Ishitri Mukherjee

• Collaborated with cross-functional teams to develop high-quality software products within tight deadlines.
• Developed detailed documentation for internal use as well as user manuals, ensuring clear understanding of systems functionality across all stakeholders.
• Member of Transition team for pilot project and created structured support model, Escalation model and automation designs
• Governance and process documentation on ISO Audits related to EHS reporting, Skill matrix, Risk management
  • Process & Knowledge Management compliance along with meeting client and internal commitments
  • Onboarding and Access management for new hires by coordinating with different stakeholders
• Random & Stratified Sampling to establish Corrective and Preventive Action Plan
  • Unified Approach on Coaching Process
  • Established Process Hygiene Monitoring and Publish Performance Score Card
  • Program performance trend analysis, Performance Stack Rank and Management
• Perform Quarterly Compliance audit & Compliance ISO
• Implemented the Total case Ownership. Take full ownership of assigned support tickets, ensuring timely and effective resolution.
• Act as the single point of contact for the user throughout the case lifecycle.
• Perform thorough troubleshooting and root cause analysis to resolve issues independently or with minimal escalation.
• Collaborate with other IT teams or vendors when necessary, while maintaining responsibility for the case.

• Provide advanced technical support for hardware, software, and network issues.
• Handle escalated tickets from junior service desk engineers or frontline support.
• Perform root cause analysis and implement long-term solutions.
• Create and maintain knowledge base articles and documentation for recurring issues.
• Mentor and train junior staff on troubleshooting techniques and best practices.
• Manage and support enterprise systems such as SAP, Active Directory, Exchange, Office 365, and endpoint management tools.
• Perform patch management, software deployment, and system updates.
• Monitor system performance and service desk metrics (e.g., SLA compliance, ticket resolution time).
• Generate reports for management to identify trends and areas for improvement.
• Act as a liaison between the service desk and other IT teams or business units.
• Communicate effectively with users, providing updates and managing expectations.
• Participate in or lead IT projects such as system upgrades, migrations, or new technology rollouts.
• Provide input on process improvements and automation opportunities.

Ticket Management System & Application Support Documentation & Reporting Customer Service

• Log, categorize, and prioritize incoming support tickets.
• Escalate unresolved issues to senior engineers or specialized teams.
• Follow up with users to ensure issue resolution and satisfaction.
• Provide support for commonly used applications like Microsoft Office, email clients, and internal tools.
• Assist in setting up and configuring desktops, laptops, and mobile devices.
• Maintain accurate records of issues and resolutions.
• Update internal knowledge base with solutions to common problems.
• Communicate clearly and professionally with end-users.
• Provide guidance and training on basic IT usage and best practices.