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