AARTHI KANNAIAH PAULRAJ

Experienced Service Desk Team Lead adept at managing, supporting, and mentoring diverse IT teams. Possesses a strong foundation in service desk management protocols and software applications. Demonstrated ability to resolve problems, optimize workflows, and drive exceptional service delivery. Previous roles resulted in improved efficiency, increased team productivity, and enhanced customer satisfaction.

Service Desk Operations for Enbridge Inc - Service Desk Lead, 01/2024 - 12/2024

• Led a team of 20 service desk analysts, ensuring efficient incident management and high customer satisfaction.
• Implemented ITIL-based best practices, reducing issue resolution time by 20%.
• Managed the service desk tool such as ServiceNow for tracking incidents, ensuring 95% SLA compliance.
• Conducted root cause analysis for recurring issues, leading to a 25% reduction in repeat incidents.
• Trained and mentored new team members, improving overall team performance and collaboration.
• Created and maintained knowledge base (KB) articles to enhance self-service support for clients.
• Identified and analyzed recurring issues, recommending chatbot solutions for efficient issue resolution., ServiceNow, Microsoft Office 365, ITIL, Active Directory

Service Desk Operations for Enbridge Inc, - Service Desk Analyst, 12/2019 - 12/2023

• Provided comprehensive first-line technical support to end-users, troubleshooting and resolving hardware, software, and network issues across multiple platforms.
• Achieved a first-contact resolution rate of 85%, significantly improving service desk efficiency and user satisfaction.
• Managed an average of 40+ inbound calls daily, maintaining a first-contact resolution rate of 85% through effective troubleshooting and customer support.
• Received a recognition award for outstanding customer support and consistently delivering high-quality service, as evidenced by high satisfaction ratings and first-contact resolution performance.