Neha Gulwade

I provided comprehensive support for VPN, cloud storage, and backup issues. Managed user inquiries, complaints, billing, and service requests, including payment extensions. Handled escalated calls and chats, restoring user trust and finding optimal solutions. Assisted in website development processes. Responded to IT incidents via Remedy tickets, creating and updating tickets for user incidents and requests. Troubleshot and resolved issues related to Cloud backup, VPN, and website building through tickets, chat, and screen-sharing. Gathered client application requirements and collaborated with developers to specify and test applications, providing client training on functionalities. Managed a high-volume workload within a deadline-driven environment. Became the lead “go-to” person for new responsibilities. Promoted as a Tier2 agent in less than 4 months and worked for 4 processes.

Worked as a Process Associate Voice for banking process for more than 7 months. Handled customer inquiries, complaints, billing questions, service request. Calm high rated customers on call.

Served as Senior Process Associate for Hutchison 3G UK Service Desk Accounts, overseeing transition and traveling to Bangalore for implementation. Conducted successful Webex training, exceeding targets and supporting team upskilling. Collaborated across departments to ensure timely project completion. Provided L1 technical guidance via phones and emails, resolving issues in MS Windows, hardware, Internet Explorer, and MS O365. Enhanced client experience through effective communication and analytical problem-solving. Implemented ITIL principles, driving service desk efficiency and client satisfaction. Partnered with leadership on cost optimization and proposed service desk enhancements.

I worked as a Member Technical G2L1 for IT Service Desk1, providing support for over 100 organization applications. Handle issues including Active Directory, Network drives, VPN, hardware, and more via calls, chats, tickets, and remote sessions. Support services like Admin Rights, MFA, SSO, Citrix, Outlook, Secure Mails, various mobile OS, shared drives, Wi-Fi, and application installation. Perform password resets across all applications including Genesys, Mainframe, Microsoft, Oracle, Salesforce, SAP, Cisco apps, Workforce now, SharePoint, and Security Management Services. Document and resolve incidents within SLAs, supporting global users daily. Identified opportunities for process improvement within the development lifecycle, streamlining workflows and increasing productivity.

I work as Specialist 4C at Seadrill IT Service Desk, providing end-user support and managing multiple tasks concurrently. I specialize in creating process knowledge bases and participated as a pilot batch member during process transitions. Experienced in incident and change management, I support P1 and P2 incidents and facilitate task delegation within the team. Additionally, I handle MIM and AD tasks such as user ID creation, license assignment, and revocation. I provide L2 remote support for escalated issues, monitor ticket queues to maintain SLAs, and engage with clients to improve service scope. I also connect with end users to ensure satisfaction with received CSATs. Followed all company policies and procedures to deliver quality work. Interpreted clients' needs and introduced services to fit specific requirements. Enhanced team productivity by streamlining processes and implementing time-saving strategies.

Responsible for the quality assurance and overall end user experience on the IT Services delivered in the APAC region. Operating as coordinator for Major incident management. Supporting the IT Managers with information on quality and lead-time performance and oversee that we deliver to promise. Responsible for managing and delivering the tactical Service Desk needs and Service Fulfillment. The link between the regional IT Managers and the internal and external service delivery organizations. Together with the Solution Owners responsible for the development of the overall service quality. Provide support to IT Management in various data queries, and also, assist them in building Power BI reports. Analyze data and present data through reports that aid decision-making. Produce data/information models and preliminary system architecture facilitating a successful solution design and development. Assess the end user experience of the Service Desk performance and Service fulfillment through customer satisfaction surveys and XLA's. Monitor, review, identify gaps on the overall service performance of the Service desk including the performance of the resolver teams on incidents and service request fulfillment. Provide real-time analysis of daily incident volumes and customer experience to assure service level objectives are achieved and results communicated to all stakeholders. Manage the expectations of the user community by providing clarity on the service level compliance of the entire IT Service Delivery Supply Chain. Identify areas for enhancement and continuous improvement, as well as engage in proactive end user satisfaction analysis and apply feedback to the Service Desk processes and team. Communicate, prioritize, and resolve delivery issues and risks. Monitor service fulfillment performance and identify challenges to drive continuous service improvements within your region and with coordination of other regions. Support the IT Managers in case of escalations, and the contact person in case facing. Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs. Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.