Summary
Overview
Work History
Education
Skills
Certification
Languages
Awards
Hobbies and Interests
Timeline
Generic

GULAFSHA BANU

Mysore

Summary

An independent and self-motivated graduate with proven analytical and customer facing skills. With over 5 years of experience as an IT Support Professional, I have a proven track record of providing top-notch technical support to clients. My biggest achievement in this role has been implementing a new ticketing system which improved response times by 30%. I possess excellent problem-solving skills and have the ability to troubleshoot complex issues efficiently. My strong communication skills allow me to effectively communicate technical information to non-technical individuals. I am highly skilled in various operating systems and possess a strong understanding of network infrastructure. My dedication to customer satisfaction and attention to detail has resulted in consistently positive feedback from clients.

Overview

6
6
years of professional experience
1
1
Certification

Work History

IT Support Analyst

RSM Delivery Center (India) Pvt Ltd
01.2024 - Current
  • Delivered comprehensive technical assistance for software, hardware, cloud applications, VPN, and peripheral issues to global internal users via remote connections and phone, ensuring timely resolution of technical problems
  • Managed and resolved issues through the ServiceNow ticketing system, including escalation and routing, and utilized the Knowledge Base for documentation and problem-solving
  • Administered Active Directory for account and group policy management, and performed software installations and configuration management using SCCM
  • Provided remote desktop support, including troubleshooting and resolving user issues, and managed web and virtual server technical assistance
  • Handled administration of AD, MS Exchange, Citrix, VDI, Microsoft 365, and Azure, including set-up for Windows Hello For Business and multi-factor authentication (MFA), ensuring effective system performance and security

Senior Technology Support [L2 Support Engineer]

Infosys BPM Ltd
01.2023 - 01.2024
  • Functioning as an L2 support engineer for the application and telematic services of Toyota and Lexus (Toyota Motors North America- TMNA)
  • Handling incidents routed by L1 support, investigating, resolving, and closing to the client's satisfaction, within the agreed SLA
  • Responsible for the day-to-day maintenance of the product and services in operation, including tasks related to identifying and troubleshooting issues or escalations and finding resolutions
  • Carrying out Problem Management and working towards the fixes of complex issues
  • Understanding in Rest API calls, microservices and databases
  • Most Valuable Contributor award

Senior Technology Support [Chat Support EngineerLead]

Infosys BPM limited
01.2021 - 01.2023
  • Functioning as the representative to the brand Lexus
  • Providing L0 & L1 IT support
  • Actively participant with L2 support team, handling client calls and escalations
  • Utilizing collective tools to navigate through while handling the customers
  • Taking customers through a series of actions and getting to the root cause to resolve the problem and managing multiple cases at one time
  • Providing process & soft skill trainings/KT sessions for any newer folks when appointed
  • Functioning as acting TL

Cash Operations Specialist (Accountant)

Infosys BPM limited
01.2020 - 01.2021
  • Analysis and verification of accounting records, financial statements and reports to ensure accuracy and adherence to reporting the procedural standards
  • Resolved High Dollar accounts and accomplished by achieving monthly target
  • Functioned as the first point of contact to the customers after account reconciliations in regards with the payments received or overpayments including receipts of invoices, coding for appropriate action taken on the account

Customer Relationship support Executive

Conzulere NextWealth Pvt Ltd
01.2019 - 01.2020
  • Functioned as a voice support agent for the initial two months and later was moved to non-voice support
  • Handled escalations and simultaneously trained new joiners on the process
  • Performed quality analysis on the go and was rewarded every month as the star performer

Education

Bachelor of Business Management - BBM

Vidyavardhaka first grade college/University of Mysore
Mysore
01.2018

Skills

  • Customer Relationship Management
  • Effective communication skills
  • Incident Management
  • Problem solving
  • Decision Making
  • Analytical skills
  • Oracle
  • AssitEdge
  • Basics of SQL
  • AWS
  • Ticketing tool
  • FreshDesk
  • JIRA
  • ServiceNow
  • MS Office/365
  • Active Directory
  • SCCM
  • Technical Support
  • Customer Support

Certification

  • Business Writing and Business Communication
  • Problem solving & Decision Making
  • Customer Relationship management & Customer Advocacy & How to Help Others
  • Service Desk Incident management & IT Service Desk: Customer Service Fundamentals
  • CS100 Customer Service- A way of life [Voice,Chat, Email] & Customer Service: Serving Internal Customers
  • Outlook Essential Training (Microsoft 365)

Languages

English
Hindi
Kannada
Urdu
Gujarati Memoni

Awards

  • Best leadership award
  • Infosys I-STAR Award
  • INSTA & Individual Miler awards

Hobbies and Interests

  • Arabic Calligraphy & creative arts
  • RJing
  • Master of Ceremony
  • Computing
  • Photography & Editing

Timeline

IT Support Analyst

RSM Delivery Center (India) Pvt Ltd
01.2024 - Current

Senior Technology Support [L2 Support Engineer]

Infosys BPM Ltd
01.2023 - 01.2024

Senior Technology Support [Chat Support EngineerLead]

Infosys BPM limited
01.2021 - 01.2023

Cash Operations Specialist (Accountant)

Infosys BPM limited
01.2020 - 01.2021

Customer Relationship support Executive

Conzulere NextWealth Pvt Ltd
01.2019 - 01.2020

Bachelor of Business Management - BBM

Vidyavardhaka first grade college/University of Mysore

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