Senior Process Executive (SPE) - IT Service Desk at Cognizant (2025-04 – Present)
- Deliver end-to-end IT support across global users via call, chat, and email channels. consistently maintain high First-Contact Resolution (FCR) rates.
- Diagnosed and resolved technical tickets for software, network connectivity, printers, Active Directory account provisions, and OS issues using ServiceNow, enhancing user satisfaction.
- Categorize, prioritize, and escalate unresolved technical issues to Tier-2/Tier-3 engineering teams while maintaining end-to-end lifecycle ownership of tickets.
- Drafted and maintained internal Knowledge Base (KB) articles, FAQs, and end-user troubleshooting guides, standardizing support documentation for consistent user assistance.
- Collaborated with cross-functional IT teams to ensure SLA adherence and resolved systemic infrastructure bugs, improving overall service reliability.
Senior Associate - Background Verification Process at Concentrix (2023-03 – 2025-01)
- Managed complete candidate background verification cycles for enterprise clients, verifying credentials and enforcing strict regulatory and organizational compliance standards.
- Collaborated with HR teams, line managers, and third-party vendors to streamline end-to-end credential verification and audit reporting.
- Conducted investigations on edge cases, addressed client queries, and flagged high-risk reports according to risk-assessment guidelines.
- Maintained documentation and tracking of verification cases to support audit readiness and provide historical insights for enterprise stakeholders.
