TECHNICAL SKILLS
ESTHER. A
IT Service Desk
Bangalore
Summary
To secure a responsible and challenging position in a reputed organization to expand knowledge, learnings and skills. To fully utilize interpersonal skills in finding an efficient solution for a given task. Accurate Senior Analyst with exceptional teamwork, leadership and communication skills. Over 2 years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines. Rational Senior Analyst with 2 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems. Forward-thinking Operations Specialist bringing 2 years of expertise in Both Windows and Apple Mac for IT sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Windows and Apple Mac Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Detail-oriented Senior Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Detail-oriented Senior Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
2
2
years of professional experience
17
17
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Senior Analyst
HCLTech
Bangalore
2024.02 - Current
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored 20 junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Provided expert advice for senior management, contributing to informed decision-making and strategic planning.
- Increased overall profitability by identifying inefficiencies within existing systems and implementing necessary changes.
- Nurtured strong working relationships with more than 10 clients, ensuring their needs were met while exceeding expectations on deliverables.
- Investigated system issues and implemented resolutions to reduce downtime.
- Spearheaded process improvement initiatives, resulting in streamlined operations and enhanced organizational capabilities.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Implemented cost reduction initiatives, achieving significant savings without compromising quality or service delivery.
- Improved company efficiency with development of key performance indicators and tracking metrics.
- Elevated departmental performance through targeted training programs aimed at developing employee skills and expertise.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Identified and resolved problems through root cause analysis and research.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Researched and adopted new technologies to add value to existing offerings.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Installed system updates to address vulnerabilities and reduce security issues.
Tech Operation Analyst
Wellsfargo Private Limited
Bangalore
2022.08 - 2024.01
- Improved operational efficiency by identifying and implementing process improvements and streamlining workflows.
- Contributed to positive work environment by fostering open communication channels among 50 team members per day, resolving conflicts promptly
- Increased team productivity by developing training materials and conducting workshops for new hires and existing staff members.
- Managed multiple projects simultaneously while maintaining strict deadlines, ensuring successful completion within budget constraints.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing team to focus on critical issues
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations
- Promoted efficiency among departments with prompt resolution of system issues
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Diagnosed and troubleshot hardware, software and network issues
Education
BE - CSE
East West College of Engineering
Bangalore 2018.01 - 2022.07
PUC [PCMB] -
St. Joseph Indian Composite Pu College, PU Exam
Bangalore, Karnataka 2015.01 - 2016.03
SSLC -
Oxford English School
Bangalore 2003.01 - 2014.04
Skills
C
Accomplishments
- Promoted to Senior Help Desk after 6 months of employment.
- Trained and led technical support teams of more than 18 support specialists.
- Recipient of individual and departmental awards for providing stellar client service.
- Increased number of resolved job tickets by 85% over previous year.
- Supervised team of 15 staff members.
Certification
Best employee
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Company CultureWork-life balanceCareer advancementFlexible work hoursPersonal development programsTeam Building / Company RetreatsQuote
Don't be afraid to give up the good to go for the great.
John D. Rockefeller
Software
ServiceNow
Operating systems
Apple Mac
Timeline
Senior Analyst
HCLTech
2024.02 - Current
Best employee
2023-06
Best employee
2023-03
Tech Operation Analyst
Wellsfargo Private Limited
2022.08 - 2024.01
BE - CSE
East West College of Engineering
2018.01 - 2022.07
PUC [PCMB] -
St. Joseph Indian Composite Pu College, PU Exam
2015.01 - 2016.03
SSLC -
Oxford English School
2003.01 - 2014.04
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