N Karishma
Summary
A dynamic professional with 9+ years of experience in system troubleshooting and End User Supporting in corporate industries. Handled customers globally from Australia, New Zealand, and United States regions.
A persuasive communicator, able to communicate with the user boldly makes them understand.
Able to work in a team and to lead the team with executive leadership to take the tasks and complete them up to my benchmark.
Proficient with Excel features, functionalities and formulas used for creating MIS, Dashboards, and Reports for Business.
Certification in Business Analytics (SQL & Tableau) from Introtallent Pvt Ltd, Bangalore.
Worked on Reporting, Dashboarding and Visualization Projects as a part of Data Science certification program.
Overview
10
10
years of professional experience
6
6
Languages
Work History
Senior Engineer
Aptean
5 2022 - Current
- Analyzing application logs to determine the possible cause of issues and reporting errors directly to the Dev team
- Working closely with cloud support developers and architects to plan client requirements
- Good Knowledge in ITIL (Incident management, Problem management change management)
- Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact, and risk
- Incident management using HPSM, Salesforce
- Resolving the tickets, Incidents, service requests reported by the clients, users
- Manage incidents, including via telephone, Chat & email
- Working on application operation control, installation of application and provide all support services Maintaining servers and multiple applications on production environment
- Respond quickly to all queries and incidents, requests, tasks
- Maintaining support KPIs and focus continuous improvement for customer success like Improve - Productivity, Survey Return and Comment Rate, CSAT Score, Ticket Audit Score
- Reduce - Support Resolution Time, Ticket Escalations to Development team
- Document, discuss and resolve business, data, and reporting issues with the team, across functional teams, and with business stakeholders
- Capable of prioritizing tasks and managing time with an eye for optimum performance.
Major Incident Management
VMWare
07.2020 - 01.2022
- Monitoring the high priority tickets and acting accordingly IT operations
- Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls
- Sending Collaboration mails periodically to stakeholders during a Critical incident
- Being accountable for resolving the outage via workaround or permanent fix
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
- Ensure that the Major issues are dealt with efficiently and effectively, to minimize service downtime and meet service level agreements
- Having hands on ITIL concepts like Incident management, Problem Management and Change management
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
- Worked in Salesforce
- Ticketing, Reports
- Proficiency with standard office computer and web applications (Microsoft Outlook, Internet Explorer, Word, Excel, PowerPoint).
Customer Relationship Management Lead
Hewlett Packard Inc
01.2018 - 05.2020
- Supervised a team of 30 technical engineers, ensuring all were trained on process & sharing feedback Realtime, capable of meeting all the key metrics and resulting in consistently achieving team targets
- Ensuring timely engagement of essential technical support teams/personnel
- Providing updates and escalating to various levels of management according to process
- Maintaining operational process consistency across IT technologies
- Manage team performance and responsible for the SNPS of the team
- Working on weekly report to analyze data related to performance
- And Handling customer escalations
- Auditing calls/cases and providing verbal and written feedback to the engineers, which helps the team to achieve the individual and QA target
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the team
- 1-1 coaching and mentoring sessions provided to technical associates based on quality assessment
- Drove operational metrics such as customer satisfaction index and sNPS.
Technical Solutions Support Analyst
Hewlett Packard Inc
03.2016 - 01.2018
- Handling escalations to ensure complete customer satisfaction
- Liaising with the Level 2 support teams to work on complex issues and provide resolutions
- Handling tickets and performing necessary technical troubleshooting to resolve the issue within SLA
- Drive Support Net Promoter score for the team and company
- Manage team performance and responsible for the SNPS of the team
- Working on weekly report to analyze data related to performance
- Auditing calls/cases and providing verbal and written feedback to the engineers, which helps the team to achieve the individual and QA target
- Performed peer to peer coaching based on call review, SNPS Score and customer feedback
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the team
- Recognized as top performer for 5 quarters
- (Q4- 2016, Q1, Q2 &Q3-2017, Q4-2018)
- Worked on Microsoft Dynamics 365 applications.
Analyst
Mphasis
08.2014 - 12.2015
- Server & Applications Support with Build & release process
- Analyzing application logs to determine the possible cause of issues and reporting errors directly to the Dev team
- Closely work with cross departments (Professional Services, License, Product Development, Sales, and Product Management) to ensure customer tickets and escalations are timely addressed
- Setting up recurring status meetings within team, consultants, and Developers
- Improve - Productivity, Survey Return and Comment Rate, CSAT Score, Ticket Audit Score
- Reduce - Support Resolution Time, Ticket Escalations to Development team.
Education
Bachelor of Engineering in Information Science and Technology -
Jain University, Bengaluru
Skills
Team Management
Performance monitoring
Training and mentoring
MS Outlook
MySQL
PowerBI
CDAX
Salesforce
MS Excel
Tableau
Service Now
Application Support
Professional Services
Disclaimer
I solemnly declare that all the information furnished in this document is accurate and free of errors to the best of my knowledge.
Timeline
Major Incident Management
VMWare
07.2020 - 01.2022
Customer Relationship Management Lead
Hewlett Packard Inc
01.2018 - 05.2020
Technical Solutions Support Analyst
Hewlett Packard Inc
03.2016 - 01.2018
Analyst
Mphasis
08.2014 - 12.2015
Senior Engineer
Aptean
5 2022 - Current
Bachelor of Engineering in Information Science and Technology -
Jain University, Bengaluru