Tripada Shanbhag

• Handling incidents and critical issues promptly, by meeting all Service Level Agreement for urgent issues.
• Leveraging a centralized ticketing system (Service Now) to streamline submission management, enabling enhanced tracking, prioritization, and assignment of issues, including high-priority incidents.
• Regularly reviewing incident submissions to identify trends and recurring issues.
• Ensuring the team is well-trained and equipped with the necessary resources to resolve issues efficiently, by conducting regular team huddles to prioritize major issues and to drive the day to day tasks effectively
• Actively engaging in meetings and confidently representing the client to effectively address issues and secure the necessary assistance
• Utilizing my expertise to guide the team in processing tickets and ensuring clients receive prompt and effective assistance.
• Specialize in delivering proactive, clear, and concise status updates to clients to minimize unnecessary back-and-forth communication from their end.

Supported Salesforce employees with issues related to the IT Service desk in a 24X7 environment.

• Ensuring metrics of all In-take channels (Phone, Chat & Web Ticketing) are met regularly.
• Undertook proactive initiatives to improve existing processes.
• Worked with various stakeholders to help keep our knowledge base updated.
• Lead the team by handling escalation on weekends to ensure a smooth customer experience.
• Worked with the Site Reliability team in case of outage during weekends to provide the team with technical support needed throughout the shift.

• Dispatching the Administration task to User admin team based on request and mainframe password reset
• Handling User Admin tasks like Activating User ID's, Adding account specific groups to users etc.
• Handling Outlook issues, like profile re-creation, adding shared mailboxes, resetting outlook profiles, Adding /Deleting network drives, changing drive folder locations
• Installing Account specific applications remotely, providing Admin rights to user's machine, adding Citrix groups
• Hands-on on escalations and handling Severity 1 issues by collaborating with different teams to get all hands on deck and work towards getting the customer out of impact.
• Making sure all the relevant teams are taking ownership of their tasks and there is no un-accountable delay towards issue resolution, sending the communication with latest updates so everyone is updated on the whereabouts.
• Joined RCA sessions with teams involved during the incident to identify, investigate and prevent replication of similar issues in future
• Pulling up trend reports of incidents on regular basis to see and provide recommendations to improve service quality and availability

• Communicating with customers and helping them trouble shoot company products.
• Responsible in giving customers highest possible purchasing experience and assisting customers of desired products specifications, and demonstrating proper functioning and usage of product.
• Resolved system, hardware and telephone issues within 2 hours, improving efficiency among departments