Gayathri Vinayagam

• Developed and maintained knowledge base articles, enhancing resource availability and supporting team training initiatives.
• Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
• Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
• Engaged in user support interactions via telephone, chat and email platforms.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

Achievements/Tasks

• An experienced Service Desk professional with a comprehensive understanding of Information Technology, providing support and customer service to end users in a fast-paced environment. Proven ability to troubleshoot, diagnose, and resolve complex issues quickly and efficiently.
• We need to get the assets from Exit employees within 30 days, and improve the asset disposal process.
• Multi-Asset Tagging: Assets Drive and Prevention.
• Monthly inventory reconciliation: assets to be disposed of within 180 days.
• The existing multi-asset drive should be closed by November, and we need to implement a prevention plan to reduce the same.
• D1D Campus - Asset allocation, MMR Creation, and handover.
• Major escalations in BAU. Mail response to end users regarding desktop allocation SLA, asset release, and asset compliance - domain joining.
• Reverse logistics for D1D abort, employee exit, and release tickets.