Summary
Overview
Work History
Education
Skills
Projects
Accomplishments
Timeline
Pamela Gomes

Pamela Gomes

Service Desk L1
New Delhi

Summary

Obtain a challenging position where I can develop my Research and recently added technical skills so that I can add value to your esteemed organization. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.

Overview

7
7
years of professional experience
3
3
Languages

Work History

SERVICE DESK L1

ZONES
7 2022 - Current
  • Office 365 Administration, Troubleshoot Outlook, Teams Issues.
  • Run Message Trace to isolate the issue.
  • Setting up Office 365 User Mailbox, Shared mailbox give Licenses and Access
  • Implement Office 365 basics
  • Handel IT related tickets using Service Now and Zen Desk related to Office 365, Sage, OKTA Access, Azure Access, Active Directory level Access to On-Premise Resources and Troubleshoot Desktop issues.
  • Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Trained new hires, ensuring a smooth transition into the team and improving overall performance.
  • Expertly managed escalated tickets from initial contact through successful resolution while maintaining excellent communication throughout the process.
  • Documented resolutions for recurring issues, creating a knowledge base that facilitated faster issue resolution.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Reduced ticket resolution time with thorough troubleshooting and problem-solving skills.

LEAD OPERATIONS

CONCENTRIX
05.2021 - 11.2021
  • Technical Support for O365 Process handling basic frontline support and billing queries.
  • Handled customer needs and issues by working with representatives and customers directly.
  • Developed strong relationships with key stakeholders, ensuring smooth operations across departments.
  • Collaborated with various departments to support daily activities oversight and coordination.
  • Improved customer satisfaction rates with prompt issue resolution and proactive followups.
  • Supervised teams to monitor for correct execution of tasks.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Provided professional services and support in a dynamic work environment.

ASSOCIATE ANALYST

WIPRO BPS
11.2017 - 04.2021
  • Record to Report for a leading News Terminal
  • The Job was to research and collect data and update accordingly.
  • Conducted workplace compliance training to reduce liability risks and operate effectively.
  • Enhanced data-driven decision making by conducting thorough research and presenting actionable insights to management.
  • Demonstrated strong problem-solving abilities while troubleshooting issues related to data integrity or system inconsistencies.
  • Contributed to successful project completion by assisting with ad hoc analysis requests from management.

Education

GRADUATION - B-COM -

VINAYAKA MISSION UNIVERSITY
Score: Scored First Class

12TH - WBHSE - undefined

CARMEL CONVENT HIGH SCHOOL
Score: Scored 67%

10TH - WBSE - undefined

CARMEL CONVENT HIGH SCHOOL
Score: Scored 56%

Skills

Front Office Management

Projects

Took Part in three New intra Process Projects Working on Microsoft Azure certification beginners’ level Developed Runbook for Helpdesk Upskilling New Joiners

Accomplishments

  • Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Assisted concierge with special projects, completing tasks ahead of schedule.

Timeline

LEAD OPERATIONS - CONCENTRIX
05.2021 - 11.2021
ASSOCIATE ANALYST - WIPRO BPS
11.2017 - 04.2021
SERVICE DESK L1 - ZONES
7 2022 - Current
VINAYAKA MISSION UNIVERSITY - GRADUATION - B-COM,
CARMEL CONVENT HIGH SCHOOL - 12TH - WBHSE,
CARMEL CONVENT HIGH SCHOOL - 10TH - WBSE,

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Pamela GomesService Desk L1