About
Technical Support and ServiceNow professional with 1.5+ years of experience supporting enterprise applications in a 24/7 environment. Hands-on experience in ServiceNow administration, incident management, SLA adherence, and platform configuration. Strong exposure to Microsoft 365, Azure Active Directory, RDP, IAM, and MFA. Known for consistent delivery quality, documentation discipline, and effective collaboration within cross-functional teams.
Skills & Expertise (15)
Work Experience
Technical Support Associate
Tech Mahindra
May 2025 - Mar 2026
Provide operational support for enterprise users across Microsoft 365, Azure AD, RDP, and business applications. Utilize ServiceNow for incident logging, prioritization, resolution tracking, and SLA compliance. Troubleshoot identity and access management issues including user provisioning and MFA. Support functional testing by validating fixes and ensuring platform stability. Maintain structured documentation of incidents, resolutions, and recurring issues. Collaborate with resolver groups to escalate and resolve complex technical problems.
Customer Service Associate
Amazon
May 2024 - Feb 2025
Acted as first point of contact for customers across orders, payments, and delivery workflows. Managed high-volume service requests while meeting quality and response benchmarks. Supported multiple business workflows based on consistent performance metrics. Assisted in onboarding and mentoring new associates as a Subject Matter Expert (SME).
Education
Bachelor of Technology - Bhoj Reddy Engineering College for Women
- 2025 · Afghanistan
Diploma - Kamala Nehru Polytechnic College for Women
- 2020 · Afghanistan
Certifications
ServiceNow Certified System Administrator (CSA)
· 2026
ServiceNow Certified Application Developer (CAD)
· 2026
Data Visualization using AI Tools
IBM SkillsBuild · 2024
Salesforce Developer Internship
· 2023
Industrial Training
ECIL / ECIT · 2020
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Skills (15)
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