Samira Sheikh
Pune
Summary
ITIL V3-certified Service Desk professional with over 12 years in IT support and incident management. Expertise in ServiceNow, Office 365, and SLA management, with a proven ability to handle escalations and lead support teams. Strong background in system administration, coupled with skills in problem-solving and project management. Focused on optimising service delivery and enhancing team collaboration.
Overview
3
3
Languages
1
1
Certification
18
18
years of professional experience
Work History
Service Desk Administrator
UPS
Pune
02.2022 - 10.2024
- Skilled in supporting Microsoft Office 365, Windows OS, internet browsers, and basic networking protocols.
- Experience with Active Directory management and user account administration.
- Provided technical support for end-users via phone and email communication.
- Assisted users in navigating company-specific applications and systems seamlessly.
- Documented support interactions in the ticketing system for tracking and reference.
- Monitored service desk performance metrics to ensure timely issue resolution.
- Collaborated with IT team to streamline service desk processes and workflows.
- Identified root causes of technical issues and implemented effective solutions.
- Educated customers on best practices for using technology resources efficiently.
Service Desk Analyst
GTPL (BCN Payroll)
Pune
09.2011 - 03.2020
- Provided remote support to customers via phone and remote desktop tools, resolving issues efficiently.
- Responded promptly to user inquiries, improving overall service desk efficiency.
- Troubleshot network connectivity problems, ensuring seamless communication for users.
- Assisted in network device provisioning and configuration, such as setting up user accounts, access permissions, and network equipment.
- Assisted in training new staff on system processes and customer service protocols.
- Documented common issues and solutions, creating a knowledge base for staff use.
Senior Customer Care Executive
WNS
01.2010 - 12.2011
- Resolved customer complaints swiftly, delivering high-quality service to improve customer retention.
- Responded to customer inquiries with accurate product and service information, enhancing customer satisfaction.
- Handled customer inquiries via phone and email, ensuring prompt and effective responses.
- Resolved product issues and provided troubleshooting assistance.
- Assisted team members in handling high-volume support requests.
- Documented customer interactions in the CRM system accurately.
- Developed training materials for new customer service representatives.
Senior Customer Care Executive
IBM
01.2007 - 12.2009
- Led team in resolving complex customer inquiries and issues.
- Resolved customer inquiries and complaints in-person or by phone, fostering immediate issue resolution and customer satisfaction.
- Coached team members on effective strategies for managing challenging customer interactions, enhancing conflict resolution skills.
- Developed and delivered training for new representatives on company policies and customer service procedures to ensure consistent service quality.
- Developed training materials to enhance staff skills and knowledge retention.
- Monitored call center metrics to ensure adherence to quality standards.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
Education
Bachelor of Commerce - Business Administration And Accounts
Agra University
01-2009
Skills
- BMC Helix and ServiceNow
- Help desk operations
- Office 365 proficiency
- Basic networking support
- Device support expertise
- Active Directory management
- Communication skills
- Customer service excellence
Certification
ITIL V3 Foundation
Personal Information
Marital Status: Married
Birthday: October 6, 1979
Nationality:India
Gender:Female
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Marathi
Advanced (C1)
C1
Timeline
Service Desk Administrator
UPS
02.2022 - 10.2024
Service Desk Analyst
GTPL (BCN Payroll)
09.2011 - 03.2020
Senior Customer Care Executive
WNS
01.2010 - 12.2011
Senior Customer Care Executive
IBM
01.2007 - 12.2009
Bachelor of Commerce - Business Administration And Accounts
Agra University