Aindrila Guha

• Manage end-to-end IT operations for the Telus Digital subsidiary, ensuring seamless delivery of digital services, infrastructure support, and technical stability.
• Supervise the day-to-day activities of IT support teams, including scheduling working hours and breaks, and optimising team availability and performance.
• Act as the primary escalation point for complex technical issues, driving troubleshooting efforts and documenting resolutions to enhance knowledge sharing and prevent recurrence.
• Act as the first point of contact for all technical support requests via phone, email, and ticketing systems, ensuring timely and professional responses.
• Diagnose and troubleshoot hardware, software, and network-related issues, providing effective resolutions within defined SLAs.
• Log, track, and manage incidents and service requests using ITSM tools such as ServiceNow and Jira, ensuring accurate documentation and status updates.
• Escalate complex issues to appropriate support teams while maintaining ownership and follow-up until resolution.
• Support user onboarding and offboarding processes, including account creation, access provisioning, and deactivation in compliance with security policies.
• Monitor infrastructure alerts and perform initial triage (catch & dispatch), ensuring quick action and proper routing of incidents.
• Ensure adherence to organizational IT policies, security standards, and compliance requirements.
• Work effectively in rotational and 24x7 shift environments, maintaining high service availability and support coverage.

Azure Backup:

• Knowledge of the Azure Backup service, including configuring backup policies, managing recovery services, and monitoring backup operations.
• Assisted customers who purchased Azure subscriptions through the sales team by guiding them through account setup, configuration, and training sessions tailored to their requirements.
• Managed the onboarding process for Azure subscriptions, ensuring that customers could successfully configure and utilize the services.
• Leveraged extensive Azure product knowledge to provide personalized solutions, and address customer queries during scheduled calls.
• Collaborated with internal teams to address specific customer needs, ensuring smooth onboarding and optimal Azure subscription usage.
• Collected and documented customer feedback for service improvements, and worked with the technical team to implement enhancements.
• Contributed to developing and refining knowledge base articles, learning resources, and client-facing documentation to assist customers.
• Partnered with the sales team to introduce additional Azure features and opportunities, enhancing customer satisfaction, and driving retention.

• Managed iOS and Android devices using Mobile Device Management (MDM) systems, ensuring secure configuration, deployment, and policy enforcement.
• Provided technical support and training to end users, resolving issues, and enabling effective system utilization.
• High-Value Custom Suits Onboarding: Assisted clients in customizing and purchasing bespoke suits by conducting virtual consultations, providing fabric and fit guidance, and setting clear expectations on timelines and care instructions, resulting in enhanced client confidence and repeat purchases.
• Luxury Home Décor Line: Guided customers through the selection, care, and delivery process for Ralph Lauren’s home collection, addressing international shipping challenges, and ensuring proactive communication, which improved client satisfaction and loyalty.
• Corporate Gift Orders: Managed bulk, personalized orders by coordinating with production teams, providing clear timelines, and ensuring timely delivery for corporate events, leading to a seamless client experience and repeat orders.
• VIP Loyalty Program Onboarding: Enrolled high-value clients into Ralph Lauren’s exclusive loyalty program, explaining benefits, arranging personalized styling sessions, and ensuring their engagement, which increased brand loyalty and referrals.
• Demonstrated expertise in tailoring solutions across Ralph Lauren’s Double RL, Home, Lauren, and Polo product lines, ensuring a seamless customer experience, and fostering long-term relationships.

• Delivered timely, remote, and on-site support, diagnosing and resolving hardware/software issues using advanced troubleshooting tools.
• Reviewed code for quality and standards compliance, mentored junior engineers, and provided technical guidance.
• Pursued continuous learning through training and certifications to stay updated with emerging technologies and best practices.
• Partnered with cross-functional teams to resolve complex technical issues, and provided feedback for product improvement.
• Maintained strong customer relationships by addressing inquiries and ensuring high satisfaction and retention.
• Monitored and triaged IT support queues to ensure SLA compliance and timely resolution.
• Resolved Mac and Windows hardware, OS, and software issues, escalating complex cases when necessary.
• Installed, configured, and troubleshot software on workstations and mobile devices.
• Provided hardware repair/replacement support, including logistics coordination.
• Contributed to security and compliance initiatives to protect IT systems and organizational data.

• Assisted customers with various types of technical issues via email, live chat, and telephone.
• Troubleshoot customer inquiries related to software and hardware issues.
• Resolved escalated customer service issues on time.
• Assisted customers in understanding products, components, and systems, using technical demonstrations.
• Assisted customers with the installation of new hardware and software applications.
• Documented all activities related to technical support, including processes, updates, and changes made.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.
• Walked customers through common computer hardware and software configurations to maximize service functionality.
• Used remote login tools to assist clients with technical and product questions.
• Served as the first point of contact for incoming technical service calls and emails.
• Documented customer complaints and inquiries for use in technical documentation and bug tracking.
• Monitored customer feedback to ensure high levels of satisfaction.