Abhimanyu Mishra

• Led a team of 10+ members, driving project completion with quality standards.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Spearheaded continuous improvement initiatives, leading to significant enhancements in processes and efficiency.
• Cultivated strong relationships with clients, understanding their needs and aligning projects to exceed expectations.
• Coordinated cross-functional teams to streamline workflow and enhance productivity across departments.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Evaluated customer needs and feedback to drive product and service improvements.

• Served as the main point of contact for all incident related communications and escalations, ensuring clear and timely updates to stakeholders.
• Collaborated with cross functional teams to identify and resolve recurring technical issues, reducing overall incident response.
• Implemented new service desk tools and technologies to enhance efficiency and improve customer satisfaction levels.
• Proactively managed high priority incidents to minimize impact on business operations and ensure timely resolution.
• Acted as a technical escalation point for complex issues and provided mentorship to junior team members to enhance their skills.
• Collaborated with cross functional teams to identify and address root causes of incidents, leading to long term solutions and process improvements.
• Managed and coordinated response to critical incidents, ensuring timely resolution and minimal impact on operations

• Lead a team of service desk engineers to provide efficient and effective IT support for internal and external customers.
• Acted as a technical escalation point for complex issues, providing guidance and solutions to junior team members.
• Collaborated with cross functional teams to identify and resolve issues impacting service desk performance.
• Collaborated with other departments to investigate and resolve complex technical issues escalated from the service desk.
• Acted as a subject matter expert for service desk operations, providing guidance and support to team members on troubleshooting and problem solving techniques.

• Worked as a freelance individual on Freelancer com working on various kinds of projects.
• Utilized strong communication and negotiation skills to establish long lasting relationships with clients and secure repeat business.
• Service Desk and Customer Services Operations

Worked as a SME floor support for Inbound outbound calling and Back office operations for UK based 5G telecom service Provider T mobile Orange and EE.