# Linda Oliver

Linda Oliver is a remote worker on Himalayas, Quality Lead at Wipro Technologies, based in India.

Source: https://himalayas.app/@lindaoliver

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 1571k+ INR |
| Job categories | Quality Lead, Quality Analyst, Operations Manager, Training Manager, Service Delivery Manager, IT Service Manager, Management |
| Skills | Quality Assurance, Quality Leadership, Transaction Auditing, Critical Audits, Quality Calibration, Compliance, Root Cause Analysis, FMEA, DSAT Analysis, CSAT analysis, SLA Monitoring, KPI Monitoring, First Call Resolution, Mean Time to Resolution (MTTR), Incident Ageing, Queue Management, Lean 201, ITIL V4, Continuous Service Improvement (CSI), Incident Management, Problem Management, Change Management, Request Management, Training Needs Analysis, Performance Coaching, Refresher Training, Knowledge Management, Onboarding, Client Communication, ServiceNow, Avaya, SharePoint, Microsoft Office 365, SCCM, R10, VSphere, CA DSM Explorer, Symantec Endpoint, Endpoint Security, Security Monitoring, Incident Response, IDS IPS, Firewalls, Application control, Device Control |

## About

```text
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

### Quality Lead (current)

[Wipro Technologies](https://himalayas.app/companies/wipro-limited). Mar 2024 - Present

```text
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.
```

Skills: Transaction-Auditing, DSAT-Analysis, Root-Cause-Analysis, FMEA, Calibration, SLA-KPI-Monitoring, Quality-Reporting, Stakeholder-Communication

### Operations Lead

[Wipro Technologies](https://himalayas.app/companies/wipro-limited). Dec 2023 - Feb 2024

```text
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.
```

Skills: Queue-Management, SLA-KPI-Monitoring, Avaya, FCR, MTTR, Incident-Management, Quality-Auditing, Calibration

### Training Lead

[Wipro Technologies](https://himalayas.app/companies/wipro-limited). Sep 2022 - Dec 2023

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

Skills: Training, Interviewing, Knowledge-Management, SharePoint, SOP-Development, Onboarding, Content-Planning

### Senior System Engineer

[Cognizant Technology Solutions](https://himalayas.app/companies/cognizant). Oct 2020 - Sep 2022

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

Skills: Training, Quality-Auditing, Queue-Management, Knowledge-Base-Management, ITIL, Incident-Management, Problem-Management, Request-Management

### Senior Process Executive

[Cognizant Technology Solutions](https://himalayas.app/companies/cognizant). Apr 2019 - Oct 2020

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

Skills: Incident-Management, SLA-Management, ITIL, Change-Management, Problem-Management, ServiceWOW, SCCM, R10, VSphere, CA-DSM-Explorer

### Enterprise Support Engineer

[Concentrix Technologies Pvt Ltd](https://himalayas.app/companies/concentrix). Feb 2017 - Feb 2019

```text
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.
```

Skills: Symantec-Endpoint, Security-Monitoring, Incident-Response, Antivirus, IDS-IPS, Firewalls, Application-control, Device-Control, Threat-Reporting

## Education

### Asan Memorial College of Engineering and Technology, Anna University

B.E., Computer Science and Engineering. Grade: 7.03/10 CGPA

```text
Completed Bachelor of Engineering in Computer Science and Engineering with a CGPA of 7.03/10.
```

### Zion Matriculation Higher Secondary School

Higher Secondary Certificate, General. Grade: 75%

```text
Completed Higher Secondary Certificate with 75%.
```

### Zion Matriculation Higher Secondary School

Secondary School Leaving Certificate, General. Grade: 85%

```text
Completed Secondary School Leaving Certificate with 85%.
```

## Tech stack

- Microsoft Office 365
- Avaya
- ServiceNow

To contact Linda, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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