Manisha Gupta
Bangalore,KA
Summary
Experienced in supporting leadership teams, excelling in comprehensive planning, analysis, and review to ensure seamless implementation of corporate goals throughout the organization. Strong focus on improving operational effectiveness, assisting in the successful execution of programs and initiatives. Adept at generating and presenting reports that contribute to informed decision-making during business reviews.
Overview
11
11
years of professional experience
Work History
Shift Manager
TCS
02.2024 - Current
- Oversee daily operations of the service desk, including managing a team of [number] support specialists
- Develop and implement procedures to streamline workflow and improve efficiency, resulting in a [percentage] increase in productivity
- Conduct regular training sessions to ensure team members are equipped with the necessary skills to provide exceptional customer service
- Monitor performance metrics and provide coaching and feedback to team members to maintain high standards of service quality
- Collaborate with other departments to address escalated issues and ensure timely resolution of customer concerns
- Act as a point of contact for complex technical issues, utilizing in-depth knowledge of IT systems and software to troubleshoot and resolve problems
- Prepare and present reports to senior management outlining key performance indicators, trends, and areas for improvement
- Documented support interactions and maintained accurate records of customer inquiries, resolutions, and follow-up actions
- Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring customer satisfaction
- Assisted in the development of training materials and conducted training sessions for new hires to onboard them effectively
- Identified recurring technical issues and worked with the IT team to implement permanent solutions, reducing support ticket volume by [percentage]
Problem Manager
CGI
09.2023 - 01.2024
- Conduct lessons Learned session for Different functional unit throughout Transition Phase to go live
- Present findings and recommendations to appropriate groups and help to determine what actionable steps can be taken based on the findings
- Prepare management reports, indicating analytical finding and models
- Conducting workshops to review the Lessons Learned entries in form of Issues and best practices
- Identify Issues which are potentially systemic in nature and can occur in future If not addressed or reviewed
- Leverage best practices Identified and Implemented to understand what went well with the Implementation and how did It benefit the project
- The agenda of the workshops are to check If a process Is In place / discuss any contingency plan or remediation for Issues caused due to external factors and we do not have any control over It
- Communicate the Issues Identified which are systemic in nature along with the recommendations and actions Identified and follow up until the action Is closed and finally close the action Items with the communication of the closure
IT Incident Management
HCL Technologies Limited
03.2021 - 04.2023
- Responsible to bring down the MTTR (Mean time to resolve) for all categories of incidents
- Review and track team performance and trends in response to incidents and provide recommendations to the Service Manager for service improvement
- The emphasis is on swift resolution of critical incidents, which have severe business implication or have the potential of causing disruptions / unavailability
- Track Incidents and manage workload of team members and maintain the day-to-day Incident activities
- Track Incident Aged tickets follow ups and drive for closure
- Track and update P1, P2 and P3 Incident on regular basis
- Provide real time updates of the scope, risk, and urgency associated with major incidents verbally and via e-mail
- Engaging with Off-shore and on-shore Incident manager regarding P1 and P2 incidents
- Track the team performance on day-to-day basis
- Monthly RSR review reporting
- Driving KPI's and KRA
- Team rostering and other reporting
- Drive continuous improvement through trend reporting analysis and metrics management
- Engaging the respective teams to understand the real time Incident actions and the status
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
- Helping to create business aligned support of the Incident Management process
- Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed
Service Desk L1
DXC Technologies Pvt Ltd
03.2020 - 03.2021
- Responsible to handle Inbound Calls and Outbound Calls on Daily Basis and Resolve
- Handled Issues Related to Hardware and Software and Networking
- Provided supports over Call, Chat and Emails
- Worked on SRMS Ticketing tool
- Resolving the user's query related to Hardware and software issue (Docking station, Monitor, CPU, Data card and Laptop and if any Tool and application not working
- Ensuring timely closure of the reported tickets/issues and update to the user
- Coordination with different Teams/Clients of different projects
- Provide IT Support over Phone and Remote
- Act as first point of contact for all the IT issues
- Working with Symantec Endpoint Protection
- Working with Active Directory
- Account Unlock Disable account
- Deletion of user account et
- Remote Assistance and Remote Management
- Provide application support for Citrix and VMware
- Configuration and troubleshooting issues related to Exchange mail (MobileIron) in mobile handset
- I-Phone& Android
- Software installation, configuration, and troubleshooting for end users
- Data card configuration and troubleshooting
- Tools Used: Skype, RSA, Active directory, Modern workplace(O365), Citrix VDI , VMware, Passport, Azure, SAP
Senior Customer Support Associate
Unisys Global Service
11.2016 - 10.2018
- Managed the clients IT infrastructure under various competencies like Incident, Change
- Ensured all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents
- Managed and supported all service incidents either personally or via the Service Desk, through to successful completion and user satisfaction
- Actively manage the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line support groups
- Effective and rapid response to Major Incidents, also chair all Major incident meetings & technical
- Participated in the escalation process, involving senior delivery team both within Unisys and at the Client
Senior Customer Support Executive
OnProcess Technologies Pvt Ltd
07.2014 - 04.2016
- Managed Onsite customer relationship
- Provided customer guidance to nearest Comcast location so that they can returned the Comcast box
- Track & monitor the Comcast boxes to reduce costs and increase stability and quality
- Fixing appointment with the technicians to collect the boxes from the customer house with an additional price included to it
- Based on customer feedback and SLA performance, work to ensure that relevant service improvement plans are instigated and seen through completion
- Built credibility, established rapport and maintained communication with Technicians at multiple levels, including those external to the organization
Education
BCOM - undefined
Burdwan University
01.2013
H.S.C. - undefined
Assembly of God Church School
01.2010
S.S.L.C. - undefined
Assembly of God Church School
01.2008
Skills
- Incident Management deliverables
- Driving process improvement
- Driving KPI's
- FCR Analysis and reporting
- Team Building
- Deriving Team Metrics
Skills And Personal Information
Committed to meet the deadlines and schedules., Leadership skills to lead projects & handle work independently., Self-motivated with desire to achieve excellence., Positive thinker with ability to adapt to changing environment., Cooperative and keen observer and learner., Ability to work alone as well as a team player., Fluent, Fluent, Fluent
Personal Information
- Date of Birth: 07/05/91
- Nationality: Indian
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Achievements And Extracurricular Activities
- Actively Participated in various sports activities at inter-school, zonal level.
- Member of College sports team.
- Frank Finn One year diploma in Aviation, Hospitality and Travel management.
Timeline
Shift Manager
TCS
02.2024 - Current
Problem Manager
CGI
09.2023 - 01.2024
IT Incident Management
HCL Technologies Limited
03.2021 - 04.2023
Service Desk L1
DXC Technologies Pvt Ltd
03.2020 - 03.2021
Senior Customer Support Associate
Unisys Global Service
11.2016 - 10.2018
Senior Customer Support Executive
OnProcess Technologies Pvt Ltd
07.2014 - 04.2016
BCOM - undefined
Burdwan University
H.S.C. - undefined
Assembly of God Church School
S.S.L.C. - undefined
Assembly of God Church School
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