Kushagra Dwivedi Email and Phone Number

▪︎Data Management and Analysis: Leveraging advanced Excel formulas and Pivot Tables to maintain and analyze reports and rosters.▪︎VPN Solutions: Implementing and managing secure VPN solutions to ensure reliable remote access.▪︎Device Management:Configuring, maintaining, and troubleshooting diverse hardware and software.▪︎VDI Administration: Administering VMware Horizon to support a robust virtual desktop infrastructure for remote work.▪︎WAHA Setup Support:Assisting with the Work-at-Home Anywhere (WAHA) setup, ensuring seamless remote operations.▪︎Tool Expertise: Utilizing Service Now, SharePoint, LANDesk, SVA, ADM, Emea Portal, Thinscale, VM Horizon, Anydesk, ITOP, TP DATA SIM, DUO, Meraki Dashboard, Teradici, Caysoft, and Remote account (admin access) to deliver IT support.▪︎Technical Support: Providing remote and onsite support, resolving software, hardware, network, and security issues promptly.▪︎Training & Development: Conducting user training sessions and workshops to enhance proficiency with IT systems and tools.▪︎Problem Resolution: Diagnosing and resolving technical issues to minimize productivity disruption.▪︎Collaborative Problem Solving: Partnering with cross-functional teams to tackle IT challenges and implement effective solutions.

▪︎Service Desk & CRM Management: Proficiently managing Service Desk, Sugar CRM, and Back Office BO Software to streamline support actions and requests, enhancing operational efficiency.▪︎High-Volume Customer Support: Managing over 100+ daily customer communications with a proactive approach, resolving an average of 50+ issues daily and addressing complex problems effectively.▪︎Technical Assistance: Providing comprehensive technical support through inbound and outbound calls, and remote assistance via video conferencing, ensuring rapid issue resolution.▪︎Multi-Channel Support: Delivering extensive helpdesk support across voice, tickets, and email channels, with deep expertise in each communication method.▪︎Training & Development: Leading training sessions for new hires, ensuring a thorough understanding of processes and effective onboarding.▪︎Team Leadership: Overseeing team operations in the absence of the Team Lead, maintaining high efficiency and quality of support.▪︎24/7 Operational Support: Operating efficiently on a 24/7 rotational shift schedule, demonstrating strong adaptability and responsiveness.

▪︎Office Operations Management: Oversaw internal office operations, including licensing, vendor interactions, and maintaining office supply inventory.▪︎Transaction Management: Precisely handled over 200 transactions monthly, ensuring accuracy and efficiency.▪︎Client Base Expansion: Increased the client base by 10% through effective marketing initiatives and client engagement.▪︎Client Interaction: Actively engaged with clients, ensuring thorough and accurate information collection for streamlined policy claims processing.▪︎Customer Service: Managed an average of 50 client interactions weekly, providing excellent customer service and support.▪︎Cross-Functional Collaboration: Collaborated with cross-functional teams to enhance operational efficiency, leading to a 25% reduction in processing time for insurance solutions.