Kritika Sinha
United Kingdom
Summary
Skilled and customer focused IT Support Analyst with a strong track record of delivering effective 1st and 2nd line support in dynamic, multi-platform environments. Experienced in diagnosing and resolving diverse technical issues across hardware, software and network infrastructures. Highly proficient in Windows operating systems, Microsoft 365, Active Directory and remote support tools, with a strong commitment to user satisfaction and minimizing downtime. Known for clear communication, teamwork and a service oriented mindset. Well versed in ITIL frameworks and dedicated to ongoing professional development and keeping pace with emerging technologies in the IT support field.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
William Hill
10.2023 - Current
- Resolved customer inquiries with prompt and accurate solutions to enhance satisfaction.
- Collaborated with team to refine service processes, demonstrating effective teamwork and communication.
- Utilized CRM software to track interactions, improving technical troubleshooting and data management.
- Consistently surpassed performance metrics, contributing significantly to overall team success.
Technical Support Analyst
BrightChamps
04.2021 - 08.2023
- Providing 1st and 2nd line technical support to end users via phone, email, chat and remote desktop tools.
- Diagnosing and troubleshooting hardware, software and network related issues especially cisco meraki across Windows, macOS and mobile platforms.
- Managing user accounts, permissions and group policies in Active Directory and Azure AD.
- Supporting users with Microsoft 365 applications including Outlook, Teams, SharePoint and OneDrive.
- Logging, prioritizing and resolving tickets using IT service management (ITSM) tools such as ServiceNow and Jira.
- Installing, configuring and upgrading software and hardware (laptops, desktops, printers, peripherals).
- Performing routine maintenance and patch management across systems and devices.
- Providing support for network connectivity issues, including VPN, Wi-Fi, DNS and DHCP troubleshooting.
- Supporting the onboarding and offboarding process, including device setup, email access and permissions configuration.
- Escalating complex or unresolved issues to 3rd line support or relevant teams when necessary.
- Collaborating with IT teams on projects, rollouts and system upgrades.
- Ensured all support activities meet defined SLAs and internal performance targets.
- Documented known issues and resolutions by creating and updating knowledge base articles and support documentation.
Education
Master of Science - Computer Science
University of Birmingham
12-2024
Skills
- Windows OS (7, 10, 11)
- Microsoft 365
- Citrix
- Active Directory
- Networking - Cisco
- TeamViewer
- ServiceNow
- Jira
- PowerShell
- Cloud(AWS/Azure)
- SQL
- Power BI
Timeline
Customer Service Representative
William Hill
10.2023 - Current
Technical Support Analyst
BrightChamps
04.2021 - 08.2023
Master of Science - Computer Science
University of Birmingham
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