Deepika Shivappa

• Accounts Handled : PactivEvergreen and Novolex
• Knowledge Management Change Management Problem Management. SLA Management

• Developed and maintained a centralized knowledge base to support IT service teams.
• Ensured accuracy and relevance of articles through regular reviews and updates.
• Promoted a knowledge-sharing culture across teams, increasing usage by 40%.
• Conducted training sessions on effective documentation and retrieval practices.

• Managed the full lifecycle of changes, including planning, risk assessment, approval, implementation, and post-review.
• Facilitated Change Advisory Board (CAB) meetings to evaluate impact and ensure alignment with business goals.
Ensured compliance with ITIL standards, reducing change-related incidents.
• Improved change success rate through structured impact analysis and stakeholder coordination.

• Conducted root cause analysis (RCA) for recurring incidents and implemented permanent fixes.
• Maintained problem records and tracked resolution progress to closure.
• Collaborated with technical teams to identify systemic issues and reduce incident volume.
• Achieved reduction in repeat incidents through proactive problem resolution.

• Defined and monitored SLAs and OLAs across service teams to ensure consistent service delivery.
• Developed real-time SLA dashboards to track performance and compliance metrics.
• Conducted regular reviews with stakeholders to ensure service expectations are met.
• Achieved target SLA compliance through continuous monitoring and process optimization.

• Accounts Handled : Humana and Thermofisher
• Defined and implemented audit parameters based on ITIL principles, review audit tickets, and provide feedback to the team.
• Conducted internal audits to identify process gaps and recommended improvements.
• Conducted root cause analysis investigations to identify and resolve quality issues.
• Analyzed data to identify trends, developed and monitored Key Performance Indicators (KPIs) to track quality performance and identify improvement opportunities.
• Collaborated with cross-functional teams to implement process improvements.
• Facilitated training programs to improve quality awareness and skills.
• Monitored and managed the team's performance to ensure that SLA's are achieved.
• Published dashboards, conduct review meetings, and suggest improvements to enhance the overall process.
• Participated in external audits and assist in maintaining ISO 9001 certification.

• Accounts Handled : Hilton and Fifth Third Bank(Advance Team Support)
• Handling inbound and outbound contacts and responding to and resolving any client questions via phone calls, chat box systems and email messages.
• Provided Tier 1 support for multiple applications including MS Exchange outlook profiles, MS Office 365 profiles, Shared mailbox, Distribution Lists, Outlook Delegate Access, Declare etc.
• Troubleshooting on IOS, Android and Blackberry email issues, recreating and pushing profiles through server.
• Created and administered Active Directory, RSA and AS400 accounts.
• Monitor ACD queue, break management.
• Tickets scrubs to improve the process and update the knowledge base.
• Co-ordinate with Tier II teams to expedite ticket/issue resolution.
• Conduct team huddle and meetings to share process updates and learnings.
• Assisted in clearing pending tickets transferred by previous helpdesk for Fifth Third Bank.
• Trained in Process document creation and modification.
• Cleared the Knowledge Base author assessment with good grade.
• Completed Virtual Knowledge Manager (VKM) Program training with the certificate.
• Taken initiative to send Reports on Productivity, CSAT, FCR, Telecom SLAs etc.
• Have been a SPOC for QOTD, KT, Fun Friday in the Team.

• Accounts Handled : Hilton
• Provided phone, chat and email based support to maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets.
• Ensure system security for desktop, mobile and cloud environments.
• Worked as a part of the project wherein RSA tokens were assigned and setup for 8000 users.

• Handled Inbound and Outbound calls to provide technical and non - technical solutions.
• Provided Floor support, Handled Escalation in Supervisor and Repeat desk.
• As SME, made sure that the team was adhering to the process.