Aakash Muthreja

Handled 20,000+ ServiceNow ITSM tickets (Incidents & Requests) with SLA compliance. • Delivered 24×7 End-User Support via calls, chats & emails. • Performed Troubleshooting & Root Cause Analysis (RCA) using Active Directory, CMD, and system tools. • Gathered Client Requirements and coordinated Workflow Updates with technical teams. • Provided VIP Support, optimized Ticket Workflows, and used the Knowledge Base (K

• CRM modules based on client business requirements. • Created automated email journeys and campaigns using D365 Marketing templates and drag-and- drop Tools. • Designed and developed Alumni, Student & Hostel Portals using low-code/no-code frameworks for education-sector clients. • Worked with AL Language in Microsoft Business Central (T ables, Pages, Codeunits, Fields) to support functional and technical requirements. • Collaborated with cross-functional teams for solution delivery, ensuring timely deployment of scalable CRM modules. • Contributed to functional consulting, requirement gathering, and improving CRM workflows and user experienc