IT Service Desk Coordinator - First Line IT Support Technician

• Feb 2023 - Present

Sales Assistant

• Jan 2023 - Feb 2023

IT Service Delivery Specialist - IT Lead Service Coordinator

• Mar 2022 - Dec 2022

•Managed Service Coordination Team performance to ensure appropriate quality and productivity to meet Service Level Agreements (SLA). •Improved Service Board by maximizing communication and transparency between clients, internal departments, and stakeholders. •Enforced ITIL practices to provide process guidance by following up on tickets with engineers directly and training them to follow process for efficient service delivery. •Supervised Helpdesk Team Leads •Refined average delivery times by eliminating non-value-adding steps, automating tasks, and managing scope creep. •Coordinated and successfully migrated large-scale, complex projects. •Provided direction and professional development opportunities for both IT Team and Delivery Team. •Conducted Quality Assessments and communicated health and safety procedures to protect staff and stakeholders. •Created digital file classification system for company-wide use. •Translated senior management directives into actionable front-line policies and implemented changes with staff. •Monitored health and safety measures for guaranteed compliance. •Worked with project teams to define realistic scope and deadlines. •Experience working with Cloud Service environments Show less

IT Client Services Coordinator

• Mar 2021 - Feb 2022

•Oversaw Helpdesk Team performance to ensure appropriate quality and productivity to meet Service Level Agreements(SLA). •Achieved Client Success rate by conducting Quality Assessments and communicating health, and safety procedures to protect staff and stakeholders. •Used data-driven strategies with Smile Back and Bright Gauge to improve quality of customer interactions. •Continually achieved positive Client feedback for processing customer correspondence, reducing communication delays for improved client satisfaction ratings. •Prioritized allocated incoming support tickets and requests into ConnectWise Ticketing system with friendly, knowledgeable service and support as per agreed Service Level. •Coached and mentored new team members to build high-performing team for optimum productivity of Helpdesk/service desk. •Created digital file classification system for company-wide use (For Example IT Glue Documentation, Centralized Runbook, Playbook) •Critiqued upgradation of Phone systems(8x8), ConnectWise. •Negotiated and directed client expectations with Net-Admin, PTM, and other divisions to drive service enhancements •Expert in Helpdesk ticketing system (For example: Connect Wise Manage) •Ability to understand a problem description and follow process/best practices to effective resolution •Ability to communicate clearly with team members and clients •Excellent interpersonal, verbal, and written communication skills, with emphasis on phone, email, and online communications •Collaborate with development, product management, and customer onboarding functions in order to care for customers efficiently and effectively. Show less

Client Account Manager

• Jun 2019 - Feb 2021

•Manage VMS - MSP Clients & portals. •Implementation & configuration of software tools as in Timesheet Application and PMO portal/Office clip. •Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements. •Client Service Delivery- Assumed ownership over team and managed workflow to meet or exceed quality service goals by working closely with delivery teams to ensure that team understands customer requirements and is aligned •Expertise leading in working with State Client projects in US geographical location •Trained and mentored team of 8 to exceed targets and effectively retain accounts •Worked on complaints/escalation made by customers/clients •Day-to-day monitoring & mentoring team regarding Client Account Management Show less

Risk Control Executive and Travel Counselor

• Nov 2017 - May 2019

•Promoted Domestic & US International Sales using Amadeus - Computer Reservation System (CRS) •Provided end-to-end service while organizing trip from booking tickets, reserving hotels, and travel packages, creating itinerary, promoting Insurance Policies such as Travel, Baggage, Medical, etc •Risk management: Identified financial, safety or security risks that client company or organization may face. •Gathered confidential financial information from clients such as income, assets, and debts. •Resolve any problem that arises regarding trip for customers, negotiate any customizations or modifications requested and accommodate to best level possible. Show less

Customer Service Advisor

• Oct 2016 - Oct 2017

•Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback. •Offered detailed advice on product and service benefits. •Managed high-volume customer queries which were 70 calls per day, simultaneously through effective multitasking. •Offered prompt solutions to maintain customer satisfaction. •Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback. •Offered detailed advice on product and service benefits. •Managed high-volume customer queries which were 70 calls per day, simultaneously through effective multitasking. •Offered prompt solutions to maintain customer satisfaction.

Mechanical Engineering Intern

• Jan 2016 - Jun 2016

Worked on Mahindra project Worked on Mahindra project

Mechanical Engineering Intern

• Dec 2014 - Jan 2015

Completed project on GMISS( Global mechanical integrity and safety standard) Completed project on GMISS( Global mechanical integrity and safety standard)

Mechanical Engineering Intern

• May 2014 - Jul 2014

Worked on project- To increase the efficiency of a boiler Worked on project- To increase the efficiency of a boiler