Accomplished Service Desk Lead with a demonstrated ability to quickly learn, adapt, and excel in complex service environments. Initially hired as a NOC Tier 1 Agent, I swiftly transitioned to handling case intake, email, and call-based customer queries before securing a promotion to Service Desk Lead via an IJP within a year. Entrusted with managing the Pulse and Digital teams, I mastered these new processes from the ground up, successfully driving SLA compliance, escalation resolution, and service process improvements. Proficient in client advocacy, process optimization, and data-driven decision-making, I am dedicated to delivering high-quality service experiences, fostering strong client relationships, and ensuring operational excellence.
Hi, I’m
Ramyashree R
Service Desk Lead
Summary
Overview
5
years of professional experience
1
Certificate
8
years of post-secondary education
Work History
One Diversified
Service Desk Lead
10.2023 - Current
Job overview
- Fostered a positive work environment by promoting teamwork, open communication, and employee recognition initiatives.
- Enhanced team performance through regular coaching, constructive feedback, and skill development programs.
- Established clear performance metrics, enabling effective tracking of progress toward strategic goals.
- Led the Pulse Team, overseeing real-time monitoring and proactive incident response.
- Ensured SLA compliance by tracking service tickets, optimizing response times, and refining workflows.
- Acted as a primary escalation point, resolving high-priority service issues through cross-functional collaboration.
- Drove process improvements, optimizing case intake, call/email audits, and service efficiency.
- Conducted User Acceptance Testing to assess service tools, identify gaps, and ensure seamless implementation.
- Developed knowledge base articles and internal documentation to standardize service delivery and improve training.
- Collaborated with stakeholders to align service performance with business and client expectations.
One diversified
NOC agent
10.2022 - 10.2024
Job overview
IBM India Pvt Ltd.
Windows 10 technical advisor
07.2020 - 10.2022
Job overview
Cognizant Technology services
Senior system engineer
01.2020 - 07.2020
Job overview
Cognizant Technology services
Engineer trainee
1 2019 - 1 2020
Job overview
Education
Seshadripuram Main P U College
Pre University (P.U.C)
03.2012 - 03.2014
University Overview
Score: 80%
Scholars Academy English High School
Xth Standard (S.S.L.C)
03.2016 - 03.2018
University Overview
Score: 92.48%
Sri Krishna Institute of Technology
Bachelor in Engineering
03.2014 - 03.2018
University Overview
Score: 72%
Skills
Performance monitoring
undefinedAdditional Qualification
Additional Qualification
- C
- JAVA core
- Auto CAD
- MATLAB programming and SIMULINK simulations
- CAED
- Microcontroller (keiluvision3) (assembly language)
- Python
- SQL
Languages
English
Kannada
Hindi
Platforms
Platforms
- Utelogy
- Connectwise
- ServiceNow
- Automate
- Labtech
- RingCentral
- Microsoft 365
- Active directory
- Remote control viewer
- RDP
- Putty
- Skype
- WebEx
- Cisco AnyConnect
- Identity portal
- Outlook troubleshooting
- Printer troubleshooting
Projects
Projects
HAL (Hindustan Aeronautics Limited), A highly efficient low ripple PMS for EECU with advance interleaved DC-DC converter for turbo shaft engine application, Any engine electronic control unit should have its own dedicated power supply. Normally the EECU is powered by aircraft DC bus, once the engine reaches self-sustaining speed the EECU will be powered by its own supply. It mainly consists of engine driven 3-phase alternator, 3-phase rectifier, buck-boost converter. Here the line regulation and load regulation is achieved by using buck-boost converter. It can achieve step up and step down easily and have been widely used in many applications because of the simple topology, easy control and can input current continuously, etc. The analysis and modeling of interleaved Buck-boost converter with PID controller is discussed and an efficient and low ripple circuit is designed., MATLAB (SIMULINK), Published paper on the same in national conference NCESC-2018 International Journal of Engineering Research & Technology (IJERT) NCESC-2018-172 NCESC 2018 conference ProceedingsTechnical Seminar
Technical Seminar
Predictive analysis of life time of machines using machine learning, R languageHobbies
Hobbies
Cooking, Wathcing Anime
Certification
ITIL
Timeline
ITIL
11-2024
Service Desk Lead
One Diversified
10.2023 - Current
NOC agent
One diversified
10.2022 - 10.2024
Windows 10 technical advisor
IBM India Pvt Ltd.
07.2020 - 10.2022
Senior system engineer
Cognizant Technology services
01.2020 - 07.2020
Scholars Academy English High School
Xth Standard (S.S.L.C)
03.2016 - 03.2018
Sri Krishna Institute of Technology
Bachelor in Engineering
03.2014 - 03.2018
Seshadripuram Main P U College
Pre University (P.U.C)
03.2012 - 03.2014
Engineer trainee
Cognizant Technology services
1 2019 - 1 2020
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