Durga Devi Radhakrishnan
Halifax,Nova Scotia
Summary
Highly skilled and experienced troubleshooter with expertise in resolving computer hardware and software issues in customer-focused environments. Possesses in-depth knowledge of standard operating systems, networking protocols, and technical support procedures. Proven ability to identify and resolve complex technical problems. Excellent communication skills to effectively communicate solutions to users of varying technical backgrounds. Proficient in utilizing diagnostic tools and resources to streamline troubleshooting processes and ensure prompt resolution. Consistently delivers top-notch technical support and exceeds customer expectations.
Overview
11
11
years of professional experience
Work History
IT Service Desk Analyst
Royal Bank Of Canada, RBC
12.2020 - Current
- Utilized ticketing systems to manage and process support actions and requests.
- Worked with supervisors to escalate and address customer inquiries or technical issues.
- Resolved a wide range of technical issues across multiple systems and applications for customers and end-users in different time zones.
- Documented support interactions for future reference.
- Assisted in updating technical support best practices for the team's use.
- Handled high call volumes and responded to urgent technical support needs.
- Diagnosed and troubleshooted hardware, software, and network issues.
Discounter
Ford Credit India Private Limited
11.2017 - 01.2020
- Accurately assign discrepancies, monitor for timely clearing, and take actions to minimize cancellations.
- Contact dealers to review discrepant contracts for corrective action.
- Verify insurance coverage on all customer requests before funding.
- Adhere to provincial consumer protection legislation and procedural requirements.
- Ensure compliance with new business imaging requirements and monitor their implementation.
- Verify and review closing documents before releasing funds.
- Ensure outstanding customer service is provided to both customers and dealers.
- Responsible for adhering to all mandatory funding policies, procedures, and guidelines required for Ford Credit compliance.
Assistant Manager Operations
HDFC Bank
08.2015 - 01.2016
- Collaborate with head office departments to support the branch in resolving problems promptly.
- Generate reports for senior management to facilitate decision-making and revenue forecasting.
- Ensure compliance with KYC (Know Your Customer) and other processes before and after loan disbursement.
Technical Executive
NTT Data Global Delivery Services
08.2012 - 08.2015
- Tracked, analyzed, and monitored technology performance metrics.
- Analyzed and developed service goals for the inbound call center.
- Extended analysis to assist the technology team in escalating issues.
- Maintained and monitored production system notifications, providing triage support for high-priority outages through major communication channels such as voice and email to the technical team.
- Collaborated with various projects including Healthcare Project (McKesson), Retail Project (SuperValu), The Revere group, and Aero.
- Coordinated IT operations activities to ensure the smooth flow of daily business needs.
- Cross-trained existing employees to enhance team agility and performance.
- Onboarded new employees through training and new hire documentation.
Education
Bachelor of Commerce - Corporate Secretaryship
Ethiraj College For Women
Chennai, IndiaSkills
- MS Office 365 Proficiency
- Certified in Information Technology Infrastructure Library Version 3
- Pursuing Information Technology Infrastructure Library Version 4
- Troubleshooting and Assistance
- Service Desk Team Management
- Strong Written and Verbal Communication
- Prioritize and Meet deadlines
- Adaptable to new technology
- Team Leadership
- Project Management
Languages
English
Full Professional
Timeline
IT Service Desk Analyst
Royal Bank Of Canada, RBC
12.2020 - Current
Discounter
Ford Credit India Private Limited
11.2017 - 01.2020
Assistant Manager Operations
HDFC Bank
08.2015 - 01.2016
Technical Executive
NTT Data Global Delivery Services
08.2012 - 08.2015
Bachelor of Commerce - Corporate Secretaryship
Ethiraj College For Women
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