Madhumita S

Key Responsibilities and Technical Experience

• Patched software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Enhanced real-world system operation by standardizing production and field installation processes.
• Completed in-depth performance tests of parts and systems undergoing design optimization in simulated environments.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Configured hardware, devices and software to set up work stations for employees.
• Used information in technical diagrams, schematics and manuals to understand operations and make successful repairs.

OnQ > IO Property Service Desk - HILTON HOTELS
Key Responsibilities and Technical Experience

• Used critical thinking to break down problems, evaluate solutions and make decisions
• Applied effective time management techniques to meet tight deadlines.
• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
• Worked effectively in fast-paced environments.

Project Role Description

• Acted as ongoing interface between client and system or application. Dedicated to quality, using exceptional communication skills to keep world class systems running. Can accurately define client issue and can interpret and design resolution based on deep product knowledge.

Microsoft Client > Service Desk > Information Technology Operations

• (March 2020 - November 2021)
• Management Level- 12 Associate.

Key Responsibilities

• L1 Service Desk Chat profile.
• Respond to issues reported by customer through chat and Email.
• Identify, investigate, and diagnose issue, resolve, or assign ticket to right assignment group.
• Provide resolution to customer based on in-scope processes.
• Follow incident life cycle as defined by process.

Technical Experience

• Incident management and usage of ticketing tools.
• Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related Windows troubleshooting skills.
• 1-3 yrs of experience in total.
• Minimum 2 yrs of experience in Service Desk domain supporting global customers.

Professional Attributes

• Excellent verbal and written communication skills with Email etiquette.
• Good problem solving and analytical skills.
• Excellent customer service skills.

Additional Information

• 24/7 roster.
• Weekly offs based on roster.
• Good to have ITIL.