Subodh Karki

• Improved service desk efficiency by streamlining processes and implementing best practices.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-user.
• Manage the deployment, instalment, configuration and security of hardware, software, systems, networks, printers and scanners.

· Created interactive dashboards in Power BI to visualize customer engagement metrics and identify areas for improvement in marketing campaigns.

· Prepared monthly performance reports for executive management, highlighting key metrics and actionable recommendations based on data analysis.

· Assisted Data Team in getting NPS and Response Rate for Foundation of Directorship Course.

· Participated in a data migration project to integrate data from legacy systems into a new CRM platform.

· Collaborated with cross-functional teams to deliver data insights and results

· Organized and categorized historical data to identify existing trends and forecast future trends and outcomes and reporting to the higher team.

·Presented data and conclusions to team to improve strategies and operations.

· Gathered data from ServiceNow databases and other relevant sources to extract information related to IT Service Management, Incident Management and change management.

· Conducted in-depth analysis of ServiceNow data to identify trends, patterns, and insights related to IT service performance, user behaviour, ticket resolution times, and service availability.