Kavitha Meghanath

• First point of contact for IT related issues at the office for the entire Pune Location
• Provide in person hardware and software related support to the users.
• Proficient in incident management, including ticket triaging, prioritization, and resolution, to ensure timely and effective response to technical issues.
• Skilled in managing service desk operations, including call handling, email support,and remote assistance, to maintain high service levels and customer satisfaction.
• Proficient in ITIL principles and methodologies, with a strong foundation in IT service management practices including incident management, problemmanagement, change management, and service desk operations.
• Strong understanding of IT service management (ITSM) tools and systems, such asServiceNow, Microsoft Intune, for efficient ticket tracking, reporting, and performance analysis.
• Ability to develop and maintain knowledge bases, standard operating procedures(SOPs), and documentation to facilitate training, troubleshooting, and knowledge sharing within the team.
• Proven track record of meeting service level agreements (SLAs), key performance indicators (KPIs), and operational targets to ensure helpdesk efficiency.
• Swiftly adapted to organizational changes to deliver excellent customer support. Kept updated on Data Analytics advancements through continuous learning,evaluating new methodologies to enhance service delivery and customer satisfaction.

• First point of contact for CEO and SVPs of IBM
• Engage the concerned teams for the issues reported and responsible for creating Sev1 tickets, RCA and Resolution
• Manage the MIM process and perform management of both reactive root-cause analysis and proactive trend analysis using ITIL best practices
• Proficient in conducting root cause analysis (RCA) and post-incident reviews to identify trends, address underlying issues, and prevent recurrence of incidents.
• Skilled in coordinating with other IT teams, vendors, and stakeholders to facilitate incident resolution, escalate critical issues, and implement system changes or upgrades.
• Responsible for providing timely, accurate executive/ stakeholder communications for all SLA impacting incidents
• Responsible for creating incidents with detailed analysis and RCA and Resolution
• Reviewed change requests on daily basis for impact to Global Projects
• Engaging the concerned teams over bridge call when an outage is reported and working towards closure of the same in timely manner

• Provided remote technical support and troubleshooting assistance to end- users,resolving a wide range of hardware and software issues promptly and effectively.
• Experienced in installing, configuring, and maintaining desktops, laptops, printers, and other peripherals, ensuring optimal performance and reliability.
• Knowledgeable in supporting various operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, G Suite) to address user inquiries and resolve technical issues in timely manner.
• Familiar with ITIL best practices and incident management processes, utilizing ticketing systems to log, track, and prioritize support requests.
• Capable of providing user training and guidance on IT tools and systems, empowering users to troubleshoot common issues independently and enhance their

technical skills.

• Collaborative team player with excellent communication skills.
• Document and escalate tickets according to established procedures after Proactively identifying and addressing recurring issues or trends through ticket analysis and problem management initiatives.
• Adhere to established call handling procedures, met service level agreements (SLAs), and quality standards to ensure a positive customer experience.
• Achieved maximum CSAT's twice.
• Provide excellent customer service by actively listening to customers, empathizing with their concerns, and effectively communicating solutions along with reducing average call handle time by implementing efficient call resolution and provide proactive troubleshooting steps for users.
• Assisted users with installation of software's like hyperv, Lotus notes and guided with the configuration and setup.

• Leading tech partner for North American Mining Client.
• Managing day-to-day Technical Issues of Clients & Service Desk Operations in 24X7 environments for the client through Call and chat.
• Provided training to a team of 5.
• Creating SOPS and publishing knowledge base articles
• Analyzing the IT tickets data and driving the team for providing continuous improvement to the project
• Ensuring that all SLAs/KPIs are exceeding the target consistently
• Escalating the process as necessary per established escalation policies
• Worked on SCCM 2012 to distribute software licenses.
• Worked on Active Directory for user account and group management.
• Keeping affected business partners informed about progress
• Assisting with the fulfillment of Service Requests
• Monitoring the status and progress towards resolution of assigned Incidents
• Process updates are circulated among all the team members.
• Performed detailed analysis of aging tickets and worked towards timely closure of the same.