ROSHINI SINGH

• Managing and executing responsibilities as a Subject Matter Expert (SME).
• Monitored and managed queue operations to ensure seamless service delivery.
• Provided on-floor assistance to team members, ensuring efficient operations.
• Managed and responded to multiple chats and calls simultaneously, ensuring timely resolution.
• Reviewed resolved incidents to verify accuracy, completeness, and adherence to process standards.
• Reviewed and monitored chat interactions to ensure quality compliance, adherence to service standards, and timely issue resolution.
• Assisted in training associates, enhancing team skillsets and performance.
• Coordinated with OLA and followed up on ticket resolutions to ensure timely completion.
• Addressed customer concerns with promptness and accuracy to maintain satisfaction.
• Ensuring adherence to SLAs and driving improvements in team efficiency.
• Handled multitasking and supported additional tasks promptly when required.

Technical support Skills:

• Troubleshot network issues (VPN, Wi-Fi) and system access problems (Azure AD, SSO, MFA).
• Managed user access through Active Directory and Security Groups.
• Resolved device issues for desktops, laptops, and VDI environments.
• Supported Microsoft 365 tools: Outlook, Teams, OneDrive, Authenticator, and shared mailbox tasks.
• Performed system diagnostics (event logs, performance checks) and app troubleshooting.
• Provided remote support using Quick Assist, RDP, and LogMeIn.
• Documented resolutions clearly and followed ITIL processes for incidents and requests.