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Linda Oliver

@lindaoliver

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I lead service quality improvements across global service-desk operations.

India

Message

I lead quality at Wipro Technologies for Bank of New York Mellon, conducting live-call and critical-metric audits, analysing DSAT trends, and building FMEA-based improvement plans.

Across Wipro, Cognizant, and Concentrix, I've led service-desk operations, training, quality calibration, queue management, and ITIL-aligned incident, problem, change, and request management.

I've also supported enterprise security environments with Symantec Endpoint Protection, delivered training and knowledge management, and strengthened SLA, KPI, FCR, MTTR, and service-governance performance.

Experience

Work history, roles, and key accomplishments

Current

Quality Lead

Current

Wipro Technologies

Mar 2024 - Present (2 years 6 months)

Conducts live-call audits and focused audits on critical quality metrics. Prepares weekly and monthly quality-performance reports and analyzes DSAT trends to identify improvement opportunities.

Transaction Auditing DSAT Analysis Root Cause Analysis FMEA Calibration SLA KPI Monitoring Quality Reporting Stakeholder Communication

Operations Lead

Wipro Technologies

Dec 2023 - Feb 2024 (2 months)

Monitored service-desk queues and assigned tickets to improve FCR, MTTR, and ageing-incident performance. Audited service quality and calibrated individual performance using client and customer-satisfaction inputs.

Queue Management SLA KPI Monitoring Avaya FCR MTTR Incident Management Quality Auditing Calibration

Training Lead

Wipro Technologies

Sep 2022 - Dec 2023 (1 year 3 months)

Conducted interviews and supported role-based selection governance. Created training and monitoring templates, and established knowledge-transfer sessions between teams.

Training Interviewing Knowledge Management SharePoint SOP Development Onboarding Content Planning

Senior System Engineer

Cognizant Technology Solutions

Oct 2020 - Sep 2022 (1 year 11 months)

Delivered process and communication training for new-joiners and field engineers. Audited service-desk tickets and provided quality feedback to project team members.

Training Quality Auditing Queue Management Knowledge Base Management ITIL Incident Management Problem Management Request Management

Senior Process Executive

Cognizant Technology Solutions

Apr 2019 - Oct 2020 (1 year 6 months)

Managed incidents according to priority and SLA, following through to closure within agreed client timelines. Applied ITIL practices across change and problem management.

Incident Management SLA Management ITIL Change Management Problem Management ServiceWOW SCCM R10 VSphere CA DSM Explorer

Enterprise Support Engineer

Concentrix Technologies Pvt Ltd

Feb 2017 - Feb 2019 (1 year 11 months)

Managed enterprise-security tickets for Symantec Endpoint Protection and delivered remote support within internal SLAs. Supported host- and server-based security concerns, virus outbreaks, and security-event analysis.