Simran Gupta

About Simran Gupta

I have a 6+ years experience in IT support 1⃣ Team Management • Supervise and support service desk analysts on daily operations • Monitor ticket queues and ensure timely assignment & resolution • Conduct daily huddles and performance check-ins2⃣ Incident & Request Management • Ensure all incidents and service requests are logged properly • Monitor SLA compliance and aging tickets • Handle escalations and critical/high-priority issues • Coordinate with Level 2/Level 3 support teams3⃣ providing traning to new joiner 4⃣ Quality & Compliance • Perform ticket quality audits • Ensure adherence to ITIL processes • Maintain data security and confidentiality standards • Prepare audit reports and compliance documentation5⃣ Reporting & Performance Monitoring • Track KPIs (SLA, FCR, TAT, CSAT) • Prepare daily/weekly performance reports • Identify process improvement opportunities6⃣ Process Improvement & Automation • Identify repetitive issues and suggest automation • Improve knowledge base articles • Reduce incident recurrence through root cause analysis7⃣ Stakeholder Communication • Act as a bridge between business users and IT teams • Provide regular status updates to management

Experience

1. Senior System Analyst

   Bank of America

   Jan 2023 — Present · Gurugram, IN

Education

• APJ Abdul Kalam Technological University

  Master of Computer Applications - MCA, Computer Science

• APJ Abdul Kalam Technological University

  Master's degree, master computer applications

• APJ Abdul Kalam Technological University

  Master of Computer Applications - MCA, master of computer applications

  2017 — 2019