Pratiksha Salunke

• Led project teams in successful completion of multiple high-priority initiatives within established timelines and budget constraints.
• Collaborated closely with cross-functional teams to ensure seamless integration of new technologies into existing systems.
• Streamlined technical processes by identifying inefficiencies and implementing improvements.
• Managing service requests and incidents, ensuring timely resolution and adherence to service level agreements(SLAs).
• Utilized ServiceNow tool for logging and managing tickets.
• Managed the escalation inbox, resolving complex

issues and co-ordnating with senior technical staff to address issue urgently and for critical cases.

• Handled high-priority tickets with prompt and effective solutions, coordinating with various teams to minimize downtime and impact on operations.
• Managing service requests and incidents, ensuring timely resolution and adherence to service level agreements(SLAs).
• Utilized ServiceNow tool for logging and managing tickets.
• Resolved vendor-related tickets, ensuring smooth communication and prompt resolution of third-party issues.
• Managed major integration tickets, overseeing the process from ticket creation to resolution, including stakeholder communication and documentation

• A deep understanding of configuring and fine-tuning Citrix Xenapp, XenDesktop, StoreFront, Citrix Gateway, and Citrix Workspace Environment Management.
• Manage incidents by evaluating their impact and confirming their priority. Address both technical and functional aspects, offering solutions to end-users and suggesting workarounds when necessary. Keep end-users informed about the progress of incident management, collaborating closely with other resolution teams.
• Excellent interpersonal skills and the ability to work as part of diverse team. Strong problem solving and creative skills and the ability to exercise sound judgement and make decisions based on accurate and timely analyses.
• Make use of ticketing tools to record, monitor, and oversee user requests and technical issues. Understanding of ITSM tool for Incident/Problem/Request/Change