Service Desk Support Specialist - Randstad India Private Ltd - Bangalore, India
(2025-01)
Client: Cisco
- Managed partner onboarding and enablement activities, ensuring timely completion of DGI setup plans, lead submissions, and rebate coordinator configurations.
- Served as the primary point of contact for partners, resolving program navigation, portal access, and technical issues while providing ongoing support and follow-ups.
- Maintained and updated partner status trackers, monitored progress, and prepared weekly operational reports and performance updates for the Partner Marketing Manager (PMM).
- Executed operational tasks including uploading File Transfer (FT) files to partner portals and maintaining quarterly Scale Promotion Guides to ensure process compliance.
- Created and managed lead data using Microsoft Excel (VLOOKUP, data validation, and data analysis), preparing lead spreadsheets and uploading them to the Transaction Feeder for accurate ACE Dashboard reporting.
- Consolidated, validated, and mapped quarterly lead data received from multiple agencies, ensuring data accuracy and timely updates in centralized tracking systems.
- Scheduled and coordinated partner meetings and onboarding sessions, educating partners on program requirements, benefits, and best practices to drive active participation.
- Coordinated end-to-end event operations using Cisco Cvent, including event registration setup, attendee management, registration reporting, post-event surveys, and ongoing support for Partner Marketing Managers throughout the event lifecycle.
- Collaborated with cross-functional teams and stakeholders to streamline partner operations, improve service delivery, and ensure adherence to organizational processes and timelines.
Technical Support Engineer - InknowTech - Bangalore, India
(2023-01 - 2025-01)
Client: Mphasis
- Managed incident and service request tickets via ServiceNow, achieving a 30% improvement in resolution efficiency.
- Assigned and took ownership of incident and request tickets, ensuring timely resolution within SLA.
- Provided desk-side and remote support for Windows 10/11 systems, enterprise applications, and video conferencing tools (Polycom, Cisco, Avaya).
- Diagnosed and resolved issues with Microsoft 365 tools (Outlook, Teams), including software installations and laptop reimaging.
- Performed OS installations, upgrades, and re-installations across desktop and laptop environments.
- Installed, configured, and maintained client-specific applications and enterprise IT systems.
- Executed compliance audits on systems for BitLocker, Azure AD, DLP, LAPS, and patch management.
- Responded to user inquiries and support requests via phone, email, and live chat, maintaining a high level of professionalism and response time.
- Created change tickets and coordinated with vertical teams to ensure timely assistance for end users.
- Collaborated with external vendors for warranty claims, hardware procurement, and licensing renewals.
- Streamlined IT workflows and improved service delivery efficiency through enhanced ticket management in ServiceNow.
Scheduling Help Desk (HRSS -- TA) - Alchemy - Bangalore, India
(2022-01 - 2023-01)
Client: Accenture
- Responded to candidate queries via phone and support cases, consistently meeting SLAs.
- Guided candidates over calls to resolve technical issues prior to their interviews.
- Maintained Excel trackers for real-time issue tracking and escalations.
- Collaborated with recruiters and HR teams to resolve onboarding and referral issues.
- Supported the employee referral team with timely and accurate ticket handling of referral request tickets.
