Divyani Gupta Email and Phone Number

Led a team of 5 technical support engineers, providing guidance on incident resolutions, mentoring, and strategic team planning to optimize resource utilization.Proficient in supporting workstations (Precision, Rack, Mobile) with in-depth technical expertise.Mentored the team to consistently achieve high performance across key metrics (KPIs).Conducted regular quality assessments of employee and customer interactions to gather feedback and drive continuous process… Show more Led a team of 5 technical support engineers, providing guidance on incident resolutions, mentoring, and strategic team planning to optimize resource utilization.Proficient in supporting workstations (Precision, Rack, Mobile) with in-depth technical expertise.Mentored the team to consistently achieve high performance across key metrics (KPIs).Conducted regular quality assessments of employee and customer interactions to gather feedback and drive continuous process improvement.Experienced in managing support workflows within Salesforce (SFDC), ensuring adherence to best practices and maintaining data hygiene.Basic proficiency in Python scripting for automation and technical problem-solving.Foundational knowledge in VMware administration and cloud infrastructure concepts.Developed training materials and resources to enhance team capabilities and knowledge sharing.Strong interpersonal and communication skills to effectively collaborate with cross-functional teams and stakeholders. Show less

Served as a Subject Matter Expert (SME) in case management, providing specialized expertise to the team.Facilitated onboarding for new team members by delivering tailored training plans, technical presentations, process introductions, and troubleshooting guides.Managed technical inquiries from the workstation team, guiding them toward effective resolution.Experienced in conducting customer surveys, proactively addressing feedback to enhance troubleshooting processes… Show more Served as a Subject Matter Expert (SME) in case management, providing specialized expertise to the team.Facilitated onboarding for new team members by delivering tailored training plans, technical presentations, process introductions, and troubleshooting guides.Managed technical inquiries from the workstation team, guiding them toward effective resolution.Experienced in conducting customer surveys, proactively addressing feedback to enhance troubleshooting processes across channels.Certified in internal Saba training programs, including Ingenious and Process & Policy adherence. Show less

Extensive experience in technical support for a wide range of HP laptops and desktops, providing expert assistance across various product lines.Skilled in supporting SMB B2B customers, offering tailored solutions to meet business needs.Proficient in on-call troubleshooting and Root Cause Analysis (RCA), with additional expertise in email-based technical support.Experienced in full-cycle ticket management using MS Office 365 CDAX, including parts dispatch and handling… Show more Extensive experience in technical support for a wide range of HP laptops and desktops, providing expert assistance across various product lines.Skilled in supporting SMB B2B customers, offering tailored solutions to meet business needs.Proficient in on-call troubleshooting and Root Cause Analysis (RCA), with additional expertise in email-based technical support.Experienced in full-cycle ticket management using MS Office 365 CDAX, including parts dispatch and handling customer escalation workflows.Strong working knowledge of MS Outlook, MS Excel, MS Office, and other standard IT tools and systems.Fluent in supporting both English and Hindi-speaking customers, ensuring seamless communication and service delivery. Show less

• Deployed on various client sites as an IT support member to Orchids International School across Bangalore Urban area. • IT support on call / on site support for parts replacement and resolving technical queries.• Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.• Train other staff members to perform work activities, such as using computer applications.• Troubleshoot problems involving office equipment… Show more • Deployed on various client sites as an IT support member to Orchids International School across Bangalore Urban area. • IT support on call / on site support for parts replacement and resolving technical queries.• Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.• Train other staff members to perform work activities, such as using computer applications.• Troubleshoot problems involving office equipment, such as computer hardware and software.• Resolve customer complaints or answer customers' questions regarding policies and procedures.• Train or instruct employees in job duties or company policies or arrange for training to be provided.• Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.• Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.• Monitor inventory levels and requisition or purchase supplies as needed. Show less

Worked as an IT Assistant,handled various IT management related tasks on the Tata Class Edge content management system.Responsibilities:• Involved in creating, publishing, maintaining contents on the CMS platform using Tata Class Edge.• Involved in delivering knowledge sharing sessions on effective use of the content management system to pre-primary, primary, junior and senior secondary teachers of all streams.• Setting up Interactive Whiteboard and its subsequent… Show more Worked as an IT Assistant,handled various IT management related tasks on the Tata Class Edge content management system.Responsibilities:• Involved in creating, publishing, maintaining contents on the CMS platform using Tata Class Edge.• Involved in delivering knowledge sharing sessions on effective use of the content management system to pre-primary, primary, junior and senior secondary teachers of all streams.• Setting up Interactive Whiteboard and its subsequent management at campus level.• Taking up the task to install newly commissioned whiteboards and enabling them to function across branches within city.• Assist in streaming the digital content across all CMS branches. • Handling critical billing related tasks on school’s hosted ERP platform, this includes generating bills, marking attendance, sending notification, setting results, creating timetable, transport data entry.• Voluntarily driving the management related tasks during school events and maintaining the school’s IT infrastructure for steady uptime.• Assisting the IT department in-charge. Providing technical support for all departments with internet connectivity, computer hardware/software troubleshooting, printer related issue, computer networking related issues and plethora of other technical assistance.• Providing ERP improvement feedback based on field issues and real world scenarios. Show less