Isha Sinha Email & Phone Number

San Francisco Bay Area

Team Lead - Helpdesk Team & Application Support Team | Knowledge Base ManagerExperienced team lead for both Helpdesk Team and Application Support Team, with expertise in knowledge sharing, process documentation, and technical writing. Collaborates with developers on application support, oversees documentation, and facilitates meetings with key parties for effective knowledge transfer. Implements and manages Kanban boards to streamline support workflows, ensuring organized task management and improved team efficiency. Proficient in troubleshooting technical issues, providing support, and managing escalations to ensure efficient and high-quality service.

San Francisco, California, United States

• Promoted from contractor to full-time employee after one year.• Proactively monitor system health and resolve issues from start to finish.• Drive solutions for production incidents, including communication and escalation.• Implement swift resolutions for system issues to restore service levels.• Collaborate with SMEs, business units, and teams for production stability.• Document policies, processes, and procedures, contributing to knowledge base articles.

Oversee an outsourced development team, guiding website creation for small businesses. Utilize project management and coding expertise to support local enterprises, including beauty supply stores, non-profits, and startups.

Newark, California

-Provided remote support for end users at Stanford Health Care, United Health Care Alliance, ValleyCare, and the School of Medicine.- Assisted with installation, configuration, repair, and maintenance of end-user devices and applications.- Coordinated onsite repairs and OEM maintenance.- Collaborated with support teams to resolve incidents and respond to service desk tickets.- Performed initial diagnosis and drove incident resolution.- Managed mobile devices and created knowledge base article templates.- Analyzed ticket trends to identify recurring issues and conducted root cause analysis.

Carson, California

- Represent the IT Division at California State University, Dominguez Hills.- Assist students and faculty with password issues, login, software installation, and application issues.- Manage laptop and desktop imaging and rollouts.- Resolve software and hardware issues.- Issue technical support tickets for further assistance as needed.

University Library

- Aid students with basic microcomputer functions.- Manage the check-in and check-out process for rented laptops and iPads.- Update, resync, and clean returned/used equipment.

Bachelor Of Science - Bs, Computer Science

High School Diploma, 3.0