Shreyanjali Pandey

SHREYANJALI PANDEY Senior Technical Support Specialist Pune, Maharashtra |- |-LinkedIn: linkedin.com/in/shreyanjali-pandey-0b- PROFESSIONAL SUMMARY • Customer-focused and results-driven IT professional with over 3 plus years of experience delivering high-quality technical support and incident resolution in fastpaced enterprise environments. Proven ability to manage escalations, coordinate with cross-functional teams, and ensure minimal service disruption. Skilled in tools like ServiceNow and BMC Remedy, with a strong foundation in ITIL practices, Active Directory, and Office 365 administration. Recognized for clear communication, process optimization, and a proactive approach to problem-solving. CORE COMPETENCIES - Technical Support & Troubleshooting - Incident & Escalation Management - Root Cause Analysis & Documentation - ServiceNow & BMC Remedy - Active Directory & Office 365 - Client Communication & Stakeholder Management - ITIL Framework & SLA Adherence - Process Improvement & Team Coordination PROFESSIONAL EXPERIENCE Senior System Engineer Wipro Ltd., Pune | Mar 2022 – Present Client: General Mills - Delivered Tier 2/3 technical support for enterprise systems, focusing on service continuity and resolution of high-impact incidents. - Led escalation efforts for major incidents, coordinating with global teams to restore services swiftly. - Utilized ServiceNow and BMC Remedy for accurate incident logging, analysis, and resolution tracking. - Conducted root cause analysis for recurring issues and recommended preventive measures. - Ensured SLA compliance and maintained consistent communication with stakeholders throughout the resolution process. - Recognized for enhancing incident handling protocols and fostering collaboration during critical outages. Associate – Service Desk (Retentions) Tech Mahindra, Pune | Feb 2020 – Mar 2021 - Provided first-line technical support, resolving user issues with professionalism and urgency. - Proactively updated knowledge base and communicated process changes to maintain support efficiency. - Focused on client satisfaction through prompt response, technical accuracy, and clear communication. Project Executive Infosys Ltd., Pune | Nov 2016 – Aug 2017 Client: British Telecom - Resolved technical issues for enterprise clients, ensuring quality and timely resolution. - Supported internal teams in identifying and implementing service improvements. - Maintained client relationships by providing consistent, effective support and updates. EDUCATION - Bachelor of Computer Applications (BCA), Pune University | 2013 – 2016 - Higher Secondary Certificate (HSC), CBSE Board | 2011 – 2013 - Secondary School Certificate (SSC), Maharashtra State Board | 1999 – 2011 ACHIEVEMENTS - Commended for promoting a positive team environment and boosting service desk performance under pressure.