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 TroublshootingServer ManagementIncident ManagementTicketing Tool
Documentation and control
Strategic planning
Presentation design
Policy and procedure modification
Staff Management
Cultural Awareness
Dependable and Responsible
Good Telephone Etiquette
Excellent Communication
Flexible and Adaptable
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