Summary
Overview
Work History
Education
Skills
Timeline
Generic

KAUSHIKA HARI

Kitchener,ON

Summary

Service-oriented, hands-on Technical Support with excellent communication and leadership skills. Strong track record of responsive and respectful service, cost-conscious service-level maintenance, and empowering IT team leadership.

Overview

7
7
years of professional experience

Work History

Service Desk lead

UST Global
11.2021 - 08.2023
  • Leading a team of Servicedesk agents in handling inquiries from customers, clients, or vendors about products or services
  • Ensuring that all issues are resolved in a timely manner by communicating with other departments within the organization as needed to resolve issues
  • Interviewing new candidates for positions on the team to ensure they have the right skillset for the job
  • Participating in meetings with management to discuss customer needs and concerns
  • Managing the team’s workloads to ensure they are able to meet their deadlines while providing excellent customer service.
  • Reviewing incoming tickets to determine priority and assigning them to members of the team for resolution
  • Reviewing reports from the team to assess performance and identify problems that may need to be addressed with individual team members
  • Monitoring staff performance to ensure that customer service representatives are providing high quality service
  • Maintaining an updated knowledge base of industry standards and trends in technology, customer service protocols, and available resources


Service Desk team lead

Wipro technologies
09.2016 - 07.2020
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Created user accounts and assigned permissions.
  • Installed, configured and maintained computer systems and network connections.

Education

Signals ans system, Digital electronics, IT Infrastructure, and Programming Fundamentals. ITIL (Information Technology Infrastructure Library) Service Management Certification -

Bachelor of Engineering - Electronics and communication

Anna University
Chennai, IN
05.2016

Skills

  • LINKS
  • Linked In
  • SKILLS
  • ITIL Framework
  • SLA Management
  • KPI Tracking
  • Incident Response
  • Service now tool
  • Active directory
  • Remote tools like connectwise control,Team viewer
  • LANGUAGES
  • English
  • HOBBIES
  • Cooking
  • Classical dance

Timeline

Service Desk lead

UST Global
11.2021 - 08.2023

Service Desk team lead

Wipro technologies
09.2016 - 07.2020

Signals ans system, Digital electronics, IT Infrastructure, and Programming Fundamentals. ITIL (Information Technology Infrastructure Library) Service Management Certification -

Bachelor of Engineering - Electronics and communication

Anna University

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KAUSHIKA HARI