Overview
Work History
Skills
Education
Summary
Timeline
Hi, I’m

RASHMI N

IT/Service desk Support/Lead
Bengaluru,KA
RASHMI N

Overview

5
years of professional experience
1
Language

Work History

Genpact
Hyderabad

Technical Associate
07.2024 - 12.2024

Job overview

  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Facilitated seamless communication between stakeholders throughout all phases of project development and implementation.
  • Streamlined project management processes, ensuring timely delivery of high-quality work products.
  • Conducted thorough research to identify emerging trends in technology, recommending strategic investments as appropriate.
  • Performed hardware replacements, instructing end users on operational differences associated with change procedures.
  • Improved customer satisfaction by providing exceptional technical support and troubleshooting assistance.
  • Supported Bring Your Own Device efforts by onboarding devices and verifying technical compliance.
  • Maintained and deployed standardized software packages for deployment on company systems.
  • Evaluated vendor proposals for hardware/software procurement decisions based on cost-effectiveness analysis, compatibility with existing infrastructure, and long-term support considerations.
  • Collaborated with senior technical staff on larger projects, exceeding required contribution thresholds to project workflow.
  • Participated in new technology rollouts, following mandated technical change procedures to maintain smooth transitions.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with cross-functional teams to develop and implement innovative technical solutions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Assisted in development of system security protocols.

NxtWave
Hyderabad

Customer Experience Manager
06.2024 - 06.2024

Job overview

  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.

Accenture
Hyderabad

IT Service Management Analyst
11.2023 - 05.2024

Job overview

  • Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
  • Reduced downtime, optimizing system performance through continuous monitoring and analysis of key metrics.
  • Collaborated with cross-functional teams to ensure seamless integration of service management initiatives.
  • Facilitated training sessions for staff members, increasing their knowledge and understanding of service management principles.
  • Managed stakeholder expectations by providing timely updates on project progress and effectively communicating potential risks or delays.
  • Improved service management processes by analyzing and implementing best practices in ITIL framework.
  • Conducted root cause analyses on major incidents, leading to the development of preventative measures that reduced future occurrences.

Wells Fargo

Technology Operations Analyst
03.2021 - 07.2023

Job overview

  • Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
  • Improved team productivity by implementing effective workflow strategies and time management techniques.
  • Created custom reports and visualizations to support decision-making processes.
  • Assessed operational performance to identify areas for improvement.
  • Supported supervisor and associated team members to maintain system functionality.
  • Collaborated with cross-functional teams to develop comprehensive project plans, ensuring timely delivery of key milestones.
  • Boosted customer satisfaction levels with thorough analysis of client feedback and timely resolution of issues.
  • Analyzed trend data to forecast operational needs and plan next course of action.
  • Developed performance metrics to evaluate operations effectiveness, enabling continuous improvement initiatives.
  • Actively participated in strategic planning meetings, contributing valuable input towards setting departmental objectives.
  • Facilitated knowledge sharing sessions, boosting team efficiency and innovation.
  • Oversaw transition to new CRM system, minimizing downtime and data loss.
  • Enhanced customer satisfaction, analyzing and addressing root causes of complaints.
  • Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
  • Established strong relationships with key stakeholders, fostering a collaborative environment conducive to achieving shared goals.
  • Scanned system for frequent technical issues, employing troubleshooting techniques for resolution.

Appsndevices

Technical suppport Engineer
08.2020 - 01.2021

Job overview

  • Bangalore
  • Troubleshooting technical issues, network issues
  • Disabling,enablingantivirus,networkfirewalls,checkinginternetspeedtest, ping, ipconfig
  • Checking audio settings, video settings, online classes
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Performed root cause analysis of reported issues to enact corrections.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Streamlined escalation process, ensuring that complex issues were promptly addressed by appropriate specialist.
  • Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.

Skills

Technical support

System diagnostics

Systems analysis

Staff education and training

Issue escalation

Access issue resolution

Incident tracking

Operating systems

Hardware and peripherals

MS office proficiency

Remote support

Ticket management

Software installation

Incident reporting

Printer support

Troubleshooting

Mobile device support

System administration

Active directory

Customer service

Desktop support

Technical troubleshooting

Application installations

Customer success management

Teamwork and collaboration

KPI tracking

Problem-solving

Stakeholder engagement

Employee training

Performance monitoring

Process improvement

Cross-functional coordination

Team leadership

Operations management

Performance evaluations

Education

Srinivas Institute of Technology
Mangalore

BTech/B.E from Computer Science

University Overview

Summary

Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Timeline

Technical Associate
Genpact
07.2024 - 12.2024
Customer Experience Manager
NxtWave
06.2024 - 06.2024
IT Service Management Analyst
Accenture
11.2023 - 05.2024
Technology Operations Analyst
Wells Fargo
03.2021 - 07.2023
Technical suppport Engineer
Appsndevices
08.2020 - 01.2021
Srinivas Institute of Technology
BTech/B.E from Computer Science

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RASHMI NIT/Service desk Support/Lead