Shreyas B.K. T
Beeri
Summary
Positive, upbeat, and resourceful, bringing deep understanding of IT support systems and excellent problem-solving skills. Proficient in managing support tickets and troubleshooting technical issues, with strong communication and leadership abilities. Committed to improving service desk operations and driving customer satisfaction.
Developed skills in leadership and operational efficiency within fast-paced IT support environment. Strong ability to manage teams, improve processes, and resolve technical issues efficiently. Seeking to transition into new field, leveraging communication and management expertise.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk Manager
Accenture
04.2016 - Current
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
Service Desk Analyst
nTT Data
08.2016 - 03.2018
- Company Overview: Previously Dell
- Identified root cause Case Analysis Technical Troubleshooting
- Collaborated with other teams to ensure successful resolution of customer inquiries
- Ensured that all systems were running optimally by performing regular health checks on servers and network devices
- Provided remote assistance to customers when required via phone or remote desktop tools
- Responded promptly to customer emails regarding any IT related queries
- Provided telephone support to staff members who require assistance with their computers or network connections
- Provided first-level technical support to customers with IT related issues
- Troubleshot and resolved hardware, software, network, and peripheral device problems
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems
- Previously Dell
Service desk associate
Mphasis
06.2014 - 02.2016
- Provided technical support to customers via phone, email, and chat
- Resolved customer inquiries in a timely manner with an emphasis on customer satisfaction
- Maintained accurate records of customer interactions, inquiries, and resolutions
- Assisted with the installation and configuration of hardware and software products for customers
- Tracked service desk tickets using help desk ticketing system
- Investigated complex issues and escalated them to appropriate teams when necessary
- Analyzed trends in customer service requests to identify areas for improvement
- Created user accounts in order to provide access to required resources and services
- Provided remote troubleshooting assistance for end-users experiencing problems with their computers or applications
- Remediation Planning Team Engagement Infrastructure Planning User Support Languages English
- Developed best practices guidelines for resolving common service desk issues
- Ensured proper documentation was maintained for all service desk incidents
Education
PUC - Intermediate education
Board of intermediate
01.2012
SSLC -
Board of Secondary education
01.2009
Skills
- BeyondTrust Privilege Management for Windows
- Azure AD
- TVM
- MDK
- Service now
- Training and mentoring
- Office 365
- Escalation management
- Service level management
- Client relations
- Incident management
- Client relationship management
- ITIL framework
Certification
- AZ900 (Azure fundamentals)
- BeyondTrust for Windows
Languages
Hindi
Beginner (A1)
English
Bilingual or Proficient (C2)
Timeline
Service Desk Analyst
nTT Data
08.2016 - 03.2018
Service Desk Manager
Accenture
04.2016 - Current
Service desk associate
Mphasis
06.2014 - 02.2016
SSLC -
Board of Secondary education
PUC - Intermediate education
Board of intermediate
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