Ayushi Kamal Sahu
Kamptee
Summary
To associate myself with an esteemed organizaon where I can ulize my analycal and technical skills with consistent effort for development of self as well as the organizaon.
Overview
5
5
years of professional experience
Work History
Technical Process Specialist
Infosys
07.2022 - Current
- Company Overview: Working for Google on their Google Workspace project
- Currently managing a team of 17 agents, monitoring their performance along with managing their work adherence & compliance issues also ensuring the project progress
- Worked to create an environment of service excellence within the team by conducting weekly team huddles, one on one connect with agents
- Continually worked to understand the needs of the client and to identify and eliminate loopholes in the process to maximize the performance along with maintaining the SLAs
- Generated daily, weekly & monthly reports regarding agent performance metrics
- Weekly monitoring and performing quality audits of calls and chats along with providing feedback to the agents
- Working as a front line billing support for a major cloud service and email service provider
- Working for Google on their Google Workspace project
Technical Support
Atos-Syntel
10.2019 - 06.2022
- Assist the customer chat, email and call - Respond customer inquiries, access problem and issue related uses of software, IT application, etc - work closely with various IT teams to provide the support to customer
- Responsible for day to day L3 support
- PL/SQL
- Insightful knowledge in Installation, Configuration & Maintenance of Network Devices as well as Office 365
- Superior troubleshooting & technical support abilities with various migrations, network connectivity and VPN
- Expertise in handling windows OS level issues, Office 365 migration & various kinds of outlooks issues
- Good communication and problem-solving skills
- Working in a ticketing tool
- Outlook configuration Users backup, create, repair PST in MS Outlook
- Migration of user on Outlook to office 365
- Attending calls regarding Office 365, Lync, Skype For Business
- Remote support for Outlook & Lync
- Configuring exchange emails on Android, Windows phone
Education
Bachelors of Computer Applicaons -
SNDT University
01.2019
Skills
- Ability to Work Under Pressure
- Passionate about learning New Technologies
- Quick learning capability
- Positive thinker
- Self Motivated
- SDM
- PISA
- Service now
- Salesforce
Roles And Responsibilities
- Creating or raising tickets on behalf of the requester as per the requirement.
- Handling all types of escalation processes.
- Monitoring ticketing tools time to time.
- Performing all types of admin activities.
- Knowledge of handling all incidents and changes.
- Taking follow ups with users on a regular basis for pending issues.
- Handling weekly calls with vendors.
- Experience in CSAT administration.
- Generating close vs open ticket ratio report.
Languages
English
Hindi
Marathi
Ticketingtools
- SDM
- PISA
- Service now
- Salesforce
Personal Information
- Date of Birth: 10/05/98
- Gender: Female
- Nationality: Indian
Hobbies and Interests
- Listening music
- Cooking
- Watching Movies
Disclaimer
I, hereby solemnly declare that the above mentioned is true to the best of my knowledge.
Timeline
Technical Process Specialist
Infosys
07.2022 - Current
Technical Support
Atos-Syntel
10.2019 - 06.2022
Bachelors of Computer Applicaons -
SNDT University
Similar Profiles
Ved ShuklaVed Shukla
Senior System Engineer at InfosysSenior System Engineer at Infosys
ASMITA KULKARNIASMITA KULKARNI
Consultant at InfosysConsultant at Infosys
Akshat YadavAkshat Yadav
Technology Lead-US at InfosysTechnology Lead-US at Infosys