Aakraiti Jalali

Service Delivery, Management, Governance and Operations

• Led service delivery teams to achieve operational excellence and improve customer satisfaction.
• Collaborated with stakeholders to identify opportunities for process improvements, leading to increased efficiency in operations.
• Developed and implemented process improvements, enhancing workflow efficiency across service delivery operations.
• Designed automated workflows to streamline processes and improve efficiency.
• Mentored team members, fostering professional growth and improving overall team performance.
• Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
• Maintained database systems to track and analyze operational data.
• Generated reports detailing findings and recommendations.

Service Delivery

• Provided technical support for hardware and software issues, resolving end-user challenges promptly to maintain operational continuity.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Collaborated with cross-functional teams to implement ITIL best practices for service delivery.
• Managed reporting via MS Excel and designed automated workflows with Power Automate, streamlining processes for greater operational efficiency.

• Tools Use: Active Directory, Service Now, Salesforce Management, Microsoft Endpoint Manager, Dell One Identity, Zoom Admin Management, Sharefile, Account Admin, PingID.
• Responsibilities for day-to-day administration duties including Windows Active Directory object maintenance
• Administered Users, Group, and Computer objects and create Group Policies.
• Worked on integration of Dell One(Quest / One Identity) manager solution set for large scale enterprise customers.
• Manager salesforce user profiles and monitor access levels
• Managed the Zoom access and manage the Microsoft Applications access levels using the Microsoft Endpoint Manager.
• Involved in preparing high-level requirements documents for successful implementation of requirements.
• Involved in team discussions for successful decomposition of requirements to various tasks.
• Worked on enhancements identify fallouts and helped teams to identify the root cause of the problems and developed the action plans to address these problems.