Deepali Kumari

Technical Lead Expert and Customer Experience Management Member

• L3 Expert: Utilized technical expertise to troubleshoot and resolve escalated customer issues as L3 Experts, achieving high levels of satisfaction.
• QA Audit Sheet: Contributed to the development and refinement of Quality Audit sheets (QA), focusing on enhancing parameters that improve customer experiences on calls as well as on chats.
• DSAT Analysis: Addressed and resolved customer dissatisfaction (DSATS) by engaging directly with users to understand their concerns and providing actionable feedback.
• Relayed customer feedback to relevant team leads and engineers, facilitating targeted skill development and implementing corrective actions to enhance performance and service quality.
• Monitored and managed service desk queues to ensure efficient handling of tickets within SLAs, improving overall ticket processing and customer satisfaction.
• Utilized dashboards for real-time visibility of ticket queues, highlighting high-priority and overdue tickets to optimize workload distribution.
• Meeting SLA: Set up alerts and notifications for tickets approaching or exceeding SLA limits, ensuring timely response and resolution.
• Generated reports on queue performance, ticket aging, and agent productivity to identify trends and resource needs.
• Ticket Prioritization and Automation: Implemented best practices in ticket prioritization and automation, which significantly improved team efficiency and responsiveness.
• Amigo Chat Testing and Workflow Management: Issues with the links and workflows were identified. Worked with development teams to update and correct links related to Outlook, Microsoft Office Suite, Teams, OneDrive, and Mac password synchronization, etc. Implemented necessary changes to existing workflows to accommodate unsupported detailed information.
• ServiceNow UAT Testing: Led UAT for ServiceNow solutions by ensuring they met end-user requirements and performed effectively in real-world scenarios, identifying and reporting bugs and defects based on user feedback, and collaborating with end-users and development teams to address concerns and facilitate testing.
• Created User manual for VDN (Vector Directory Number) testing and call transfer procedures, detailing protocols for transferring calls between India-based and US-based agents, escalating to the Escalation Team, and accessing the IM Team for advanced troubleshooting.
• Generated AI images for updating self-service catalog request icons, delivering visual assets to the development team to enhance the portal's user interface.
• Leveraged ChatGPT and Copilot to generate content, answer queries, and automate responses, significantly enhancing communication efficiency and productivity.
• Technical Proficiencies: Worked with Lion Hurt, BOX, Cisco Finesse, Microsoft Azure, Corp ID Management, ServiceNow, Microsoft Identity manager (MIM), Exchange Admin Center, WORKSPACE, Bomgar Remote Session Tool, Microsoft BitLocker Administration and Monitoring drive recovery, Publicis Groupe Service Central(self Service Tool), JAMF Pro Login(MAC),Google SSO User Management Tools, Software Inventory, Microsoft Office 365, OWA, Outlook, MS Excel, MS PowerPoint, MS Word

• Technical Service Desk: Provided technical support for Goldman Sachs employees both onsite and from vendor sites. Handled queries from start to finish, ensuring prompt resolution by leveraging a comprehensive knowledge base and referring to Confluence articles.
• Issue Resolution: Managed a broad range of technical issues, resolving them by consulting with specialist teams and utilizing available resources. Ensured that each query was addressed thoroughly until its resolution. The escalation process was limited to onsite help or vendor support when necessary.
• Specialist Teams Collaboration: Worked closely with specialist teams in Messaging, MAC, Voice Specialist, NDS(network desktop system), SAP, Zoom, and Unix. Contributed to the Unix Specialist Team, focusing on tasks such as:Putty Platform: Performed role assignments, drive creations, and environment variable setups for both Windows and Unix systems.
• Experience in Exchange Admin Center and Microsoft Azure: Managed and configured email systems using Exchange Admin Center and optimized cloud infrastructure with Microsoft Azure.
• Ticketing and Support Tools: Used ServiceNow (Snow), JIRA, and Keystone for ticket creation and management.
  Utilized Goverlan as a remote tool for troubleshooting and support.
• Handled messaging through Office 365 (Outlook, Teams) and managed user accounts using Active Directory.
• Application Installation and Management:

Iridium and Putty: Installed and managed applications, including role assignments, drive creation, and environment variable setups for Windows and Unix systems using Iridium and Putty.
Appstore and App Central: Administered and supported applications through tools such as Appstore and App Central, ensuring proper installation, configuration, and access.

• IT Analyst : Inbound/Outbound Calls and Chats: Handled inbound and outbound calls and chats for one year, consistently achieving high ratings and delivering exceptional customer experience.
• Subject Matter Expert : Promotion to L2: Promoted to Level 2 (L2) support the following year, reflecting an advancement in responsibilities and expertise.
• Assisted On Job Training batches with process and tool-related queries while simultaneously working on process reporting.
• Reviewed CSATs and DSATs, created MS PowerPoint presentations to highlight and encourage engineers' efforts in achieving positive survey results, and provided individual feedback emails to engineers and respective Team leads, detailing reasoning for DSATs and identifying areas for improvement.
• Operational Analysis: Analyzed operational improvements against KPIs to measure and track progress.
• Escalation Management: Managed escalations of global/known issues to the ITO team, including monitoring and updating escalated incidents.
  Served as the interface between users and the ITO team.
• NICE Tool Usage for DSAT Analysis: Utilized NICE tool to analyze DSAT (Customer Dissatisfaction) by listening to recorded calls and reviewing chat interactions.
• Conducted call and chat audits using QA sheets to assess service quality and identify areas for improvement.
• Technical Skills: Experienced in ticket creation with Remedy SmartIT, remote tools including SCCM and Remote Connect, and call handling with NICE.
  Performed backend application installations, Office 365 setup, and Active Directory management.
  
• Awards and Recognition: Summit Award Winner for March 2021 with a scorecard rating of 5.
  RnR - Team Performer for January 2021.