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I'm Jagriti Kumari, an IT support professional with 4 years of experience in remote troubleshooting, software/hardware upgrades, and network protocols. I manage user accounts and access control using Active Directory and CyberArk, and I work across MS Office and ticketing systems (ServiceNow, Jira, CRM) to resolve issues for users worldwide. I take pride in delivering quick, clear communication and high customer satisfaction. In my roles I've achieved an 85% first-call resolution, reduced average response time by 30% through streamlined ticketing, and cut errors by 25% through hands-on practice and simulations. I have managed 500+ AD accounts and consistently reopened and resolved tickets for prioritized customers to reduce complaints by 40% while maintaining quality.…I'm Jagriti Kumari, an IT support professional with 4 years of experience in remote troubleshooting, software/hardware upgrades, and network protocols. I manage user accounts and access control using Active Directory and CyberArk, and I work across MS Office and ticketing systems (ServiceNow, Jira, CRM) to resolve issues for users worldwide. I take pride in delivering quick, clear communication and high customer satisfaction. In my roles I've achieved an 85% first-call resolution, reduced average response time by 30% through streamlined ticketing, and cut errors by 25% through hands-on practice and simulations. I have managed 500+ AD accounts and consistently reopened and resolved tickets for prioritized customers to reduce complaints by 40% while maintaining quality.

Jagriti Kumari

Content Creator, Writer, Content Designer, +7

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I'm Jagriti Kumari, an IT support professional with 4 years of experience in remote troubleshooting, software/hardware upgrades, and network protocols. I manage user accounts and access control using Active Directory and CyberArk, and I work across MS Office and ticketing systems (ServiceNow, Jira, CRM) to resolve issues for users worldwide. I take pride in delivering quick, clear communication and high customer satisfaction. In my roles I've achieved an 85% first-call resolution, reduced average response time by 30% through streamlined ticketing, and cut errors by 25% through hands-on practice and simulations. I have managed 500+ AD accounts and consistently reopened and resolved tickets for prioritized customers to reduce complaints by 40% while maintaining quality.…I'm Jagriti Kumari, an IT support professional with 4 years of experience in remote troubleshooting, software/hardware upgrades, and network protocols. I manage user accounts and access control using Active Directory and CyberArk, and I work across MS Office and ticketing systems (ServiceNow, Jira, CRM) to resolve issues for users worldwide. I take pride in delivering quick, clear communication and high customer satisfaction. In my roles I've achieved an 85% first-call resolution, reduced average response time by 30% through streamlined ticketing, and cut errors by 25% through hands-on practice and simulations. I have managed 500+ AD accounts and consistently reopened and resolved tickets for prioritized customers to reduce complaints by 40% while maintaining quality.

Available to hire

I’m Jagriti Kumari, an IT support professional with 4 years of experience in remote troubleshooting, software/hardware upgrades, and network protocols. I manage user accounts and access control using Active Directory and CyberArk, and I work across MS Office and ticketing systems (ServiceNow, Jira, CRM) to resolve issues for users worldwide.

I take pride in delivering quick, clear communication and high customer satisfaction. In my roles I’ve achieved an 85% first-call resolution, reduced average response time by 30% through streamlined ticketing, and cut errors by 25% through hands-on practice and simulations. I have managed 500+ AD accounts and consistently reopened and resolved tickets for prioritized customers to reduce complaints by 40% while maintaining quality.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Language

English

Advanced

Work Experience

Tech Ops, Service Desk IT Support at Microland Ltd

February 1, 2025 - October 27, 2025

Provided direct IT support to Australian users, ensuring smooth operations and timely resolution of IT-related requests. Participated in a rotational 24x7 on-call schedule, including night shifts. Troubleshot network connectivity and internet issues; delivered IT support via calls, emails, and remote assistance for Serco employees across the EMEA region. Managed user accounts in Active Directory (AD) by creating, modifying, disabling, assigning permissions, unlocking accounts, and resetting passwords. Maintained high levels of service delivery and 95% remote troubleshooting success rate, resolving an average of 10 issues per day. Proficient in using the ServiceNow ticketing system to log, track, and resolve technical issues, maintaining 95% user satisfaction.

Network Operations Associate at Accenture

January 1, 2023 - October 27, 2025

Managed end-user computing network for Verizon (US client), troubleshooting and configuring network issues for seamless functionality. Handled user account management, permission settings, and role configurations for supported applications. Provided IT support to minimize disruption and collaborated with global support groups to troubleshoot client issues. Enhanced processes through standards and documentation to uphold high customer satisfaction and operational success.

Technical Support - Advisor II at Concentrix

January 1, 2022 - October 27, 2025

Provided hardware, software, and network support to customers via telephone and emails, resolving an average of 30 inquiries daily using CRM and MSD tools. Addressed basic networking problems for Lenovo customers. Managed system malfunctions, conducted OS installations, and diagnosed technical issues. Received a consistent 95% or higher customer satisfaction score for Hardware and Networking Support over three months, and maintained procedures for logging, reporting, and monitoring desktop/laptop operations.

Technical Support - Advisor I at Concentrix

January 1, 2020 - October 27, 2025

Managed Lorex & Comcast processes, engaging in remote troubleshooting including password resets based on serial numbers and executing configuration changes for equipment. Provided guidance to customers through software installations and firmware upgrades via calls and emails. Conducted thorough research on customer accounts, delivering precise information that resulted in a 95% positive feedback rate.

Tech Ops, Service Desk IT support at Microland Ltd

January 1, 2023 - February 1, 2025

Managed user accounts and access control; troubleshot technical issues using Active Directory, CyberArk, and various IT tools. Provided direct support to Australian users and participated in a rotational 24x7 on-call schedule; resolved IT issues via calls, emails, and remote assistance across the EMEA region; logged and tracked monitoring alerts and tickets at L1-L3 levels; coordinated with IT teams to ensure smooth service delivery; documented recurring issues to enable faster troubleshooting; achieved a 95% remote troubleshooting success rate using TeamViewer and LogMeIn; utilized ServiceNow for ticketing and tracking; handled user account management, permissions, and role configurations.

Network Operations Associate at Accenture

January 1, 2022 - January 1, 2023

Managed end-user computing network for Verizon (US client); troubleshot network issues and configured network services to ensure seamless functionality; supported end-user accounts and permissions; collaborated with global support groups to troubleshoot client issues; improved processes through documentation and proactive follow-up, achieving 80% ticket closure and 50% faster resolution; contributed to a 25% team performance improvement.

Technical Support - Advisor II at Concentrix

January 1, 2021 - January 1, 2022

Provided hardware, software, and network support to customers via phone and email; resolved an average of 30 inquiries daily; achieved 95%+ customer satisfaction; maintained procedures for logging, reporting, and monitoring desktop/laptop operations; coordinated software/hardware upgrades yielding high uptime; adhered to cybersecurity practices.

Technical Support - Advisor I at Concentrix

January 1, 2019 - January 1, 2020

Managed Lorex & Comcast processes, performing remote troubleshooting including password resets and configuration changes; guided customers through software installations and firmware upgrades; achieved 95% positive feedback; contributed to customer retention.