I have 3+ years of experience as a Senior Technical Analyst with strong expertise in Major Incident Management, Service Desk Operations, and Technical Support. Currently working with Capgemini (McDonald’s project), I specialize in incident assessment, bridge call management, escalation handling, SLA-driven resolution, and stakeholder communication. I am proficient in ServiceNow, OneTool monitoring, vendor coordination, ITIL processes, and post-incident documentation, with a proven track record of timely service restoration and high customer satisfaction.
