ARSHEYA A
Bengaluru,KA
Summary
Highly skilled and motivated Active Directory and ITIL with over 5 years of experience in End Users Software and Hardware and Systems Engineering for enterprise application support. Offering extensive knowledge in Active Directory, troubleshooting, and system operations. Seeking a challenging Tech operations Analyst to contribute expertise and drive continuous improvement and also a challenging position to leverage skills and experience to contribute effectively to an organization's success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
TECHNICAL OPERATIONS ANALYST
Aston Carter{Wells Fargo }
10.2022 - 02.2024
- Well experienced in B2B user handling, investigating and solving complex technical and application related issues and act as an advisor
- Hands on experience working with applications like ServiceNow, VMWare horizon client, Desktop director, Cisco jabber, Citrix VDI, office 365, RSA VPN console
- Root Cause Analysis, Post-Mortem Analysis, & accompanying documentation
- Handling and resolving any escalation cases that are unresolved by level 1 support team
- Act as an SME (Subject Matter Expert) to level 1 support team
- Proactive approach to additional responsibilities to showcase dedication and leadership potential, such as compiling monthly team performance reports, crafting insightful quick tips of the week, identifying focus points for enhancing team KPI's
- Good understanding on issues with network related queries, browser troubleshooting, applications login issues, troubleshooting slowness issues in computers and setting up a new PC ready for work
- Experience in ticketing with proper information, providing the user with right solution, by making the best use of organization's knowledge articles
- Ability to prioritize and complete tasks while maintaining team SLA's and schedules adherence.
Social Media Analyst
Concentrix Daksh Service Pvt Ltd
11.2018 - 09.2022
- Audited effectiveness of social media management tools and redesigned to improve efficiency and increase results
- Prepared market reports and dashboards concerning status and findings and provided insights to key stakeholders
- Submitted standardized reports to marketing manager
Technical Support Engineer
Unisys
02.2021 - 02.2022
- Excellent Verbal and Written Communication skills
- Ability to listen, communicate and provide appropriate solutions
- Good logical reasoning and analytical skills
- Identify fraudulent transactions and dispute or escalate them accordingly
- Using tools as{ JAMF, MAC, Windows }
- Ensure high levels of customer satisfaction through effective communication and problem solving skills
- Act as a backup quality auditor to establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery
- Identify areas for improvement and implement corrective action
- Coordinates and facilitates call calibration sessions for the team
- Identify the individual who is not meeting the performance standards and bring it to the attention of Process lead and Managers attention.
Education
Bachelor of commerce (BCOM) -
Bengaluru University
10th Board -
Govt Pre University College, ICSE, Shree Vidya Sagar School
Skills
- Communication Skills
- SQL (Programming Language)
- Azure Fundamentals AZ-204 AZ-400
- IAM Active Directory
- Linux
- ITIL, ITSM
- ServiceNow
- Incident Management
- Cisco Networking
- Power BI
- Linux
- AWS
- Troubleshooting
- VMWare
- Microsoft Office 365
- Github
- Desktop Support, Technical Support
- JAMF
- Microsoft Office
- Microsoft Excel
- Jabber
- RSA (Cryptosystem)
- Virtual Private Networks (VPN)
Certification
- Microsoft Certifies Azure Developer and DevOps Solutions Expert , SimpliLearn March 2024
- PowerScale Administration
- ITIL
- Power BI
Languages
Timeline
TECHNICAL OPERATIONS ANALYST
Aston Carter{Wells Fargo }
10.2022 - 02.2024
Technical Support Engineer
Unisys
02.2021 - 02.2022
Social Media Analyst
Concentrix Daksh Service Pvt Ltd
11.2018 - 09.2022
Bachelor of commerce (BCOM) -
Bengaluru University
10th Board -
Govt Pre University College, ICSE, Shree Vidya Sagar School
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