Vaishali
Information Technology Help Desk Support @Tech Mehrotra Infosolutions
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WORK HISTORY
Information Technology Help Desk Support @Tech Mehrotra Infosolutions
Delivered Tier 1 support for hardware, software, and connectivity issues across Windows and macOS.• Used ServiceNow and Jira to manage and resolve 50+ weekly service tickets.• Supported Microsoft 365 tools (Outlook, Teams, SharePoint, OneDrive) for end-users.• Managed user identities and permissions in Active Directory and Azure AD.• Provided remote troubleshooting using Microsoft Intune and VPN tools.• Monitored system alerts with Splunk and SolarWinds, escalating critical events.• Documented resolutions in internal knowledge base; maintained SLA compliance.• Assisted in endpoint protection deployments with CrowdStrike.• Troubleshot remote access, network, and printer connectivity issues.• Collaborated with senior IT teams during high-severity incidents.Key Achievements:• Reduced ticket backlog by 30% in 60 days by optimizing troubleshooting workflows.• Raised first-call resolution rate to 85% by enhancing ticket triage and documentation.• Recognized by leadership for technical accuracy and professionalism.• Assisted with secure migration of 100+ user accounts to Azure AD.• Contributed to successful rollout of endpoint security across remote teams.
EDUCATION
Lambton College
Diploma of Education, Chemical Technology/Technician
Panjab University, Chandigarh
Bachelor's degree, Chemistry
ABOUT VAISHALI
Adaptable IT support and operations professional with hands-on experience in helpdesk…
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