Priya Gupta
New Delhi
Summary
Dynamic professional with a proven track record at KPMG, excelling in customer support and team leadership. Expert in managing service incidents and enhancing support services, evidenced by consistently meeting SLAs. Skilled in both technical solutions like Azure DevOps and fostering new client relationships, demonstrating a unique blend of technical proficiency and interpersonal savvy.
Overview
15
15
years of professional experience
Work History
Senior
KPMG
10.2017 - Current
- Individually Handling service and incident requests for the Digital Solutions Team via ServiceNow and JIRA.
- Support is provided for tools like Azure DevOps, GitHub, Monday, GitLab, Azure Portal, Power BI, SharePoint, PowerApps environments, and Power Automate.
- For Azure DevOps: user onboarding, password reset, DevOps project creation, Azure Sol and onmicrosoft account creation, license management, cross-charging, and resource/security group creation.
- For GitHub: user onboarding, Copilot license access, GitHub runner access, and repository management.
- For PowerApps: User onboarding, workspace creation for Power BI, environment requests for PowerApps environments, Power Automate flow creation, DLP policies creation, Power BI apps creation within workspaces, license management, cross-charging.
- Monthly SLA/KPI reports for the requests (ServiceNow/JIRA).
- Monthly invoice for the billing of one of the clients.
- Report graphs are to be uploaded in KPMG Dialogue.
- Quality checks
Service Delivery Lead
SoftwareONE
08.2011 - 05.2016
- User creation on tools like Navision.
- Request Handling in ServiceNow.
- Vendor management for the licenses price list.
- Master Data Management for the team.
- Escalation handling.
- Team Management as SDL.
- License management on the tools, and work allocation.
- Invoice creation for the purchase of a license.
- Uploading orders on Microsoft tools for big clients.
- Quality checks for the team
Process Associate
InterGlobe Technologies Private
08.2009 - 12.2010
- Handling requests from the users
- Quality Checks for the team.
- Escalation Handling.
Education
B.Tech - Computer Science
Rajasthan University
New Delhi12-2009
Skills
- Team collaboration
- Customer support
- Relationship building
- Support services
- New client management
- Teamwork
- Multitasking
- Self motivation
- Active listening
Accomplishments
- Received Kudos award
- Zero Escalations from past 7 Years
- Positive Feedback from stakeholders
Languages
Hindi
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Senior
KPMG
10.2017 - Current
Service Delivery Lead
SoftwareONE
08.2011 - 05.2016
Process Associate
InterGlobe Technologies Private
08.2009 - 12.2010
B.Tech - Computer Science
Rajasthan University
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