Harshita Kandpal

Results-driven IT Support Engineer with 3+ years in System Administration, ITSM, and remote troubleshooting. Proven track record reducing resolution times, managing Active Directory, and exceeding SLAs for UK-based clients.

System Administrator L1 & L2 - Wipro Technologies - Pune, India

(2023-12 - 2024-12)

• Reduced ticket resolution time by 30% via ServiceNow workflow optimisation while consistently meeting SLAs
• Administered Active Directory for user provisioning, account unlocks, password resets, and permissions management
• Delivered remote troubleshooting for UK retail clients using RDP, TeamViewer, and LogMeIn across POS and network devices

Technical Support Executive - Disys India Pvt Ltd. - India

(2022-03 - 2022-08)

• Managed user accounts and L1 support for ATS and CRM platforms serving recruitment operations
• Resolved VPN and VDI connectivity issues, logging and tracking all incidents within ServiceNow
• Maintained system uptime during peak hiring cycles, supporting virtual interview infrastructure

Technical Support Executive - Saish Technologies - India

(2021-03 - 2022-03)

• Resolved technical tickets within SLA timelines using knowledge base articles and escalation protocols
• Utilised JIRA and ServiceNow for end-to-end ticket tracking and IT asset management
• Delivered remote software support and routed complex issues to specialist teams for faster resolution

Customer Support Executive - Capita India Pvt Ltd. - India

(2019-07 - 2021-02)

• Handled UK client queries via email and chat, maintaining CRM records and resolving complaints through cross-team coordination

B.Tech - Computer Science - Government College of Engineering