Kahkasha Jamil

Kahkasha Jamil https://www.linkedin.com/in/kahkasha-jamil-|- | DoB: 18/11/1999 Results-driven and customer-focused IT professional with a strong background in technical support and issue resolution. Highly adept at troubleshooting and diagnosing complex problems to ensure timely and effective solutions.With a commitment to delivering excellence in technical support and a solid understanding of ITIL methodologies, I am confident in my ability to contribute to and thrive in a dynamic and fast-paced environment. Professional Experience Capgemini Technology Services India Limited Analyst/ Software Engineer 09/21 - 06/23 Incident Management • • • • • • • • • • Participant in incident resolution and queue management. Search knowledge base to verify if reported problems are already known issues with a defined resolution plan Conduct remote troubleshooting and test alternative pathways until the issue is resolved Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status Follow up with clients to ensure their IT systems are fully functional Familiarity with Information Technology Infrastructure Library (ITIL) methodologies. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations Consistently achieved 99% quality score and excelled in CSAT scores and customer management. Achieved C2 grade in British Council CEFR Examination. Recognized with "Above and Beyond" award for outstanding client appreciation and incident management during Golder-WSP migration. Wipro Administrator 09/23 - present Chat support executive primarily responsible for Incident Management and self service tickets. • • • • • Proficiently manage customer-impacting incidents, ensuring swift and effective resolution. Successfully handle executive-level customer escalations, addressing their concerns with a high degree of professionalism. Collaborate seamlessly with teams across the organization, including Infrastructure, Engineering, Technical Support, Product Owners, Customer Success, and Business Leadership. Work in partnership with cross-functional teams to guarantee the delivery of an outstanding support experience for customers. Foster transparent communication, both internally and externally, to bolster customer satisfaction and maintain strong relationships. Education St. Xavier's College, Ranchi B.Com.(Hons.) -Accounts - 77.67% 07/18 - 09/21 Delhi Public School, Sail Township, Ranchi HSC - Commerce - 89.60% 05/16 - 03/18 St. Francis School, Ranchi Matriculation - ICSE - 92.80℅ 05/05 - 03/16 Projects Golder-WSP • • • • • • 10/21 - 06/23 Extensive experience utilizing search knowledge base to identify known issues and resolutions, accelerating problem-solving processes. Proficient in conducting remote troubleshooting, efficiently exploring alternative pathways until a resolution is achieved. Proven ability to own and manage customer technical issues from initial report to resolution, ensuring regular communication to keep clients informed of progress. Dedicated to following up with clients to confirm the functionality of their IT systems, ensuring their satisfaction and minimizing future disruptions. Familiar with ITIL methodologies, applying best practices in service management to support efficient IT operations. Strong collaboration skills, working seamlessly with L1, L2, and L3 support organizations to meet and exceed defined service level agreements. Medtronic • • • 09/23 - present Technical Support and Incident Management:Provide top-tier technical support by handling chats and self-service tickets for a range of technical issues, ensuring prompt issue resolution and customer satisfaction. High-Priority Escalations:Effectively manage high-priority escalations, demonstrating the ability to remain composed and professional while addressing critical customer concerns. Remote Troubleshooting:Proficiently take control of users' PCs when required, conducting remote technical troubleshooting to identify and resolve issues efficiently, minimizing downtime for clients. Linkedin • www.linkedin.com/in/kahkasha-jamil Licenses and Certifications • • • • • • • CEFR - British Council Excel Skills for Business: Essentials ITIL 4 Exam Preparation Technical Support Fundamentals The Fundamentals of Digital Marketing Introduction to Cybersecurity Tools and Cyber Attacks Getting Started with Microsoft OneDrive Key Skills • • • • • Problem solving Communication Leadership Team Management Active Directory • • • • • • • • • ServiceNow Incident Management Microsoft Excel Microsoft Onedrive Technical support Troubleshooting SharePoint Scout Citrix Workspace