Dedicated and motivated professional with a passion for mastering the intricacies of the Customer Support field. Committed to continuous learning and actively seeking opportunities to acquire new skills that enhance team success. Proven strengths in administration, relationship-building, and problem-solving contribute to a collaborative and efficient work environment. Eager to leverage these abilities to drive positive outcomes and support organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Coordinator
Kaizen IT Services Private LIMITED
12.2024 - Current
Maintained high customer satisfaction standards to meet or exceed targets.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Conducted ongoing reviews of program financial systems to assess cost control measures.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Delegated tasks to administrative support staff to organize and improve office efficiency.
Service Desk Engineer
Lenovo India PVT Ltd
06.2023 - 08.2024
Incident Management, Service Request Fulfillment, Problem Management, Technical Support, Issue Escalation, Password Reset, Remote Offboarding, Software Installation.
Resolved customer complaints in prompt, polite and professional approach.
Offered assistance in implementing and developing training programs.
Diagnosed and troubleshot hardware and software issues.
Patched software and installed new versions to eliminate security problems and protect data.
Responded to customer inquiries and provided technical assistance over phone and in person.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Help Desk Coordinator
Hemas Consumer Brands India PVT LTD
04.2022 - 03.2023
Coordinated L1/L2 helpdesk operations across email, phone, and ticketing systems, handling 60–100 tickets/day with 95%+ SLA adherence.
Triaged incidents using ITIL practices, prioritized P1/P2 outages, and ensured timely escalation to infra/app teams, achieving 30% faster MTTR.
Performed first-pass diagnostics for Windows, VPN, email, and network issues; resolved 70% at L1 to improve FCR and reduce backlog.
Managed end-to-end ticket lifecycle in ServiceNow/C Desk/BMC Helix/Manage Engine: categorization, assignment, status updates, and closure with detailed RCA notes.
Served as the primary coordinator between users, engineering, security, and vendors; ensured timely updates and clear ETAs for all stakeholders.
Managed high levels of call flow and responded to technical support needs.
Provided on-call support for critical issues related to [Software].
Help Desk Coordinator
Wipro Technologies
05.2016 - 02.2019
Service Request Fulfillment, Problem Management, Technical Support, Issue Escalation, Password Reset, Remote, Software Installation.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Managed high levels of call flow and responded to technical support needs.
Identified and solved technical issues using variety of diagnostic tools and tactics.
Installed, modified, and repaired software and hardware to resolve technical issues.
Provided on-call support for critical issues related to [Software].
Used ticketing systems to manage and process support actions and requests.
Provided basic end-user troubleshooting and desktop support.
Compliance Officer / Training Coordinator at Kaizen Environmental Services LimitedCompliance Officer / Training Coordinator at Kaizen Environmental Services Limited
Associate General Manager – Procurement at AMPIN Energy Transition Pvt. Ltd.Associate General Manager – Procurement at AMPIN Energy Transition Pvt. Ltd.