Priti Patil
Service Delivery Lead
Mumbai
Summary
A self-motivated and analytical service delivery lead with 3.8 years of work experience in IT helpdesk environment, specializing in Tech Support, Active Directory, Network issues, O365, Application Support
Overview
3
3
years of professional experience
1
1
Languages
Work History
Service Delivery Lead
Larsen and Toubro Limited
Mumbai
03.2022 - Current
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Managed 40 employees with continuous coaching and mentoring.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Identified issues, analyzed information and provided solutions to problems.
- Worked with customers to understand needs and provide excellent service.
- Improved operations through consistent hard work and dedication.
- Drove operational improvements which resulted in savings and improved profit margins.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using British Telecom software.
Senior Service Desk Analyst
Protera Technologies
Mumbai
04.2021 - 10.2021
- IT Services
- To resolve those incidents/service requests classified as service desk, password resets, account reactivations/deactivations, software's including Microsoft Office Suite
- Resolve end users infra issues when they seek help from IT help desk through various mediums like calls , web, chat, service requests by using different ticketing tool
- Monitoring system performance and troubleshooting issues.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained servers and systems to keep networks fully operational during peak periods.
IT Analyst
XPO Logisitcs
Mumbai
12.2020 - 04.2021
- Logistic/Supply Chain Management Industry
- Active Directory, Server Operating Systems (Windows 2012, 2016 & 2019)
- Monitoring and maintaining servers and network devices, DHCP and DNS, Exchange Online
- Understanding of Office 365 technologies OneDrive for Business, SharePoint Online and Teams, Understanding of ITIL fundamentals
- Planned computer systems using information engineering and structured analysis.
- Installed system updates to address vulnerabilities and reduce security issues.
- Enhanced interfaces to promote better functionality for users.
- Investigated system issues and implemented resolutions to reduce downtime.
- Participated in internal audits regarding quality management system.
IT/ITES
FedEx Express Transportation and Supply Chain Services Ltd
Mumbai
11.2019 - 12.2020
- Resolving tickets within the SLA, raised from the end-user side
- Trouble-shooting VPN related problems and work with second level specialists on resolving connectivity issues in the data and voice infrastructure
- Backup and recovery, installation, troubleshooting, windows for end-user
- Logistic/Supply Chain Management Industry
- Analysis of calls/tickets logs in order to discover any underlying issues or trends
- Providing technical support for day to day IT related issues such as desktop, laptops, LAN, operating systems (Windows) & software
- Installing, administering, and troubleshooting Microsoft Outlook and Exchange, Skype for Business
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Desktop Support
Dell Enterprise, Sutherland Global Services
Mumbai
09.2013 - 04.2014
- Configured hardware, devices and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Patched software and installed new versions to eliminate security problems and protect data.
- Documented and updated known fixes in knowledge base for future reference.
Customer Engineer
HDFC Securities
Mumbai
04.2013 - 09.2013
- Banking Industry
- Monitoring and maintaining security servers for the database of customers regarding their various accounts to control financial fraud
- Worked as a key member for SQL database maintenance team
- Answered incoming support inquiries via chat, phone and email.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Trained customers to use and maintain equipment to reduce service issues.
Education
Bachelor of Computer Application -
Amaravati University
Skills
Technical Troublshootingundefined
Additional Information
- Achievements/Tasks Achievements/Tasks Achievements/Tasks Achievements/Tasks Achievements/Tasks
Timeline
Service Delivery Lead
Larsen and Toubro Limited
03.2022 - Current
Senior Service Desk Analyst
Protera Technologies
04.2021 - 10.2021
IT Analyst
XPO Logisitcs
12.2020 - 04.2021
IT/ITES
FedEx Express Transportation and Supply Chain Services Ltd
11.2019 - 12.2020
Desktop Support
Dell Enterprise, Sutherland Global Services
09.2013 - 04.2014
Customer Engineer
HDFC Securities
04.2013 - 09.2013
Bachelor of Computer Application -
Amaravati University
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