Manisha Parveen

Service Desk Engineer with experience in providing first-level and second-level technical support for end users. Skilled in troubleshooting hardware, software, network, and Microsoft 365 issues. Experienced in incident management, ticket handling, user account administration, and maintaining high customer satisfaction through timely issue resolution.

Service Desk Engineer - Dexian India Technologies Pvt Ltd - Chennai

(2026-03 - 2026-07)

• Provided Level 1 and Level 2 technical support for end users through phone, email, chat, and remote support tools, ensuring high customer satisfaction and First Contact Resolution (FCR).
• Diagnosed and resolved issues related to Windows OS, Microsoft 365, Outlook, Microsoft Teams, VPN connectivity, web browsers, printers, and enterprise applications.
• Delivered remote troubleshooting support for hardware, software, and network-related incidents across geographically distributed users.
• Managed user lifecycle activities including account creation, password resets, access provisioning, group membership updates, and permission management through Active Directory.
• Logged, categorized, prioritized, and tracked incidents and service requests using ServiceNow, ensuring adherence to SLA targets.
• Supported Microsoft 365 services including Exchange Online, Teams, Outlook, and OneDrive.
• Performed software installation, configuration, and application support activities for end users.
• Collaborated with L2 and infrastructure teams to escalate and resolve complex issues while maintaining effective communication with stakeholders.
• Created and maintained knowledge articles, troubleshooting guides, and incident documentation to improve service desk efficiency and knowledge sharing.

Operations Executive – IT Support - Conneqt Business Solutions - Chennai

(2023-03 - 2024-01)

• Managed end-user service requests and operational support activities while ensuring compliance with defined service levels and quality standards.
• Executed user onboarding and offboarding processes, including account setup, access provisioning, and documentation management.
• Monitored and tracked support requests, ensuring timely resolution and effective stakeholder communication.
• Developed and standardized operational documentation, process workflows, and reporting templates to improve consistency and team productivity.
• Collaborated with cross-functional teams, including vendor management, account management, and business operations, to ensure seamless service delivery.

Account Management & IT Analyst – Support Operations - Sutherland Global Solutions - Chennai

(2021-05 - 2023-01)

• Provided technical and operational support for end users, resolving an average of 50+ tickets and service requests weekly while maintaining high customer satisfaction scores.
• Investigated, analyzed, and resolved application, system, and access-related issues through structured troubleshooting methodologies.
• Performed root cause analysis for recurring incidents, contributing to improved service stability and reduction of repeat issues.
• Collaborated with development teams to troubleshoot application failures and implement permanent fixes.
• Created technical documentation and knowledge base articles to improve support efficiency.

B.Sc. - Information System and Management - Madras University (2017)