Kushagra Bhatt

Experience

• 

  Chegg India

  Apr 2017 - May 2018

  MNE
• 

  Cameo Global, Inc.

  Jan 2019 - Jan 2022

  Handled user level escalations and made sure to drive it till resolution on every incident. Collaborated with the T3 team to make sure that the user's issue is fixed. Handled high profile escalations of isco VP's and Director's to ensure smooth resolution.Was a part of Windows and Mac SME team that handled all the L2 level incidents.Handled escalations from directors and owned the escalation end to end.Contributed in the daily backlog reduction, driving the T1 and T2 teams wit necessary solution to fix the user's issueInvolved in various leadership activities such as driving the queue /managing Finesse volumes while on L2 SME levelMaintained an excellent score and client appreciations that help me land in a leadership role. Show less Worked in a contact centre L1 role assisting the Cisco employees with the system and application issues provided / managed by the enterprise.Maintaining the incidents assigned, either driving them to resolution or escalating it to a right team.Making sure to achieve all the metrics on the scorecard.Provided resolution of procedural, process, information and technical problems for requests from internal client base submitted over phone or automated means.Demonstrated and have the ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision. Show less

  • Sr IT Analyst

    Dec 2019 - Jan 2022

  • IT Analyst

    Jan 2019 - Nov 2019
• 

  New Era Technology

  Jan 2022 - Jul 2023

  Information Technology Team Lead
• 

  Wipro

  Jul 2023 - now

  Senior System Administrator