Amisha Chokshi

Amisha Chokshi S u b j e c t --Bangalore/Karnataka/India www.linkedin.comin/in/amishachokshi-46065a113 27th May 1995 SKILLS 8 / 10 ITIL V4 8 / 10 Incident Management 8/10 SLA/SLO/KPI Governance 10 / 10 MS Office – Excel/PowerPoint 6 / 10 Problem / Change Management M a t t e r E x p e r t ABOUT ME As a Subject Matter Expert, I advise and guide clients on a wide range of products, offerings, and services. I perform problem determination, resolve, and close incidents, or route them to the appropriate support level. I deliver IT services, ensuring timely issue resolution, coordinating service requests, and maintaining customer communication. I collaborate with IT teams and stakeholders to align service delivery with business needs, document procedures, monitor SLAs, and maintain ITSM systems. I contribute to driving improvements and conduct post-resolution incident reviews. I prioritize customer success, and foster personal and professional growth in a dynamic, inclusive environment. E X P E R I E N C E Subject Matter Expert Kyndryl / Bangalore, India / Aug 2021 – Jun 2023 • Proactively worked with Tower Leads and Service Managers during Major Incidents. • Subject Matter Expert, Process Trainer for ServiceDesk • Driving Agile Practices for Squad Operations • Remote Infrastructure support Delivery • Working closely with SIAM team to ensure we deliver value to customers. • In depth Understanding of SLA/KPI’s and penalties associated SR. Technical Support Associate IBM / Bangalore, India / Jun 2018 – Aug 2021 • Perform Level 1 Application Support • Analyzing & Resolving Technical Issues on Windows, Linux & Mac Devices • Ability to identify opportunities and implement process improvement opportunities • Bachelor’s of Arts (2013 – 2016) Good understanding of Service Desk environment, ability to support in 24*7 model • Ensure Quality delivery with defined ITIL guidelines. Mount Carmel College - Bangalore • Resolve routine customer problems on timely basis E D U C A T I O N Master of Arts (2016 – 2018) St. Joseph’s College - Bangalore C E R T I F I C A T I O N S • • • IBM Agile Explorer IBM Blockchain Essentials IBM Data Science Foundation – Level 1 A C I E V E M E N T S • • • • Received Best SME Award for Q’3 2021 Received Shining Star Award for Q4’2019 Kyndryl Most Valuable Player Award 2022 Received Award for Eminence & Excellence in for Q’3 2018 L A N G U A G E S • • • English Hindi Gujrati