Pallavi Jadhav

GTT Communications Inc.

06.2019 - 09.2024

Improved process flows and problem resolution by tracking customer interactions and escalation. Worked on inbound and outbound call as per requirement.
To ensure that outstanding problems are escalated according to jeopardy management procedures and to continue to monitor and own outstanding problems ensuring that resolution is achieved in the shortest possible time.
Escalating complex issues to 3rd Line or Core whichever applicable.
To achieve agreed performance levels in line with Business targets, Customer requirements and the functional SLA’s.
End user management
Closing incidents after verification from users and defining, planning separate procedures for major incidents detecting, logging, categorizing and prioterizing incidents. Providing initial incident support.
Observed, documented and captured software configurations to resolve an ongoing issue.
Maintaining daily trouble ticket reports.
Basic troubleshooting based on technologies xDSL, Telextend, Ethernet, TDM circuits, VPLS, MPLS, IP transit etc.
Basic hands on firewall.
Worked toward the achievement of the strategic and operational objectives of the group located across multiple locations in a 7x24x365 environment.