Kavya Singhu

• Managed enterprise service desk operations ensuring optimum resource and service levels through active queue management, incident and problem management and quality call monitoring
• Coached and mentored the team highest score among people managers on annual employee satisfaction survey three reports promoted improved slas and KPI matrix improved HD
• Identified cost reductions and LED continual improvement initiatives
• Analyzed top call drivers and created SOP's based on findings new line Partnered with other support teams and vendors to identify right to left opportunities and improve support flows new line standardized processes through policy documentation
• Actively promoted team building and teamwork to increase employee engagement
• Managed service desk & desktop support operations across Canada and Bermuda territories Expanded the team to include team leads and bilingual technicians
• Developed Incident Management Guidelines Developed Monthly Operational report
• Introduced CSAT and NPS Purchased Udemy Licenses and increased technical knowledge of the team by designing and assigning learning paths
• Coached and mentored Service Desk Staff Reporting to senior director, IT operations, provide vision and leadership to Service Desk Tier 1 and Tier 2 teams
• Oversee Incident, Change, Problem and Asset Management
• Effectively utilize lean principles to streamline process and eliminate waste
• Context Switching: moving from one project to another when required
• Ensuring the team understands the requirements for the change in priority
• Being transparent with the team to build trust
• Helping to ensure the team understands why priorities have changed
• Ensuring that change is perceived well socializing the benefits both short and long term.

• Led team of 12 providing telephone and online support to customers experiencing technical issues
• Provided quality troubleshooting with patient step-by-step instructions to resolve problems
• Monitored technical team calls to ensure maintenance of technical skills and good customer service
• Tracked and logged all calls for each shift
• Identified problem areas and implemented all necessary training
• Held weekly team meetings and involved staff in planning and decision making
• Collaborated with other departmental leaders
• Kept abreast of all new technologies to keep current
• Provided technical expertise to Help Desk team
• Ensured team-members stayed up to date by providing frequent training
• Monitored calls for skill level and customer service delivery
• Fired staff that did not meet technical or customer service expectations
• Reported progress goals suggestions and all issues to management.

Trained 50 plus analyst and three assistant managers far global resourcing transition new line created and implemented action plans to improve customer satisfaction from 86% to 95% which were applied on other accounts.

Escalation Focal/Team Leader

•Developed and managed problem escalation process for the organization
•Minimized direct escalations by 15% and decreased analyst workload by 20%
•Proactively monitored incident handling by analysts and support teams and coached in areas of improvement trained 30 analysts on escalation process to ensure consistent service and client satisfaction.

Service Desk Analyst

•Created mailboxes, reset user accounts, and maintained Active Directory on weekly basis.
•Set up New Hire with desktop/laptop, software, user accounts following proper procedure company’s protocol.
•Deployed new workstations and other equipment’s as per C3i standard image and configuration.
•Responded to IT-related issues reported by C3i clients, based on established support procedures and within established (Service Level Agreement) SLAs
•Investigated hardware & software problems as it relates to end user’s IT equipment’s and act as applicable, supported PC peripherals including modems, printers, and scanners.
•Worked within SLAs, including Average Speed of Answer, Average Talk Time, Abandon Time, Hold Time
•Maintained up to date image of desktop/laptop and kept track of inventory of all systems.
•Gained knowledge on Installing, and configuring servers, services, etc. in accordance with standards and project/operational requirements.
•Tested the new upgrades of the MDM product on iPhone 3G/3GS/4G and on devices with Android.
•Created change point tickets with the customer’s issue and resolved the issue in a timely manner.
•Involved in dealing technical issues with Inspiron and Studio Laptops of DELL (Home Users)
•Provided support for upgrading the Windows Operating system from XP, Vista to 7
•Solved issues pertaining to Internet connectivity and Networking, Software and Anti-Virus problems.
•Managing the Senior Executives of the board and ensure their day-to-day IT needs are fulfilled also to ensure the smooth running of their IT systems/devices.
•To act as a SPOC for the business and interface with various IT Service teams like the L1-Offshore, L2-onsite, Server, Networks & Security teams
•The scope of this role was to ensure that all infrastructure needs of the customer organization were being addressed by the respective IT teams within the agreed SLAs and to ensure that the business was up to date on all activities being carried out by the infrastructure team