Shreyas Pattar

1.Supported global clients including British Telecom and BASF, delivering remote IT support worldwide, underscoring my versatility in managing diverse IT environments and user requirements.

2.Raised first call closure metrics to 90% by using advanced troubleshooting techniques

3. Maintained a high level of service quality by monitoring and evaluating key performance indicators, taking proactive measures to meet and exceed service desk goals, objectives, and service level agreements.

4. Played a pivotal role in creating and updating existing knowledge base (KB), enhancing team efficiency and knowledge sharing, while also mentoring new hires, fostering their growth within the organization.

5. Contributed to the development of innovative technology solutions, driving company growth and competitive advantage.

6. Developed Average Handling Time (AHT) reports and maintained Key Performance Indicators(KPI's) reports to improve operational efficiency.

7. Utilized the ServiceNow ticketing tool to document issues and maintain customer records. Maintained system documentation and updated tickets for the further escalations.

8. Demonstrated proactive problem-solving skills by identifying opportunities for process improvement, implementing solutions to enhance service quality and contributing to Team's operation.