Senior Associate with 4+ years of experience providing 24x7 technical support for the R1RCM client. Skilled in incident and service request management using ServiceNow, with hands-on expertise in remote troubleshooting, user offboarding, asset handling, and cloud fundamentals. Proven track record of reducing system downtime and exceeding ticket resolution targets. ✅ Key Responsibilities & Achievements: 1. Delivered 24x7 IT support for R1RCM client, managing incidents and service requests using 2. ServiceNow with a focus on SLA compliance. 3. Collected and managed hardware (laptops/desktops) post-user termination, including device freezing, data retrieval, and secure return coordination. 4. Handled immediate termination requests by prioritizing email alerts, freezing devices, and disabling accounts to ensure data security. 5. Provided remote support using TeamViewer and ConnectWise, resolving hardware, software, and network issues across Windows and Linux systems. 6. Installed, configured, and updated software applications; managed VPN and remote access issues; and supported patch and security updates. 7. Collaborated with cross-functional IT teams to ensure seamless support and knowledge sharing. Maintained detailed documentation of technical issues and resolutions for audit and process improvement. ✅ Education: B.Tech (2018–2022) – Dr. A.P.J. Abdul Kalam Technical University (AKTU), Uttar Pradesh – 72% MBA – Lovely Professional University (LPU), Punjab – 68% ✅ Certifications & Skills: IT Service Management (ITSM): ServiceNow (Incident & Service Request Handling). Cloud: Aws/Azure. Remote Support Tools: TeamViewer, Connect Wise Operating Systems: Windows, Linux. User Off boarding & Security: Device freeze, data retrieval, account deactivation, hardware collection. Asset Management: Laptop/Desktop tracking, return coordination, inventory updates. Email & Communication Tools: Outlook, Email prioritization for immediate terminations. Troubleshooting & Maintenance: Hardware/software diagnostics, system performance tuning. Networking: VPN support, remote access troubleshooting, connectivity issue resolution. Software Management: Installation, configuration, patching, and updates. Documentation: Ticket resolution tracking, knowledge base contribution, audit logs. Collaboration: Cross-team coordination, live call support, escalation handling.