Anjaly Krishnan

• Provided first-line support on the IT Service Desk, efficiently logging and resolving calls. • Managed and monitored call queues, prioritizing based on impact and severity, and agreed on timescales with customers. • Promoted self-help through the helpdesk self-service portal, and maintained user guides. • Managed the on boarding and off boarding processes for starters and leavers in compliance with IS security policies. • Delivered IT inductions to new starters. • Understood group systems, their functionalities, common issues, and basic administration. • Managed IT assets, ensuring accurate tracking and compliance with procedures. • Escalated calls to second-line support and identified training needs where necessary. • Built effective relationships with colleagues and kept customers updated on all open cases. • Conducted daily and weekly system checks and assisted in disaster recovery scenarios.

Assisted in the setup and breakdown of event venues, ensuring all necessary equipment and supplies are properly arranged. Provided exceptional customer service by welcoming and assisting event attendees, addressing their enquiries, and ensuring their needs are met. Maintained cleanliness and organization of event spaces, including seating areas, registration desks, and refreshment stations. Worked under pressure for big events like Eurovision.

As a Teaching Assistant at The University of Liverpool, I provided essential support for the Database and Information Systems subject by assisting in labs and correcting assignments. In this role, I worked closely with students, helping them to understand complex concepts and develop practical skills in database management and information systems. Through this experience, I developed strong communication and interpersonal skills, as well as a passion for teaching and helping students succeed. This opportunity allowed me to deepen my knowledge of the field of database and information systems and develop my teaching abilities to support student learning.

As a member of the Operations Center team (L2/L3), I provided technical support for one of the top pharmaceutical and retail companies in the US, Walgreens. In this role, I supported production and application in all levels, troubleshooting and resolving issues to ensure the smooth and efficient operation of the company's IT systems. Through my experience, I developed a deep understanding of the IT infrastructure of a large-scale enterprise and honed my technical skills in resolving complex technical issues. This experience allowed me to become a valuable asset to the team and to develop a customer-focused approach to technical support.