Allwyn Selvanayagam
Kotagiri
Summary
Experienced Service Desk Lead with 9 years of professional experience in customer service, system integration, and technical support. Proven ability to effectively lead teams in resolving complex issues quickly and accurately. Skilled in utilizing various technologies for service management and automation. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Desk Lead
Wipro Technologies, TAMIL NADU
08.2019 - Current
- Supervised and monitored service desk analysts, providing trainings to help ensure su cient performance levels and adherence to process and procedures
- Plan work schedules for global help desk operations and assign sta to accomplish daily work by providing for variations in workload
- Signi cant reduction in mean time to resolve (MTTR) incident tickets, improving the MTTR to 25minutes
- Established service level agreements (SLA) and ensured that they would be met
- Achieved 99.5% customer service satisfaction rating
- Automated various IT / Service Desk processes with the help of shell scripting to improve e ciency and accuracy
- Resolved customer inquiries expeditiously and ensure customer follow up and satisfaction.
Service Desk Analyst
Wipro Technologies
05.2018 - 07.2019
- Managed over 1000 calls to assist users with assortment of hardware and software related issues, providing excellent customer service
- Categorize and record reported queries and provide solutions
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to higher level of support
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Service Support Sta
NATIONAL TRAVELS AND TOURISM BUREAU CO
11.2015 - 12.2017
- Monitoring Systems and installing them with the latest updates
- Handling of various companies on their nancial statements for the tickets
- Issued and payment made
- Install and maintenance local printers, setup network printers, con gure print servers
- Performing diagnostic tests and debugging procedures to optimize computer systems
- Set up accounts and workstations
- Monitor performance and maintain systems according to requirements
- First Point of contact for any billing related issues and to resolve them in a timely manner
- Make sure Travel Order matches with bookings to avoid any discrepancies.
IT Admin
SAI TOURS AND TRAVELS
10.2013 - 05.2015
- Created a comprehensive, step by step technical support guide that was made accessible to all sta , document provided straight forward directions to troubleshoot certain internal software issues and customize the newly developed performance enhancement link
- Monitoring and maintaining networks and servers
- Upgrading, installing, and con guring new hardware and software to meet company objectives
- Designing and implementing e cient end-user feedback and error reporting systems.
Education
M.Sc - Software and Systems
KG College of Arts And Science IN, TAMIL NADU
High School Diploma -
Pandiaraj Memorial Matric Hr. Sec School
Kotagiri, IN, TNHigh School Diploma -
St. Jude's Public School And Junior College
Kotagiri, TNSkills
- Client relationship management
- Project Management
- Team Management
- ITIL
- Desktop support
- Technical issues analysis
- Problem-Solving
- Programming Language
- Office 365
- Service Level Agreements
- Service Desk Operations
- Salesforce
Certification
PMP Certification Training Course : Foundation of Project Management from Coursera 2022
Languages
English
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Hindi
Upper intermediate (B2)
Timeline
Service Desk Lead
Wipro Technologies, TAMIL NADU
08.2019 - Current
Service Desk Analyst
Wipro Technologies
05.2018 - 07.2019
Service Support Sta
NATIONAL TRAVELS AND TOURISM BUREAU CO
11.2015 - 12.2017
IT Admin
SAI TOURS AND TRAVELS
10.2013 - 05.2015
M.Sc - Software and Systems
KG College of Arts And Science IN, TAMIL NADU
High School Diploma -
Pandiaraj Memorial Matric Hr. Sec School
High School Diploma -
St. Jude's Public School And Junior College
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