Samarpreet Singh

Bilingual IT Support professional with over 3 years of experience in enterprise environments, specializing in incident management and end-user support. Proficient in ServiceNow and Azure AD, with strong skills in managing escalations and collaborating with global teams. Committed to delivering exceptional customer support while adhering to strict SLAs, seeking a role as Japanese IT Support / L2 Service Desk / Bridge Engineer.

Analyst III Infrastructure Services at DXC Technology (2022-10 – Present)

Provided technical support to international users and managed incidents and service requests with SLA compliance.

• Provided technical support to international users via calls, chats, and portal tickets.
• Logged, tracked, and resolved incidents and service requests using ServiceNow, meeting SLA compliance.
• Diagnosed and resolved issues related to Windows OS, user access, Azure AD, and enterprise applications.
• Handled escalations and coordinated with L2/L3 teams to expedite resolution of complex issues.
• Trained and mentored new analysts, covering technical processes, ticket handling, and client communication standards.
• Gained hands-on exposure to cloud-based services and enterprise IT infrastructure.
• Consistently recognized for quality support and collaboration through internal awards.

Internship at iPrimed (Global Service Desk) (2022-08 – 2022-09)

Technical and soft skills training in IT support fundamentals and customer service.

• Computer hardware, software, OS and networking
• Concepts of Active Directory
• Customer Service
• Call Structure
• E-mail Etiquettes
• Troubleshooting basic computer, Outlook and MS Teams issues

Bachelor of Technology in Electrical and Electronics Engineering – Bhagwan Parshuram Institute of Technology (2018 – 2022)