Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Priyanka M

Bengaluru

Summary

Diligent Individual with outstanding customer service and interpersonal skills Highly organized and super efficient with superior time management, attention to details and follow through abilities,dependable,quick thinker with ability to swiftly learn new procedure and method. Ability to perform with super vision,proven experience at fostering strong relationship with peers and management. Able to problem solving, active listening and communication. seeking to leverage these abilities in an entry level position in a forward thinking company.

Overview

5
5
years of professional experience

Work History

Service Desk Engineer

Priyanka
Bengaluru
05.2022 - Current
  • Provide clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time to fix for these incidents on a timely basis.
  • Raised work order for tool login issues, ensuring accurate documentation and timely resolution.
  • Strive to maintain SLA adherence and continuously improve service level KPIs.
  • Managed and prioritized p1 and p2 tickets, ensuring timely initial communication and resolution.
  • Must be organized, detail-oriented, able to manage multiple tasks simultaneously, and have the ability to appropriately prioritize.
  • Coordinated with cross functional teams to maintain service level agreements(SLA)and improve ticket handling process.
  • Ability to deal with conflict and difficult situations.
  • Ability to assimilate information rapidly.
  • Provided approval for internal and third-party vendors, ensuring compliance with company policies and procedures.
  • Coordinated with stakeholders to verify and authorize permission to start project or activities.
  • Raised P3 ticket to address site down issue, facilitating quick restoration of services.
  • Log all incident details, allocating approved categorization and prioritization.
  • Keep users informed about their incidents' status at agreed intervals.
    Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents)
  • Ensure timely communication and information flow towards internal and external stakeholders.

Content Moderator

Priyanka
Bengaluru
04.2019 - 06.2019
  • To ensure that the content on a given website or service meets the company standards and guidelines.
  • Should have basic understanding knowledge of AdWords and AdSense.
  • Good knowledge of Google tools such as Chrome, Google Sheets, Slides, Drive, etc.
  • Participate in wellness activities.
  • Should have customer-centric mindset.
  • Strong knowledge of current affairs and general knowledge to help identify cultural biases in videos.

Education

B.Tech - IT - Information Technology

Tamilnadu College of Engineering
Coimbatore
05-2017

State Board - HSC

P.D.R.V.MAT.HR. Sec School
Harur
05-2013

State Board - SSLC

P.D.R.V.MAT.HR.Sec.school
Harur
05-2011

Skills

  • Customer service skills
  • change management
  • Ticket management
  • Ticket Raising
  • MS excel
  • HTML
  • Core java
  • Desktop support
  • Data retrieval backup
  • Monitoring
  • Time management
  • Diagnostic skills
  • Prioritization

Accomplishments

  • I have participated and certified in District level volley ball match
  • I have completed BCSS Automation Fundamental Level 2024
  • I have completed BCSS Cloud Fundamental Level 2024

Timeline

Service Desk Engineer

Priyanka
05.2022 - Current

Content Moderator

Priyanka
04.2019 - 06.2019

B.Tech - IT - Information Technology

Tamilnadu College of Engineering

State Board - HSC

P.D.R.V.MAT.HR. Sec School

State Board - SSLC

P.D.R.V.MAT.HR.Sec.school

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Priyanka M