Shreya Parab

· Manage customer issues via Email, Chat, WhatsApp & Matrix

· Assign and track tickets through Zendesk until closure

· Primary contact for incident status updates

· Coordinate with internal technical teams

· Conduct weekly customer feedback calls

· Manage team shift rosters & leave planning

· Use Asana for task tracking

Ø Comnet Solutions Pvt. Ltd - Sr. IT Helpdesk Executive (01/2019 - 11/2021)

Ø Secure Green IT Services Pvt. Ltd - IT Helpdesk Executive (03/2018 - 12/2018)

· Managed phone and email communications for PAN India end users.

· Coordinated IT operations, managing access requests and user profile updates in Active Directory.

· Executed start-of-day (SOD) activities by coordinating with internal teams and end users for issue resolution.

· Logged calls with vendors for faulty hardware and conducted follow-ups until resolution.

· Administered Sapphire Call logging tool to assign calls based on category to engineers.

· Collaborated with network team to address link down issues across PAN India locations.

· Conducted end-of-day (EOD) reporting, utilizing pivot tables to prepare call reports for management review.

· Managed phone and email communications for PAN India end users.

· Logged calls with vendors for faulty hardware and conducted follow-ups until resolution.

· Managed phone calls and emails from users and clients, ensuring timely resolution of inquiries.

· Coordinated backup resources for absent engineers, enabling seamless operational continuity.

• Coordinated and addressed end user concerns through effective phone and email communication.
• Oversaw the arrangement and follow-up processes for securing backup resources to maintain project workflow during engineer shortages.
• Monitored and coordinated attendance of onsite engineers to support operational efficiency and project timelines.
• Addressed and resolved escalated issues from end users to enhance customer support for AMC services.
• Achieved efficient procurement of IT hardware through effective vendor coordination. Maintained accurate database of vendor invoices and payment records to support financial operations. Prepared purchase orders to ensure timely delivery of resources.
• Oversaw the preparation of gate passes for outgoing IT assets from head office and multiple locations. Managed the inward and outward register for IT hardware assets to maintain accurate tracking.
• Documented and analyzed AMC-related call activities through detailed weekly and daily reporting.
• Maintained organized records of vendor interactions and ensured timely follow-up on hardware-related inquiries.
• Provided first-level support to end users by configuring Lotus Notes, installing printers, and setting up Cisco softphones and handsets. Assisted with basic application installations, including MS Office, MS Visio, Nuance PDF, CTS, Oasis, and FIRC converter.
• Oversaw service desk operations by managing ticket assignments to engineers based on issue categories.

• Responded to user and client inquiries via phone and email, providing assistance and information as needed.
• Oversaw the arrangement and follow-up processes for securing backup resources to maintain project continuity in case of engineer unavailability.
• Managed attendance portal for engineering teams, ensuring accurate tracking and support for resource allocation. Assisted backup engineers in maintaining system integrity and functionality. Facilitated communication between engineering departments to streamline attendance processes.
• Managed escalations from customers regarding AMC-related inquiries. Oversaw resolution of salary and attendance issues for engineering staff. Fostered effective communication to enhance service delivery.
• Assisted in coordinating vendor communications for IT hardware purchases. Supported management of vendor invoices and payment records. Maintained an organized database for tracking payments.
• Assisted with monthly activities including CSR and time-sheet submission for invoicing. Collected monthly reports from on-site team. Managed resource data effectively.
• Executed daily operational management to ensure seamless workflow and efficiency.