Deekshita P. Email & Phone Number

Bengaluru, Karnataka, India

• Manage product and feature release requirements across support channels, focusing on understanding and representing user needs.
• Utilize internal BI tools to identify concerns and implement scalable solutions, contributing to data-driven decision-making and process optimization.
• Lead innovation programs and pilot new processes to streamline operations and achieve product goals.
• Collaborate with cross-functional teams to drive resolutions and enhance McAfee product reliability.
• Cultivate relationships with key customers, acting as a trusted advisor to address their needs.

• Owned ITIL and Escalation processes, ensuring high levels of performance in these domains, and established service improvement activities when required.
• Led Internal Service Review and CAB meetings covering performance, service improvements, quality and processes.
• Mastered to interface with customers in a variety of settings and situations, ensuring a continued healthy operational and commercial relationship.

• Pioneer in performing configuration changes, with ensuring 24x7 network monitoring & support with 99% uptime records of Atlassian products for client.
• Served as an escalation point, assessed the team to identify, verify, and reproduce difficult to solve problems and work through those issues to resolution with the appropriate team.
• Examined internal tools, logs, and data to identify, troubleshoot, and resolve issues and identify scalable solutions through tool and process improvements.

Noida Area, India

• Incorporated ITIL processes into daily IT operational cycle resulting in increased productivity, adhering to SLA parameters in SM environment.
• Developed successful project artifacts to effectively apply ITIL (Incident, Request, Problem and Change) and Agile methodology.

Noida Area, India

• Streamlined measurement criteria to evaluate trends in organizational performance, including customer satisfaction, operating efficiency, and service quality.
• Mediated status meetings and monitored daily operations to maximize efficiency and effectively communicated project updates to executives, and key stakeholders.

Noida Area, India

• Developed Customer Management Single Page Application, a utility tool that can be used under a large number of projects.
• Built using various technologies and tools like AngularJS 2.0, HTML, CSS, NodeJS 4.4.5, Toasters and WebAPIs.

Executive Mba, Information Technology And Systems Management

Bachelor'S Of Technology, Computer Science

Science