Kanika Mishra
Bangalore
Summary
Detail-oriented Service Desk Engineer experienced in delivering exceptional IT support and customer service. Enhanced user satisfaction and reduced downtime through proactive system improvements and a commitment to quality service. Focused on contributing to a team that values innovation and continuous learning.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Administrator - Service Desk
Microland Limited
Bangalore
01.2024 - Current
- Managed voice-based service desk operations and performance benchmarking for an international clientele.
- Managed voice-based Service Desk operations for international users across multiple time zones.
- Provided team leadership in metric analysis and improvement initiatives.
- Troubleshot hardware, software, and application issues.
- Managed escalations and provided solutions to complex problems.
- Created and shared reports related to Service Desk and team metrics.
- Utilized ITSM tools, including ServiceNow and BMC Remedy, to manage service requests.
- Utilized CMS tools including Avaya and Cisco Jabber.
- Investigated and fixed issues related to MFA, Outlook, and various applications.
- Developed training manuals improving service technicians' independent resolution abilities by 20%.
- Increased technical support call processing rate by 20% over team average.
Service Desk Engineer
First American India
Bangalore
10.2021 - 02.2023
- Managed categorization and escalation of incidents, enhancing IT support processes.
- Handled technical support calls efficiently, reducing response time for customer issues.
- Troubleshot internet and VPN connectivity issues.
- Resolved issues with Exchange Online.
- Installed, upgraded, and troubleshooted printers and computer hardware.
- Escalated recurring issues for root cause analysis.
- Created training manuals for debugging techniques, improving knowledge transfer to team members.
- Improved technicians' issue resolution abilities by 20% through training materials.
- Collaborated with IT teams to improve service delivery processes.
- Resolved technical issues for clients using remote support tools.
Sr. Technical Support Executive
Wipro Limited
Bangalore
04.2021 - 08.2021
- Led incident resolution and coordinated Major Incident Management efforts to minimize downtime.
- Achieved an 85% first call resolution rate monthly.
- Maintained a 90% customer satisfaction rate.
- Diagnosed and resolved system configuration issues, enhancing overall system performance.
- Applied troubleshooting and problem-solving skills.
- Communicated with end-users for remote support.
- Proficiently used MS Office Suite and Skype for Business.
International Technical Support
Deluxe Entertainment Services Pvt Ltd
Bangalore
06.2019 - 04.2021
- Administered technical support operations ensuring adherence to SLAs and high-quality user experiences.
- Ensured compliance with client service level agreements while guiding teams to achieve key performance indicators.
- Prioritized and resolved support tickets promptly.
- Provided 24/7 customer support.
- Resolved a wide range of Windows application issues.
- Escalated issues using the IT ticketing system.
- Led team discussions to align on performance objectives and enhance collaboration.
- Reduced machine downtime by 75% through innovative approaches.
- Launched a migration tool reducing new support requests by 70%.
Customer Support Executive
Kanris InfoTech Pvt Ltd
Mumbai
05.2017 - 04.2019
- Maintained 100% customer satisfaction rate through effective support.
- Reduced customer support response time by 80%.
- Streamlined ticketing workflow, reducing response time.
- Led customer support initiatives, streamlining processes and enhancing user satisfaction.
- Implemented new systems to enhance service delivery.
- Implemented new CRM systems and applications.
- Assisted more than 30 customers each day in resolving their inquiries.
- Managed customer interactions with high satisfaction.
- Planned and monitored team work tasks for efficiency.
- Demonstrated empathy in customer interactions.
- Escalated tickets following protocols.
- Analyzed data for service and productivity improvements.
Education
Bachelor of Engineering - BTECH
Mumbai University - Finolex Academy of Management & Technology
01.2016
HSC -
Gogate College of Arts and Science
01.2012
SSC -
Sacred Heart Convent High School
01.2010
Skills
- ITSM tools
- Incident management
- Technical troubleshooting
- Desk management
- Server optimization
- Performance benchmarking
- Reporting
- Strategic planning
- Leadership
- Problem-solving
- Teamwork
Certification
Microsoft Azure Fundamentals - AZ-900
Microsoft Azure Administrator - AZ-104
International Research Journal of Engineering & Technology (IRJET).
Microsoft Azure Administrator - AZ-104
International Research Journal of Engineering & Technology (IRJET).
Accomplishments
Coordinated support communities across 9 countries to streamline service delivery, demonstrating exceptional leadership and cross-cultural communication.
Achieved an 85% first call resolution rate monthly, ensuring efficient and effective customer service delivery.
Achieved an 85% first call resolution rate monthly, ensuring efficient and effective customer service delivery.
Hobbies and Interests
- Building custom PCs and troubleshooting for friends and family, showcasing technical acuity and problem-solving skills.
- Participating in online tech forums to provide IT support and advice, reflecting a passion for technology and community engagement.
Personal Information
Date of Birth: 08/29/94
Timeline
Administrator - Service Desk
Microland Limited
01.2024 - Current
Service Desk Engineer
First American India
10.2021 - 02.2023
Sr. Technical Support Executive
Wipro Limited
04.2021 - 08.2021
International Technical Support
Deluxe Entertainment Services Pvt Ltd
06.2019 - 04.2021
Customer Support Executive
Kanris InfoTech Pvt Ltd
05.2017 - 04.2019
Bachelor of Engineering - BTECH
Mumbai University - Finolex Academy of Management & Technology
HSC -
Gogate College of Arts and Science
SSC -
Sacred Heart Convent High School