MADHURI KALAL
Mumbai
Summary
Innovative professional with background in diverse computer occupations. Skilled in developing and implementing software solutions that streamline operations and increase efficiency. Strengths include strong analytical abilities, problem-solving skills, and adaptability to new technologies. Contributed to projects that significantly improved system functionality and user satisfaction.
Overview
10
10
years of professional experience
Work History
Technical Specialist
Primus Global Technologies Pvt.Ltd. (Client TCS Mumbai)
Mumbai
07.2025 - Current
- Provided technical support for software applications and systems.
- Monitored system performance, recommending enhancements to optimize functionality.
- Diagnosed and troubleshot malfunctions in equipment and components to ensure operational continuity.
- Assisted in the installation, testing and maintenance of hardware and software systems.
- Collaborated with IT teams to develop solutions for complex technical issues.
- Performed troubleshooting activities to identify root cause of system issues.
- Troubleshot and resolved problems with programs and systems.
Evaluated third-party software solutions for potential integration into existing infrastructure. - Communicated technical limitations and project timelines to manage client expectations effectively.
- Provided Level 2 support for Cloud PC environments, resolving escalated technical issues beyond L1 scope.
Performed basic troubleshooting of virtual desktops, including connectivity, performance, and configuration issues.
- Assisted with user account management, profile synchronization, and access permissions in cloud environments.
- Diagnosed and resolved issues related to network latency, remote access, and application compatibility.
- Collaborated with L1 support and engineering teams to escalate complex cases and ensure timely resolution.
- Documented troubleshooting steps and created knowledge base articles to improve first-call resolution rates.
Senior Analyst
HCL Technologies
Mumbai
03.2022 - 05.2025
- Resolved more than 20000 tickets successfully.
- Troubleshoot all hardware and software related issues.
- Assisted end users with installation of software, operating systems, and computer peripherals, ensuring seamless functionality.
- Provide technical support to users, including step-by-step instructions.
- Provided clear and concise step-by-step technical support to guide clients.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Train users on software, applications, and IT policies.
- Test and monitor network connections.
- Create technical reports and manuals.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Addressed and resolved SLA issues promptly using an OTRS system.
- Facilitated setup of new systems, applications, and software via remote access, ensuring compliance with service-level agreements while providing quick and knowledgeable resolutions.
- Handled Escalation and conducted tactical troubleshooting to identify faults.
- Handled CMS and Vayusphere to direct team members in completing support-related tasks by initiating projects, driving resolution of issues.
- Engaged and trained new employees on system implementation, offering support and guidance to ensure smooth transitions and proficiency.
- Provided technical assistance to Morgan Stanley clients during project implementation.
Assistant Service Delivery Manager
Indusind Bank
10.2019 - 04.2020
- Delivered comprehensive banking services, achieved sales goals, enhanced customer service, and contributed to revenue growth at location.
- Prepared financial statements and operational reports for the head office.
- Monitored, verified, and updated accounting records to ensure accuracy and compliance.
- Resolved operational issues, optimized processes, and provided exceptional customer service.
- Delivered timely service to customer locations to ensure satisfaction.
Office Assistant
Mulchand Kisangopal
11.2018 - 10.2019
- Maintained transactions and payment areas for all related firms, producing high-quality documents, spreadsheets, and presentations for internal and customer-facing needs.
- Handled routine and special clerical tasks in textile industry, maintained balance sheets, and created quarterly reports to support financial accuracy.
- Managed daily office operations and maintained organized filing systems.
- Assisted in scheduling appointments and coordinating meetings for staff.
- Handled correspondence, including emails and phone calls, with professionalism.
Assistant Manager
Kotak Mahindra Bank
03.2016 - 05.2018
- Consistently met sales targets in banking sector, contributing to overall revenue growth.
- Delivered end-to-end solutions for customers, resolving over 5000 service requests and addressing all department queries.
- Processed banking transactions while resolving customer inquiries related to credit card services.
Education
Diploma - Fashion Designing and Boutique Management
University of Mumbai
Mumbai01-2016
Bachelor of Science - Computer science
Mumbai University
Mumbai03-2014
Skills
- Technical support
- Microsoft 365
- VMware
- Amazon Workspace
- ServiceNow
- BOMGAR Remote support tool
- Azure Virtual Desktop
- Software installation
- Problem Solving
- Exceptional decision making
- Creative thinking
- Adaptability under pressure
- Strong communication
- Great time management
- Cloud environment setup
- System troubleshooting
Hobbies and Interests
- Music
- Reading
- Cooking
Certifications And Achievements
- Certification of 'Employee of the month' Award
- Received Individual RNR Award for 'Outstanding Customer Service' for JFM quarter.
- Topped in Consistent top performer in recent quarters.
- Always in top 3 performer with respect to CHAT productivity and Quality Audit.
Timeline
Technical Specialist
Primus Global Technologies Pvt.Ltd. (Client TCS Mumbai)
07.2025 - Current
Senior Analyst
HCL Technologies
03.2022 - 05.2025
Assistant Service Delivery Manager
Indusind Bank
10.2019 - 04.2020
Office Assistant
Mulchand Kisangopal
11.2018 - 10.2019
Assistant Manager
Kotak Mahindra Bank
03.2016 - 05.2018
Diploma - Fashion Designing and Boutique Management
University of Mumbai
Bachelor of Science - Computer science
Mumbai University