Manisha Gupta

• Oversee daily operations of the service desk, including managing a team of [45] support specialists
• Develop and implement procedures to streamline workflow and improve efficiency, resulting in a [100%] 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 for 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.

• 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 findings 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

• 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 implications 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
• Develop process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed

• 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 the 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

• 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

• Act as the first point of contact for customers via phone, email, or chat.

Log, categorize, and prioritize incidents and service requests in the ticketing tool.

Provide basic troubleshooting support for network, voice, data, and IT services (e.g., internet issues, email problems, login failures).

Guide customers through diagnostic steps to identify and resolve common technical problems.

Escalate complex incidents to L2 / specialized teams when required, ensuring proper handover.

Track and update open tickets, keeping customers informed on progress.

Follow BT’s standard operating procedures (SOPs), SLAs, and escalation matrix.

Ensure high first call resolution (FCR) and contribute to customer satisfaction (CSAT) targets.

Maintain accurate and detailed documentation in the knowledge management (KM) system.

Support shift handovers by documenting ongoing issues and pending work.

• Managed Onsite customer relationship
• Provided customer guidance to nearest Comcast location so that they can return 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’s 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