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
New Delhi
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
New Delhi
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
New Delhi
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 -
Score: Scored First Class
12TH - WBHSE - undefined
Score: Scored 67%
10TH - WBSE - undefined
Score: Scored 56%
Skills
Front Office Management
Coaching and Mentoring
Multitasking
Continuous Improvement
Incident Management
Facilities Management Software
Account Management
Interpersonal Skills
Documentation
Software Knowledge
Report Generation
ITIL Framework
Problem-solving skills
Microsoft Office
Phone and Email Etiquette
Hardware knowledge
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,