Soni Kumari
Bangalore
Summary
Help Desk Senior Associate with 5 years of experience in IT support and customer service. Seeking a better opportunity to apply my skills, grow professionally, and contribute to organizational success.
Overview
7
7
years of professional experience
Work History
Helpdesk Senior Associate
NTT DATA
04.2022 - 06.2025
- Company Overview: Client: USBank
- Deep level of ServiceNow and Microsoft 365 understanding (Azure, Intune, Exchange, SharePoint, Teams)
- Ability to demonstrate proven experience in delivering ITIL Service Desk Objectives in a service management capacity.
- ITIL qualified, preferably ITIL V4
- Previous managerial experience within a technical/service-based role.
- Proven experience in implementing first call resolution and completing known fix / workarounds where appropriate to deliver excellence in service levels
- Strong stakeholder management experience with excellent relationship building skills
- Client: USBank
Sr. Technical Advisor
CONCENTRIX
04.2021 - 03.2022
- Company Overview: Client: Lenovo
- Effectively manage and document all work performed as part of ticket queue management.
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Assisted clients with general support for Hardware, Peripherals, Networks Connection, & External Software.
- Working with other customer support teams to ensure a consistent and high-quality level of support.
- Escalated help desk tickets to level 2/Tier 2 support when outside scope of Level1 / Tier 1 Technician support.
- Client: Lenovo
Helpdesk Associate
Irvine Infocom Pvt Ltd.
05.2018 - 06.2019
- Responded to customer queries via phone, email, or chat.
- Troubleshot technical issues and provided timely solutions.
- Logged, tracked, and updated tickets in ticketing systems.
- Ensured issues were resolved within SLA timelines.
- Maintained records of customer interactions and resolutions.
- Coordinated with technical teams for escalated issues.
- Helped implement efficiency measures in support operations.
Education
Bachelor of Information Technology -
Calcutta Institute of Management and Technology
Skills
- System Monitoring
- Resolution & Escalation
- Customer Interaction
- Interpersonal skills
- Ability to work in a team environment and lead a team
- Possesses strong product/technology/industry knowledge
- MSD 365
- Microsoft Word
- Excel
- PowerPoint
- Troubleshooting & Diagnosing Problem
Disclaimer
I hereby declare that the above-mentioned information is correct by my knowledge, and I bear the responsibility for the correctness of the above-mentioned particulars.
Personal Information
Date of Birth: 09/25/96
Timeline
Helpdesk Senior Associate
NTT DATA
04.2022 - 06.2025
Sr. Technical Advisor
CONCENTRIX
04.2021 - 03.2022
Helpdesk Associate
Irvine Infocom Pvt Ltd.
05.2018 - 06.2019
Bachelor of Information Technology -
Calcutta Institute of Management and Technology