Kavya Sharath

Experience

• 

  Accenture

  Oct 2018 - Apr 2019

  Technical Support Engineer

  • Familiarity with providing technical assistance and troubleshooting for hardware, software, and network-related issues.• Proven ability to handle customer inquiries, resolve problems, and ensure customer satisfaction.• Strong verbal and written communication skills with the ability to convey technical information to non-technical users.• Adept at analyzing issues, identifying root causes, and implementing effective solutions.• Demonstrated ability to work collaboratively with cross-functional teams to address technical challenges.• Proficient in documenting support processes and resolutions for future reference.• Effective in managing time and prioritizing tasks to meet deadlines in a fast-paced environment.• Quick learner with the ability to adapt to new technologies and environments. Show less

• 

  DXC Technology

  May 2019 - now

  TRAINING & MONITORING:• Training the new hires and monitoring their performances in Nesting.• Conduct weekly assessments for the training batch.• Conduct UAT for the new hires.• Create AWS profile for the new agents.• Session with the new hire team on Replicon, concur, Cisco Jabber, Finesse & Appgate.• Live Monitoring of Long calls• Provide floor support.• Conduct Refresher training.• Monitor ticket queue and chat queue.• Trained the team to handle call management on outage queue - reduction of 20 minutes and improvement in outage calls.• Posting outage alerts in the DXC RBS group to ensure quicker resolution.MEETINGS• On alternate Mondays attend the Bi-Weekly RBS RCC - IT Helpdesk - GSO TCS AMS Incident Mgmt.• Once Every Month attend the Knowledge management call• Attending the Monthly Voice Calibration call• Attending calls for new services/process updates.• Attending Monthly operations Review calls and daily RBS connect calls.ONBOARDING:• Placing the onboarding request for Service Desk agents and the other members of the Ahold Delhaize account.• Requesting for Service Now and other tool access.REPORTING:• Creating and publishing Daily Dashboard reports for Phone and Email.• Creating and publishing Weekly and Monthly Email SL Reports• Creating and publishing Agent Non-Response and AHT Report• Publishing reports for scorecard• DSAT analysis report.• Roster Preparation• Maintaining the JML File and Agent Detail File.• Maintaining the Ahold & Delhaize Training Document.• Creating & Publishing Daily Email SL Report Show less • Initiating SMT calls for critical issues and bringing in teams together on call to fix the issue.• Assisting users with Microsoft outlook issues, troubleshooting login issues, license issues, creating tickets to O365 team if user needs any changes to be made to their account or email.• Creating incident tickets and escalating to the concerned teams with Service Now ticketing tool.• Creating critical issue tickets and escalating it to the higher-level team for Azure issues.• Managing and routing incident tickets to next level team until issue is resolved.• Providing support to users through email support as well.• Consistently improve user satisfaction through expert resolution of issues and concerns. Show less • Provide timely assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Troubleshooting computer hardware issues like desktop rebooting issue and also printer issues etc.• Assisting users with VPN connectivity issues.• Assisting users with Windows, network password reset, and troubleshooting login issues.• Troubleshooting web login issues by performing password reset, and clearing cache and cookies if web pages are not responding.• Assisting users with mainframe login issues, performing password resets, and also providing temporary access to users to certain groups within the mainframe.• Assisting users with Unix password reset and reducing the failed login count for users with the help of the Putty tool. Show less

  • Analyst II Infrastructure Services

    Aug 2021 - now

  • Associate Service Delivery Coordinator

    Aug 2020 - Aug 2021

  • Senior Assistant Help Desk Technician

    May 2019 - Aug 2020