BEVERLY JESSICA D SOUZA
Operations Support Associate
Summary
Dedicated support professional with experience in customer service, issue resolution, process coordination, and stakeholder communication. Skilled in handling operational tasks, maintaining service quality, managing customer queries, and improving workflow efficiency. Seeking to leverage support and administrative expertise in an Operations Associate role.
Overview
4
4
Languages
6
6
years of professional experience
Work History
Assurance Consultant (Support Representative)
Telstra
01.2025 - 08.2026
- Tracked, prioritized, and resolved incidents and service requests using IT Service Management (ITSM) tools while consistently meeting SLA targets.
- Resolved complex client issues through advanced troubleshooting techniques and proactive communication.
- Monitored service performance, escalated critical incidents when required, and ensured timely incident resolution.
- Facilitated workshops and training sessions to enhance team collaboration and improve stakeholder engagement.
- Analyzed market trends and customer feedback, guiding product development strategies for improved service delivery.
- Mentored junior consultants, fostering professional growth and promoting best practices within the consulting team.
- Collaborated with senior leadership to identify opportunities for process improvements, driving significant cost savings initiatives.
Administrator (L1 Support Engineer)
Wipro
06.2024 - 12.2024
- Answered inbound queries regarding product installation, updates, configuration, operations, and performance.
- Provided technical advice, guidance, and troubleshooting to end users within strict SLAs utilizing ServiceNow and Avaya tools.
- Diagnosed and resolved software issues involving email clients, anti-virus software, wireless connectivity, and printer troubleshooting.
- Developed troubleshooting expertise on Office 365,Windows OS and Active Directory.
- Streamlined administrative processes to enhance team productivity and operational efficiency.
- Coordinated schedules and meetings, ensuring effective communication among team members.
L1 Support Engineer
Kyndryl
11.2022 - 05.2024
- Handled inbound customer queries and identified software and hardware issues across communication channels.
- Resolved complex technical software issues encompassing email clients, security tools, wireless connectivity, and peripherals.
- Managed virtual machine environments, Office 365 administration, and application troubleshooting.
- Delivered technical support for hardware and software issues, ensuring prompt resolution to enhance user satisfaction.
- Diagnosed and troubleshot complex system problems, leveraging knowledge of IT infrastructure and client environments.
- Managed incident tickets using ServiceNow, prioritizing and categorizing requests for efficient resolution workflows.
Technical Support Engineer
Citrix
06.2022 - 11.2022
- Delivered Level 1/Level 2 technical support, diagnosing and resolving software, hardware, OS, and network issues within SLAs.
- Troubleshot high-priority incidents promptly to ensure minimal service disruption and rapid restoration.
- Ensured adherence to IT support procedures, security policies, and service management best practices.
- Performed user account administration, password resets, and access management using Active Directory.
Business Development Executive
Yellow.ai
11.2020 - 06.2022
- Developed strategic partnerships to enhance market penetration and drive revenue growth.
- Identified new business opportunities through market analysis and competitive research.
- Executed targeted outreach campaigns, resulting in increased client engagement and lead generation.
- Collaborated with cross-functional teams to align product offerings with customer needs.
- Led cross-functional teams to enhance operational workflows and streamline processes.
Education
MBA -
Symbiosis College of Distant Learning
Pune08-2028
B.E. - Electronics and Communication
St. Joseph Engineering College
Mangalore01-2020
12th - PCMC
St. Aloysius PU College
Mangalore01-2015
Skills
ITIL framework
SLA management
Incident & Request Management
ServiceNow
Active Directory (User & Group Management)
End user support
Desktop support
Troubleshooting methodology
Accomplishments
- Featured in the Telstra India Q3 News Bulletin for outstanding customer excellence and commitment to delivering high-quality client outcomes.
- Awarded the Resilient Dumble Order and Highflyer Awards for achieving SLA targets, driving process improvements, and contributing to measurable organizational growth and operational efficiency.
Timeline
Assurance Consultant (Support Representative)
Telstra
01.2025 - 08.2026
Administrator (L1 Support Engineer)
Wipro
06.2024 - 12.2024
L1 Support Engineer
Kyndryl
11.2022 - 05.2024
Technical Support Engineer
Citrix
06.2022 - 11.2022
Business Development Executive
Yellow.ai
11.2020 - 06.2022
12th - PCMC
St. Aloysius PU College
B.E. - Electronics and Communication
St. Joseph Engineering College
MBA -
Symbiosis College of Distant Learning