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Archana Kharvi

@archanakharvi

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IT Service Desk Agent at Swiss Re, resolving customer inquiries and supporting service readiness.

Hong Kong

Message

At Swiss Re, I provide first-contact support for internal and external customers across phone, email, and self-service tickets. I resolve inquiries where possible, log cases in ServiceNow, and route others to the appropriate expert group.

I also coordinate with support groups to meet service agreements and take part in preparing the Service Desk for new services and releases. I share knowledge with colleagues and raise opportunities to improve customer service, processes, and tools.

At DLA Piper, I provided first-line IT support in Hong Kong, troubleshooting issues including Microsoft Office, VPN access, and accounts. I logged tickets, followed up with users, and escalated issues when needed.

Earlier, I worked on Lotus Notes administration and website content at Tech Mahindra, and on Deloitte’s intranet Tax Portal. At Cognizant, I managed website content using Vignette CMS, including creating, editing, and publishing content.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Agent

Current

Swiss Re

May 2019 - Present (7 years 4 months)

• Service Desk of Swiss Re providing support to internal and external customers for all operational services and maintain high quality customer experience
• Provide a first point of contact and first professional customer support for any customer inquiry received through the service channels (e.g. phone, email, self-service portal tickets).
• Resolve inquiries at 1st contact where possible without

IT Service Desk Analyst

DLA Piper

Sep 2018 - Mar 2019 (6 months)

• Provide 1st line support, troubleshooting of IT related problems
• Receiving, logging and managing calls via telephone, email, Skype chat
• User support and customer service. Being available to clients requiring assistance via phone, chat as well as via Remote .
• Help resolve issues related to Outlook, Excel, Word, with firm related softwares, VPN related issues etc
• Account related issues,

Associate Functional Consultant

Tech Mahindra

Sep 2012 - Oct 2015 (3 years 1 month)

 Managed a team of 4 professionals for Lotus notes.
 Administered user accounts of Lotus Notes
 Prepared user ids for users
 Ensured to change and move user name as required and upon request.
 Maintained a list of users and removed terminated user ids.
 Provided support for users with 300+ developed Notes applications
 Ensured to protect overall security by administering database acces

Consultant

Deloitte

Oct 2010 - Aug 2012 (1 year 10 months)

Worked on Deloitte intranet Tax Portal on webpages to be developed or updated using HTML and Java scripts through Lotus Notes. Creating pages, updating content, creating content, testing the links, monthly report generation comprised the major work. Working on bug fixes, formatting fixes as well as were our daily tasks. Have been known for detail oriented and to deliver top quality work. Also work

Programmer Analyst

Cognizant

Oct 2005 - Jun 2009 (3 years 8 months)

Vignette Content Management
 Responsible for Analysis of one market at a time, digging into all the possible live URLs belonging to that particular market, Capturing and filtering it on the basis of live or error pages.
 Creation of Projects, Channels, Content using various related templates, Content editing, Channel association, Cloning, Publishing/ Unpublished Channels, Approving of content it