Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Madhu Keerthana

Bengaluru

Overview

11
11
years of professional experience
1
1
Certification

Work History

Service Desk Analyst

NTT India GDC P LTD
Bengaluru
03.2020 - Current
  • Receiving, validating and logging client requests - Accepting requests via agreed channels. Performing initial validation and logging requests using ITSM ticketing tool.
  • Accurately logging request / incident information - Following work instructions / practices obtain accurate information pertaining to the reported incident / request. Obtaining as much information as possible to allow for accurate determination of Incident / Request and technology / product / service pertaining to. Additional information related to the Incident / Request (for example actions prior / during / after incident, priority and cause / effect of incident / request etc) is also accurately logged and ticket updated
  • Determination of escalation point - Accurately determine which product / service / technology that the incident / request pertains to based on information supplied and work instructions/processes indicate
  • Track requests and determine current activity - Take ownership of the ticket and are responsible for ensuring timely updates on the ticket and to the client upon request
  • Analyse and interpret requests to assign classification, prioritization and escalation - Analyse and ensure that the right classification and priority is assigned while logging the ticket. Ensuring escalations are treated according to the work instructions and timeline defined by the SLA.
  • Determine actions for resolution / fulfillment - Dependent on reported incident / request, determine if work instruction is available, determine if actions can be undertaken or escalation needs to be undertaken
  • Escalation of ticket to resolution group - Where ticket cannot be handled by the Agent / Engineer, ticket needs to be updated with accurate information allowing the next level resolver to action the ticket directly with minimal re-work
  • Work closely with teams to ensure a swift resolution of faults, ensuring the users and/or clients are provided with updates on the progress of the resolution.

Senior Executive

Centrum Broking Limited
Bengaluru
06.2018 - 01.2020
  • Performed regular cycle counts to ensure accuracy of inventory levels.
  • Managed online orders efficiently by pulling requested items from the storage area promptly.
  • Prepared weekly stock orders for replenishment purposes based on existing product levels in storerooms or warehouses.
  • Monitored expiration dates on perishable items to ensure freshness of products sold.
  • Received customer orders and filled them accurately within specified time frames.

Academic Counselor

Superprofs
Bengaluru
01.2016 - 05.2018
  • Analyzed student records, test scores and other relevant data to identify strengths and weaknesses of individual students.
  • Monitored student attendance records for signs of absenteeism or tardiness.
  • Created individualized learning plans for struggling students based on their needs and abilities.
  • Maintained accurate documentation of all student interactions including referrals, assessments or any other pertinent information.
  • Cultivated relationships between universities and colleges and local businesses through outreach initiatives.

SALE AND SUPPORT

Kotak Mahindra Bank
Bengaluru
06.2013 - 06.2016
  • Resolved any discrepancies related to documentation or collateral issues before closing a loan.
  • Conducted outreach activities to increase visibility within the local community served by the bank.
  • Performed due diligence on prospective lenders prior to entering into an agreement with them.
  • Top up loan and over draft facility for existing client

Education

Bachelor of Commerce - Human Resources Management

Hasanth Degree College
Bengaluru, KA
05-2015

Skills

  • Client Relations
  • Remote Support
  • Customer Service
  • Help Desk Support
  • Application support

Accomplishments

  • I was KOTAK Khiladi 3RD PLACE in 2015 PAN INDIA for BUSINESS LOAN.

Languages

English Tamil Kannada Hindi
First Language

Certification

  • ITIL Foundation
  • Basic Excel, Word.

Timeline

Service Desk Analyst

NTT India GDC P LTD
03.2020 - Current

Senior Executive

Centrum Broking Limited
06.2018 - 01.2020

Academic Counselor

Superprofs
01.2016 - 05.2018

SALE AND SUPPORT

Kotak Mahindra Bank
06.2013 - 06.2016

Bachelor of Commerce - Human Resources Management

Hasanth Degree College
  • ITIL Foundation
  • Basic Excel, Word.

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Madhu Keerthana