Melby Norman-
Senior Technical Support Associate-
Pune
linkedin.com/in/melby-norman-10b0b5193
Education
Professional Experience
Bachelor
Savitribai Pule Pune
University
07/2015 – 10/2019
Pune, India
Senior Technical Process Executive
Accenture
03/2022 – 10/2024 | Pune, India
Delivered end-to-end IT support for Britvic’s internal teams, resolving over 95%
of reported issues related to account creation, password resets, hardware/software
errors, and blue/black screen incidents, ensuring a 90% reduction in downtime
and improved user satisfaction by 30%.
Managed incident and service requests through ServiceNow, adhering to ITIL
standards, and maintained 98% SLA compliance.
Project: IT Support – Hilton
Collaborated on application and system support, diagnosing frontend issues,
running PL/SQL queries, and analyzing logs via Unix tools, reducing system
downtime by 40% and improving issue resolution time by 25%.
Operated incidents through ServiceNow, ITRS, Netcool working closely with
cross-functional teams to resolve issues, leading to a 20% improvement in support
efficiency and a 15% increase in user satisfaction through better documentation
and faster resolutions.
Project: IT Support – Britvic
Operated Incident Management activities by managing incidents and service
requests through ServiceNow, maintaining 98% SLA compliance while adhering
to ITIL standards; utilized JIRA to track bugs and collaborate with backend teams
for timely resolution
Handled Risk and Control secure user provisioning via Active Directory and
Azure AD, trained and mentored 10+ new team members, and contributed to
process improvements through certifications in ITIL, ServiceNow, and Quality
Systems.
Resolved over 95% of Tier-2 application incidents within SLA, reducing overall
issue resolution time by 30% through optimized troubleshooting techniques in
Unix and PL/SQL environments.
Created and maintained a knowledge base with over 200 documented cases,
cutting new joiner ramp-up time by 40% and promoting self-service.
Reduced recurring production incidents by 40% by implementing proactive
monitoring strategies using AppDynamics and Netcool.
Skills
Skills
Active Directory
ITIL
ITSM
JIRA
ServiceNow
VPN
Windows Server
Remedy
Gmail
SLA & KPI Management
Unix
PL SQL
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CourseWork Graduate
IT Hardware & Device
Support Certification.
Diploma in Visual
Communication Design.
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Technical Support Associate
Infosys
12/2020 – 03/2022 | Pune, India
Project: IT Support – Spark's technology
Resolved end-user support across factory and office environments, resolving over
95% of Level 1 & Level 2 tickets related to Windows/Mac OS, Microsoft Outlook,
and Exchange within SLA.
Managed ITSM operations, including Incident, Problem, and Service Request
Management through ServiceNow, leading to a 20% reduction in ticket backlog
and a 15% improvement in response times, resulting in faster issue resolution and
improved service delivery efficiency.
Performed advanced network troubleshooting (LAN, WAN, Wi-Fi), improving
connectivity reliability and reducing network-related incidents by 28%.
Administered Active Directory, Microsoft Intune, and Azure AD, improving
endpoint security by 30% and compliance by 25%, reducing security incidents and
enhancing system integrity.
Accelerated configuration and support for Microsoft Endpoint Manager,
streamlining device provisioning and reducing setup time by 35%.
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Provided technical support for complex service management issues, developing
tailored models and service offerings, leading to a 20% improvement in customer
satisfaction and a 15% increase in stakeholder engagement.
Executed preventative maintenance, utilizing monitoring tools and metrics to
identify and resolve hardware, software, and network issues, resulting in a 25%
reduction in system downtime and ensuring 30% better system performance.
Led automation and monitoring improvements, driving 20% greater efficiency,
15% improvement in capacity management, and 10% increase in business
continuity by proactively addressing risks and enhancing system resiliency.
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Technical Support Associate
Mphasis
03/2019 – 12/2020 | Pune, India
Provided multi-channel IT support (voice, email, and chat) for software and
hardware troubleshooting, resulting in a 30% reduction in response time, a 25%
increase in issue resolution efficiency, and a 20% improvement in customer
satisfaction across all channels.
Diagnosed and escalated complex issues, ensuring a 98% first-call resolution rate.
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Accomplishment
Achieved 98% First Call Resolution Rate by efficiently handling technical issues
across voice, email, and chat, leading to reduced ticket volume and faster support
turnaround.
Led remote patching and system updates for over 80 user endpoints using
Microsoft Intune and RMM tools, ensuring security compliance with zero
incidents.
Managed complete employee onboarding and offboarding processes, including
account setup in Active Directory, Exchange, and Intune, ensuring zero
delays or access issues.
Reduced recurring technical issues by 30% by creating and maintaining detailed
SOPs and knowledge base articles, enhancing Tier 1 support efficiency.
Handled critical technical escalations and outage management, contributing to
a 25% reduction in system downtime and improving overall SLA
performance.
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