, and IGEL certifications, enabling me to work across cloud platforms, virtualization, and enterprise tools with a focus on cloud operations, automation, and infrastructure optimization. I am actively leveraging my cloud and automation expertise to deliver scalable and efficient cloud solutions Key Skills:Cloud Platforms: Microsoft Azure (AZ-900), Azure Portal, VMware CloudVirtualization & Infrastructure: VMware vSphere, ESXi, vCenter, Virtual MachinesAutomation & Scripting: Lean Automation, PowerShell basics, Process OptimizationIT Operations: Hosted Virtual Desktops (HVD), SLA Management, Ticketing Systems (ITSM/ServiceNow)Monitoring & Troubleshooting: Performance Tuning, Root Cause Analysis, MTTR/FCR improvementCertifications: AZ-900, IGEL Certified, Systrack Technician
Experience
Analyst Ii- Infrastructure Services (System Administrator)
Jun 2022 — Present · Bengaluru, IN
Manage Hosted Virtual Desktop (HVD) environments, providing Tier-2 support for incident resolution and service requests.* Troubleshoot and resolve technical issues related to connectivity, user access, and system performance within agreed SLAs.* Develop automation processes for UCMS case tracking, enabling better monitoring of ticket status, resolution trends, and recurring issues from the same users.* Categorize and analyze tickets (repetitive issues, connectivity problems, environment errors) to identify patterns and recommend preventive solutions.* Collaborate with cross-functional teams to address escalations and ensure seamless end-user experience.* Conduct Knowledge Transfer (KT) sessions for onboarding new joiners, improving ramp-up speed and team efficiency.* Organize and host Fun Friday engagement activities, fostering team morale and collaboration.* Proficient in Active Directory (AD), Azure AD, virtualization environments, ServiceNow ITSM, and remote troubleshooting tools.
Education
Jaypee University of Information Technology, Waknaghat, Solan
Bachelor of Technology - BTech, Biotechnology
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