Aishwarya Revankar Email & Phone Number

Berlin, Germany

Berlin, Germany

• Orchestrated the seamless onboarding and off-boarding processes for new and departing employees, ensuring a smooth transition into or out of the organisation.• Provided expert IT support to end-users, promptly addressing technical issues and ensuring minimal disruption to business operations.• Managed incident and request workflows, consistently meeting service level agreements, and improving the overall IT support framework.• Developed and maintained comprehensive IT documentation, facilitating efficient knowledge sharing and troubleshooting.• Managed asset inventory, tracking, and disposal, optimising resource allocation and reducing unnecessary expenses.• Implemented and maintained robust access control measures, ensuring only authorized personnel could access critical systems and data, enhancing security and regulatory compliance.• Implemented Snipe-IT API automation using Python, optimizing user and hardware management processes for enhanced efficiency at Parloa.

Pune, Maharashtra, India

• Used ServiceNow call tracking systems to log, track and manage Incidents and Service Requests.• Managed over 10,000 Incidents/Requests per year, maintaining an overall KPI’s and SLA.• Troubleshoot software and hardware problems via email and telephone, utilizing remote support tools such as Zoho and Microsoft Quick assist.• Performed password administration and access support for Active Directory, and several internal/proprietary systems and applications.• Installed, modified, and repaired Subsea7 software.• Closing 200+ request by Creating SAP accounts and assigning global numbers for the new joiners.• Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed.• Performed password resets, break fix, printer support, network connectivity and VPN troubleshooting.

Pune, Maharashtra, India

• Handling Alight and Ardona user’s issue with their accounts.• Creating and resolving Incident tickets on ServiceNow.• Providing remote assistance for user’s application issue like Office 365 applications, Remote desktop, Citrix, VPN and enterprise applications.• Troubleshoot and resolved all the technical related issues with applications.• Help user to create account on Active directory and sync the 2FA on their mobile. • Documented and tracked all received requests in incident management system.• Collected and updated data to assist with customer issues and concerns.• Assisted with software installations.• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.• Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.

Pune, Maharashtra, India

• Handling inbound and outbound calls for Virgin media customers.• Troubleshooting Broadband, Television and Telephone issues.• Handling Virgin media applications and emails tickets through Remedy.• Handling Faults management issue and outage issues for all 3 services.• Exceed 90% average Customer Call Audit Scores.

Master Of Business Administration - Mba, Information Technology Project Management, 2.3

Dual Degree with London South Bank University

Bca, Computer/Information Technology Administration And Management