Isha Pradhan
Noida
Summary
Detail-oriented Senior Associate bringing 5.5 years' experience in IT. Knowledgeable about project management and team leadership.
Overview
6
6
years of professional experience
Work History
Helpdesk Senior Associate
NTT Data Services
Noida
04.2022 - 01.2024
- Worked for US Bank client and troubleshooted issues related to their accounts while managing their day to day requirements.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of client.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
Associate Consultant
Capgemini
Noida
05.2019 - 11.2021
- Worked on Quick Service Restaurant (QSR) Technology for UK client as a level 2 technician.
- Managed store's network devices, along with escalations, ticket management, queue management and real time troubleshooting of the devices.
- Helped in creating Knowledge Base article for the team and supported new team members in reaching resolutions.
Associate Technical Support
Tech Mahindra
Noida
01.2018 - 03.2019
- Provided technical support to American Airlines employees over the phone and through email.
- Investigated, diagnosed, and resolved complex hardware and software problems in a timely manner.
- Monitored system performance metrics to ensure optimal operations of customer systems.
Education
Bachelor of Technology - Electronics And Communications Engineering
ABES Institute of Technology
Ghaziabad06-2017
12th - ISC -
St. John's School
Ghazipur03-2013
10th - ICSE -
St. John's School
Noida03-2011
Skills
- Performance monitoring
- Proficient in Service Now
- Training and mentoring
- POS System Operation
- Troubleshooting and Maintenance
- System Upgrades
- Network Administration
- Incident Management
- Active Directory
- Hardware troubleshooting
- Mobile Device Management
- Software Installation
- MS Office proficiency
Accomplishments
- Received Star Performer award in NTT Data
- Rewarded with Star Performer in Capgmeni
- Was recognized in Tech Mahindra and awarded Spot award
Timeline
Helpdesk Senior Associate
NTT Data Services
04.2022 - 01.2024
Associate Consultant
Capgemini
05.2019 - 11.2021
Associate Technical Support
Tech Mahindra
01.2018 - 03.2019
Bachelor of Technology - Electronics And Communications Engineering
ABES Institute of Technology
12th - ISC -
St. John's School
10th - ICSE -
St. John's School