Aishwarya Patel

• Assisted inbound callers across government to diagnose and resolve issues related to PKI, WIN attendance System, Pay and benefits and HR inquiries over Ice Bar calls, Live Chats and Self Service Tickets via Remote access.
• Remotely assisted Users with PKI Password Recovery , account unlock , applications such as WIN, JAVA issues and Entrust PKI.
• Maintained an adaptable and accommodating approach to communicating with non-technical users and received continual customer satisfaction.
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Assisted inbound callers across government to diagnose and resolve issues related to Desktop hardware/software, network, Smartphones and cloud services over Ice Bar calls, Live Chats and Self Service Tickets via Remote access.
• Remotely assisted Users with Password Resets, account unlock,
  Maintenance for ministry desktop Software, Operating systems and
  applications such as eSMT,ICE, Active Directory, Mainframe and Entrust PKI.
• Demonstrated a high level of diligence in addressing issues and initiating remote access into systems with secure and sensitive ministry applications to prevent all possible risk of information breach when providing desktop or mobile support.
• Maintained an adaptable and accommodating approach to
  communicating with non-technical users and received continual
  customer satisfaction.
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  Utilized BMC remedy to track support tickets, with care to update work
• notes in an accurate manner with supporting attachments to enable
  proper escalation and resolution of ticketed incidents in timely manner.
• Trained and mentored new service desk personnel and managed IT
  portion of employee onboarding process.

• Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
• Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
• Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
• Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
• Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.

• Greeted customers entering restaurant with genuine enthusiasm and warmth, set tables with condiments and utensils, escorted guests to assigned table or booth and presented menus.
• Maintained supplies of clean linens, silverware, glassware, dishes and trays, filled beverage and ice dispensers, stocked cabinets and serving areas and replenished condiments.
• Processed cash and card transactions accurately to minimize drawer errors.

Manual Mapping of Html & CSS Tags to Database for a Search portal.
• Created work Flow charts, operational documentation and prioritized tasks for onsite and offshore teams.
• Focused on manual testing for portal and server data quality.
• Performed analysis of daily incident bugs to find most repetitive alerts; implemented changes for permanent fix to reduce number of bugs.
• Processed source documents by reviewing data for deficiencies resolving
discrepancies by using standard procedures.