Madhusri
Bangalore
Summary
Award-winning Service Desk Team Lead with a proven track record at IBM, adept in Adobe Product and JIRA/Confluence Administration. Excelled in leadership, driving project transitions, and enhancing team performance. Recognized for outstanding achievements, including the first-ever Red Rosette award, showcasing exceptional people management and technical prowess.
Overview
11
11
years of professional experience
Work History
Service Desk Senior Team Lead
Company3 SDFX Pune
Pune
05.2021 - Current
- Drive and support the team by getting well-aligned with business deliverables and processes.
- To be the front-line support during security escalations.
- Document a new SOP.
- Refresher training on a quarterly basis.
- SLA (Service Level Agreement), Resolution, and Ticket Handling.
- Mentoring and monitoring the progress of new techs.
- Monthly 1:1 meetings with agents and year-end performance review.
- Spearheaded the Adobe Transition project, Ticketing Tool migration project, HubDrive, and D365 transition from Workday.
- Monthly corporate reports consisting of ticket count, SLA, FCR, and location-wise tickets.
- Monthly roster and shift allotment to agents.
- Time-off allotment.
- Training New Agents on the Process.
- Maintained the updated knowledge articles.
- Conducted monthly ticket audits as part of agents' KPIs.
- Collaborated with RG for P1 tickets.
- Lead the outage communication and closure.
- Stepping in and working on tickets during the absence of L1 techs.
- Leadership and Stress Management
- Manage shift coverage, absenteeism, and attrition.
- Administered applications such as Adobe, JIRA, Confluence, Footprints, O365, Azure AD, SharePoint, Teams, G Suite, Keeper, Bitwarden, Frame.io, Box, Zoom, ClickUp, and Webex.
- Administered Teams dial-in number assignment.
Level 1 Technician, Service Desk/Noc
Deluxe Entertainment Services India Pvt LTD
Bengaluru
04.2016 - 05.2021
- Company Overview: Service Desk/NOC support for Deluxe Distribution India Pvt. Ltd.
- Creating knowledge articles as new updates become available.
- Handling Level 2 escalation.
- Refresher training on a quarterly basis.
- Conducting a process knowledge test for techs.
- Providing technical resolutions to complex problems, and helping techs provide efficient results.
- Assisting leads and management with new projects, and modifying the existing process.
- Stepping in and working on tickets during the absence of L1 techs
- Service Desk/NOC support for Deluxe Distribution India Pvt. Ltd.
- Coordinating with Resolver Groups for upcoming change events to ensure a smooth transition of change.
- Created and modified the highest number of knowledge articles, while exceeding expectations in all aspects of the monthly balanced scorecards.
- Provided monthly ticket count reports and assisted leads in updating and scrubbing the incident tickets.
- Handled VP and above tickets to ensure zero escalation.
Technical Support Analyst
IBM
Bengaluru
06.2014 - 04.2016
- Company Overview: Technical support for the National Australia Bank (NAB).
- On-call assistance in resolving the reported issue.
- Active Directory administration, which involves making multiple changes,
- Escalating problems when unable to resolve customer issues.
- Manage ticket queues that include Incident, Request, and Work Order tickets.
- Providing technical resolutions to complex problems, and helping analysts provide efficient results.
- Worked in the back office, where open tickets were followed up on an everyday basis until the user's issue was sorted.
- Monitor action tickets both in 'Assigned' and 'In Progress' status.
- Monitor daily transferred tickets to RG, and make sure the agent follows up on the same and gets this actioned ASAP.
- Technical support for the National Australia Bank (NAB).
- Mentoring new hires and training them on calls for troubleshooting.
- Coordinating with Resolver Groups to provide efficient and quick incident resolutions.
- Performing incident scrubs and heat checks.
Education
B.E. - Computer Science Engineering
Bangalore Institute of Technology
Bangalore04-2014
Diploma - Information Science and Technology
Sri Krishna Institute of Technology
Bangalore04-2011
XII -
St. Anne Pre-University College
Bangalore04-2008
X -
Goodwills Girls High School
Bangalore04-2006
Skills
- Hardware and software installation
- Troubleshooting
- Email Configuration
- Wireless and wired Internet connection
- Handling P2 & P1 tickets
- Microsoft application-related issues
- O365 admin
- Azure AD
- SharePoint administration
- Teams administration
- Active Directory admin
- Excel reporting
- AD Account management
- User account provisioning
- User account deletion
- O365 Admin
- Azure directory management
- O365 office tools management
- Creating and managing KPIs
- Ticketing tools
- Footprints
- JIRA
- Freshservice
- Process transition
- Identifying SLAs
- Project Transition
- Leadership
- People management
- ITIL Knowledge
- Application of ITIL
- Monthly Team Reports
- Adobe Product Administration
- JIRA/Confluence Administration
- Gsuite Administration
Summary - Experience
- 1.9 years, IBM, Technical Support Analyst
- 2 years, Deluxe, Technician I, Service Desk/Noc
- 3 years, Deluxe, Senior Technician, Service Desk/Noc
- 8 months, Company3 SDFX Pune, Team Lead
- 2 years and 10 months, Company3 SDFX Pune, Senior Team Lead
Careeraccomplishments - Awards
- Awarded Employee of the year for outstanding performance for the year 2015 in IBM
- Awarded the first ever Red Rosette award at Deluxe within 3 months of joining the organization
- Numerous Oscars to credit while working as L1 tech
- Received rewards and recognition from IT director and VP for providing guidance and mentoring the level 1 technicians
- Received multiple awards for Performance & achievements, very recently in January 2024
Attributes
- Excellent communication and analytical skills
- Perseverance and fast learning ability
- Innovative and enthusiastic
- Highly committed and involved in any assignment that I take up
- Has the motivation to take independent responsibility as well as ability to contribute and be a productive team member
Personal Information
- Date of Birth: 06/15/90
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Languages
- English
- Kannada
- Hindi
- Tamil
Hobbies and Interests
- Travelling
- Reading
- Painting
- Writing travel blogs
Disclaimer
I hereby declare that all information furnished above is true to my knowledge and I take complete responsibility for any false information.
Timeline
Service Desk Senior Team Lead
Company3 SDFX Pune
05.2021 - Current
Level 1 Technician, Service Desk/Noc
Deluxe Entertainment Services India Pvt LTD
04.2016 - 05.2021
Technical Support Analyst
IBM
06.2014 - 04.2016
B.E. - Computer Science Engineering
Bangalore Institute of Technology
Diploma - Information Science and Technology
Sri Krishna Institute of Technology
XII -
St. Anne Pre-University College
X -
Goodwills Girls High School
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