Dhrekha Easwaran

Analyst III

Delta Capita

Dec 2022 - Nov 2023 (1 year)

• Configured and supported three SaaS applications post-deployment, led technical onboarding sessions, provided Tier 1–2 support, and managed incident resolution to ensure a seamless end-user experience. • Authored and maintained technical documentation and user-facing knowledge base articles in Confluence. Generated SLA compliance and ticket resolution time reports to support continuous improvement and performance analysis. • Delivered end-user technical support for SaaS applications via live chat and phone using the Zendesk ticketing system—addressing issues related to authentication, UI functionality, integrations, and performance. • Improved incident handling workflows, reducing mean time to resolution (MTTR) and contributing to inc

App/Cloud Service Desk analyst

Accenture

Dec 2020 - Dec 2022 (2 years 1 month)

• Provided end-user support for approximately 70 users daily, including account administration, access provisioning, and resolution of technical issues via chat, email, call, and utilizing ServiceNow for efficient ticket management. • Utilized incident management systems to accurately document and resolve user issues and service requests. • Performed troubleshooting for common end-user issues related to hardware and software, specifically addressing problems with Outlook, Microsoft Teams, shared folders, VPN, printers, MDM, and Active Directory. • Conducted system health checks and monitored alerts to ensure early detection of service disruptions, improving response time for incident handling.

Senior Service Desk Analyst

HCL Technologies

Jan 2020 - Dec 2020 (1 year)

• Provided comprehensive end-user support using ServiceNow, BMC Remedy, including account administration, access provisioning, and troubleshooting. • Utilized incident management systems to document, manage, and resolve issues and service requests (including workarounds), categorize tickets, and adhere to SLA guidelines, while also escalating complex issues to specialized teams. • Implemented automation within the support process to reduce manual intervention by 30% (saving $20,000 annually in labour cost) and enhanced knowledge base resources and problem management processes by identifying recurring incidents.

Systems Engineer

Cognizant Technology Solutions

Jul 2018 - Jan 2020 (1 year 7 months)

• Provided support for internal applications via phone, email, chat, and utilizing the BMC Remedy tool to manage incident lifecycles from initial report to resolution. • Addressed and resolved user inquiries and technical issues related to internal apps, ensuring minimal disruptions to business operations and adherence to Service Level Agreements. • Contributed to the efficient operations of internal systems by performing troubleshooting, documenting solutions, and escalating complex issues to the specialized support teams as needed..

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Dhrekha Easwaran

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