Shabnam J

1. Provided comprehensive Voice, Chat, and Email Support for the seamless installation, configuration, and troubleshooting of network printers and scanners, ensuring optimal functionality at all times.

2. Conducted technical troubleshooting sessions for a diverse range of devices including laptops, desktops, and printers, swiftly resolving issues to minimize downtime and optimize productivity.

3. Demonstrated proficiency in Lotus Notes and AT&T configuration and troubleshooting, swiftly addressing user queries and ensuring seamless communication and connectivity within the organization.

4. Facilitated password resets and addressed application-related issues for banking software, ensuring secure and uninterrupted access for employees across the institution.

5. Proficiently handled Microsoft Outlook configuration and troubleshooting across multiple versions including Office 2003, Office 2007, Office 2010, and Office 365, ensuring smooth communication channels for efficient workflow.

6. Possess a strong command over operating systems including Windows XP, Windows 7, and fundamental knowledge of Linux, enabling effective support across diverse user environments.

7. Provided adept support for phone line issues pertaining to BT, resolving connectivity issues promptly to maintain uninterrupted communication channels for business operations.

1. Managed critical P1 and P2 calls, collaborating with Incident Management (IM) teams to contribute to the refinement and enhancement of incident management policies, frameworks, and processes, ensuring efficient resolution of high-priority incidents.

2. Proactively addressed low and medium priority incidents in a timely manner to prevent escalation and minimize disruption, demonstrating a commitment to maintaining seamless operations.

3. Conducted follow-up communications with customers to confirm issue resolution and solicit feedback on computer and application usage, fostering a culture of continuous improvement and customer satisfaction.

4. Effectively handled escalated issues presented by Tier 1 analysts, leveraging advanced problem-solving skills to swiftly resolve complex technical challenges and maintain service continuity.

5. Spearheaded Root Cause Analysis (RCA) efforts and facilitated the completion of corrective actions, employing validated problem analysis methodologies to identify underlying issues and drive sustainable solutions, thereby enhancing day-to-day operational efficiency.

6. Generated comprehensive performance reports for analysts on a daily basis, providing actionable insights to drive continuous improvement and optimize team performance.

7. Provided personalized support to VIP customers, ensuring their queries and concerns were addressed promptly and effectively, thereby enhancing client satisfaction and loyalty.

8. Proficiently managed Business Continuity Planning (BCP) enablement activities, ensuring readiness to mitigate risks and maintain operations in the event of disruptions.

9. Facilitated training sessions for new joiners and provided ongoing floor support, contributing to the development of a skilled and knowledgeable workforce and fostering a culture of learning and growth.

10. Managed all Business As Usual (BAU) and ad-hoc requests for leads and managers, demonstrating adaptability and responsiveness to evolving business needs and priorities.

Hosting Client Visits

Successfully organized and hosted numerous client visits, ensuring a seamless and professional experience that showcased the firm's capabilities and strengths.
Actively promoted automation initiatives within the organization, advocating for the adoption of innovative technologies and processes to enhance efficiency, productivity, and client satisfaction.