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Enhance team performance and maximize customer satisfaction by strategically managing calls, emails and implementing process improvement. Successful at training and mentoring employees to promote a culture of collaboration and continuous improvement. Assist users in resolving IT related concerns such as but not limited to active directory troubleshooting, mobile phone and network troubleshooting, basic SAP applications troubleshooting, printer issues, etc.

P.B Engineering College

Kalashetra Matriculation Higher Secondary School

Daniel Matriculation Higher Secondary School

Service Desk Senior Analyst

Abinaya Pandian

HCL Technologies Ltd

Quickly and conscientiously handled incoming communication to the Service Desk including phone calls and e-mail
Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed
Installed, modified, and repaired hospital software
Managed Sentillion Vergence configuration for doctors and nurses hospital wide
Trained and working as a Knowledge Management and quality senior analyst
Developing key knowledge - centered support process, including integration with incident management and problem management processes
Managed site content ensuring pages are organized and professional. Provided workflow capabilities that support organization mission and goals.
Identified interdependencies between teams and work closely with peers to introduce new knowledge content development.
Conducted and evaluated customer feedback surveys.
Prepared Detail oriented management reports.
Delivered feedback to agents.
Provided customer feedback and internal compliance feedback to management
Held a 10 months record of second place most resolved incidents

Chennai, Tamil Nadu, India

Adherence to process and procedures to maintain quality and professionalism Requirements
Fluent written / spoken English and Polish plus at least one of the following additional languages: German, French, Italian, Spanish
Solid experience of supporting an end user environment an advantage
Strong Teamwork and communication / information sharing
ITIL awareness 

Goomo Orbit Corporate & Leisure Travels

Technical Analyst 

Provided technical support to callers by researching and answering communications questions; resolving problems; providing resources.

Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
Established service by walking callers through new installations and configurations.
Improved caller capabilities by providing additional documentation; recommending training courses.
Maintained help desk database by entering caller statistics, inquiries, and responses
Improved help desk results by recommending changes in information and processing.
Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Abinaya Pandian’s posts