Technical Support Service Desk

Curriculum Vieta

Roopashree Vidyasagar

Ph: 214-***-**** Email: **********@*****.*** Frisco, Tx

Green card holder.

PROFESSIONAL SUMMARY:

Detail-oriented and customer-focused IT Service Desk Agent with 4 years of experience providing technical support in fast-paced enterprise environments. Skilled in troubleshooting software/Hardware issues, managing ticketing systems, and delivering exceptional service across multiple channels. Adept at collaborating with cross-functional teams and driving first-call resolution.

Hard working, self -motivated, quick learner, good listener, team player, adaptable and open to learning new technologies and IT systems.

TECHNICAL SKILLS

Operating Systems: Windows 10/11

Tools: Act fast (Easy Vista)

Networking: VPN support

Hardware: Laptops, desktops, Printers.

Software: Microsoft 365, Teams, Outlook

Troubleshooting Website issues for customer ordering platform (MOXe)

WORK HISTORY

Current Role: IT Service Desk/Help Desk Analyst at Wipro Technologies, (9th-May-2022-- till date)

Client--US FOODS

Resolved 30–50 daily support tickets via phone, email, and chat with a 95% customer satisfaction rate.

Delivering technical support to 500+ end users across multiple departments

Providing Tier 1 support for Windows.

Managed user accounts and permissions using Active Directory tool.

Documented solutions and created knowledge base articles to improve team efficiency.

Collaborated with desktop support and network teams to escalate and resolve complex issues.

Supported remote users via VPN and remote desktop tools

Participated in weekly team meetings to review ticket trends and suggest process improvements

Assisted new associates with password resets to login to the system.

Received multiple appreciations and props from Customer associates and team managers.

1.Customer Support: The CMI Group, Dallas, TX, (20th Oct-2021 to 4th-May-2022)

Assessed accounts for payment status and reached out to customers.

Contacted clients with past due accounts to formulate payment plans and avoid any interruption in their services.

Met the Dialer Productive Time (DPT) and wrap up time of 30 seconds according to the company norms.

Pursued and processed payments for outstanding balances.

Updated accounts with latest payment information and helped in scheduling future dated payments within their pay by date.

Answered phone calls and provided friendly, knowledgeable service regarding billing due dates, total and past due amounts.

Dealt with problems with calm and professionalism to deliver optimal resolutions.

Consistently met the targeted collections of 125 payments per week on past due accounts.

Responded to customer concerns and questions on daily basis.

Educated the customers about their billing cycle, past due amount and the total amount due.

EDUCATION:

Bachelor of Commerce: Accounting and Finance, 05/2001, Bangalore Higher Education Society - Bangalore, India

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