Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Tanushree Karmakar

Pune

Summary

Dynamic Service Desk Administrator with proven expertise in team leadership and staff development. Skilled in SLA tracking and root cause analysis, driving improvements in service delivery and team performance.

Overview

9
9
years of professional experience

Work History

Service Desk Administrator

Wipro Technologies
Pue
06.2024 - Current
  • Lead a team of 15 analysts during daily operations, overseeing ticket distribution, priority handling, and performance.
  • Act as primary escalation point for complex incidents and high-impact service issues.
  • Monitor and report on SLA compliance, ticket backlog, and team metrics to Service Delivery Managers.
  • Support onboarding and training of new analysts, and coach junior team members to improve technical and soft skills.
  • Collaborate with L2/L3 support and application teams to resolve recurring issues and drive incident reduction.
  • Implement team huddles and knowledge-sharing initiatives to improve efficiency and first-time resolution.
  • Manage incident escalations, ensuring timely resolution and communication to stakeholders.
  • Conduct regular 1-on-1s, coaching sessions, and performance reviews to support staff development.
  • Drive knowledge base updates and documentation efforts to empower first-contact resolution.

Sr. Catalog Associate, English

Amazon Development Center India Pvt.Ltd.
Bangalore
02.2017 - 06.2024
  • Provided technical support for desktop, laptop, network, and application issues.
  • Used ServiceNow to manage ticket lifecycle and meet SLA targets.
  • Documented recurring issues and contributed to knowledge base updates.
  • Contributed to KB articles and supported documentation efforts to improve team productivity.
  • Serve as SME for global IT service desk operations supporting 20+ users across multiple regions.
  • Handle escalated incidents and coordinate with L2/L3 support to ensure timely resolution.
  • Analyze incident trends to identify root causes and recommend preventive measures.
  • Collaborate with stakeholders to improve SLA adherence and service delivery KPIs.
  • Train and mentor junior service desk analysts, improving first-call resolution rate by 40%.
  • Lead documentation and improvement of SOPs, workflows, and user guides.

Education

Master of Computer Applications -

The University of Burdwan
BARDHAMAN, WEST BENGAL, INDIA
01-2016

Bachelor of Computer Applications -

ABSS Institute of Higher Education
LILUAH, WEST BENGAL, INDIA
01-2013

Higher Secondary Education -

Hindmotor High School
HINDMOTOR, WEST BENGAL, INDIA
01-2010

Secondary Education -

Hindmotor Education Centre
HINDMOTOR, WEST BENGAL, INDIA
01-2008

Skills

  • Team Leadership & Staff Development
  • SLA & KPI Tracking Performance Reporting
  • Windows OS, Active Directory, Microsoft 365
  • Root Cause Analysis & Escalation Management
  • Shift Scheduling & Workforce Planning
  • Knowledge Management & Documentation
  • Cross-Functional Collaboration
  • Customer Service & Stakeholder Engagement

Languages

Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Timeline

Service Desk Administrator

Wipro Technologies
06.2024 - Current

Sr. Catalog Associate, English

Amazon Development Center India Pvt.Ltd.
02.2017 - 06.2024

Master of Computer Applications -

The University of Burdwan

Bachelor of Computer Applications -

ABSS Institute of Higher Education

Higher Secondary Education -

Hindmotor High School

Secondary Education -

Hindmotor Education Centre

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Tanushree Karmakar