Summary
Overview
Work History
Education
Skills
Personal Information
Languages
References
Timeline
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Shikha Khanna

Celina,TX

Summary

IT Support Desk professional with 6 years of experience in IT operations and customer service. Proficient in Microsoft Office, documentation, and staff management, demonstrating a strong track record of optimizing service desk performance and enhancing team collaboration. Dedicated to leveraging skills in a dynamic organization to drive operational excellence.

Overview

13
13
years of professional experience

Work History

IT Support Desk

Alpha Data Recruitments
Abudhabi, UAE
09.2018 - 07.2022
  • Frontlined Service Desk support for Municipalities & Transport, ensuring efficient ticket generation
  • Managed FCR and AHT for all calls, optimizing service desk performance and call handling efficiency
  • Conducted briefings on changes/deployments, maintaining team readiness and minimizing disruptions
  • Streamlined ticket generation in Manage Engine Tool, significantly reducing resolution times and enhancing service efficiency
  • Led briefings on system changes, ensuring the Service Desk team was prepared and knowledgeable, reducing call volumes by 15%
  • Provided first-line support for CTS application, meticulously troubleshooting issues to minimize downtime and maintain system reliability
  • Coordinated with EUC teams to assign and track tickets, boosting first-call resolution rates and team collaboration
  • Collaborated with cross-functional teams to resolve technical issues, fostering teamwork, and enhancing overall service quality.

Probationary IT S Admin Support Staff

GIIS (Global Indian International School)
Abudhabi, UAE
04.2017 - 03.2018
  • Provided first-line diagnosis for user issues, improving response times
  • Communicated effectively with business and technical resources, enhancing collaboration
  • Maintained staffing levels by managing shift schedules, ensuring operational efficiency
  • Managed multiple customer issues efficiently, prioritizing incidents based on maintenance contracts and achieving swift resolutions
  • Ensured seamless IT operations by managing shift schedules and resolving high-priority incidents, enhancing overall system uptime
  • Facilitated effective communication between business and technical teams, enhancing cross-functional collaboration
  • Implemented shift management strategies, maintaining operational efficiency and ensuring consistent staffing levels
  • Accurately tracked and documented IT support calls, ensuring timely resolutions and maintaining operational efficiency.

Customer Service and Branch Operations Executive

ICICI Prudential
New Delhi, India
06.2009 - 06.2010
  • Managed database updates to ensure accurate customer information, streamlining issue resolution and improving service efficiency
  • Handled upscale operations
  • Coordinated with team members to handle upscale operations and troubleshoot internet issues, ensuring seamless service delivery
  • Studied and presented new products and promotions, driving customer engagement and contributing to sales growth
  • Enhanced customer satisfaction by resolving policy queries and promoting new products, leading to increased client loyalty and retention
  • Led database updates, ensuring accurate customer information which streamlined issue resolution and improved overall service efficiency.

Education

MBA - Dual Specialization HR and IT

Tecnia Institute of Management Studies, GGSIPU
New Delhi
12.2009

BBA (CAM) -

Jagan Institute of Management Studies, GGSIPU
New Delhi
12.2007

High School -

Mata Jai Kaur Public School, C.B.S.E
New Delhi
12.2004

Skills

  • Microsoft Office
  • IT Operations
  • Documentation
  • Communication Skills
  • Staff Management
  • HR operations
  • Application Support
  • Customer Service

Personal Information

  • Date of Birth: 12/26/86
  • Nationality: Indian
  • Marital Status: Married

Languages

  • English
  • Hindi

References

All References are upon Request

Timeline

IT Support Desk

Alpha Data Recruitments
09.2018 - 07.2022

Probationary IT S Admin Support Staff

GIIS (Global Indian International School)
04.2017 - 03.2018

Customer Service and Branch Operations Executive

ICICI Prudential
06.2009 - 06.2010

MBA - Dual Specialization HR and IT

Tecnia Institute of Management Studies, GGSIPU

BBA (CAM) -

Jagan Institute of Management Studies, GGSIPU

High School -

Mata Jai Kaur Public School, C.B.S.E

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Shikha Khanna