Dimple Rathi
Gurgaon
Summary
IT professional with 4 years and 9 months of experience, seeking a challenging role in the Information Technology domain, with a strong focus on Service Desk operations. I bring solid expertise in technical support and troubleshooting, along with a commitment to delivering high-quality customer service. I am highly motivated to learn, grow, and add value to the organization by contributing innovative ideas and actively collaborating within a team-driven environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Support Engineer
GlobalLogic
Gurgaon
01.2024 - Current
- Configured domains and subdomains for seamless integration with Adobe products, ensuring secure and efficient network operations.
- Assisted with subdomain security by managing and implementing SSL certificates to enhance client data protection and trust.
- Modified DNS records to support domain transitions, improve connectivity, and ensure uninterrupted service for end users.
- Conducted IP whitelisting for new customers, enabling secure access to Adobe services and preventing unauthorized access.
- Joined subdomains with the Adobe network, facilitating smooth onboarding processes and enabling operational efficiency for clients.
- Managed user accounts, roles, and permissions in Adobe portals, streamlining customer operations and ensuring compliance with best practices.
- Oversaw account storage management, optimizing resource allocation and ensuring clients adhered to storage limits and guidelines.
- Provided technical troubleshooting for Adobe products, addressing customer issues promptly to maintain high satisfaction levels.
Senior Technical Engineer
Ford Motors Ltd.
Chennai
09.2023 - 12.2023
- Delivered L1/L2 technical support for Ford users, resolving hardware, software, and Windows issues.
- Managed Active Directory (user accounts, groups, access control).
- Resolved service desk tickets within SLA, maintaining 95%+ compliance.
- Supported Microsoft applications including Outlook, MS Teams, and Excel.
- Performed Windows installations, system configuration, and endpoint deployment.
- Monitored endpoint connectivity and enforced network security policies.
- Collaborated with global IT and infrastructure teams for issue resolution and escalation.
- Created onboarding and troubleshooting documentation.
- Recognized for consistent high-quality support, leading to transition into an internal role with Ford Motors.
Coordinator
Allianz Partners
Gurgaon
05.2022 - 07.2023
- Provided technical support to internal users of Ford, resolving hardware and software-related issues promptly.
- Supported Active Directory operations, including user account creation, group management, and access control.
- Monitored and maintained endpoint connectivity, ensuring compliance with corporate network policies.
- Collaborated with global IT teams to resolve infrastructure and user-level technical issues efficiently.
- Managed and responded to service desk tickets, ensuring SLAs were consistently met.
- Troubleshot and resolved user windows issues, application errors (MS Teams, Excel, Outlook etc.) and system performance concerns.
- Delivered comprehensive IT support, resolving incidents related to Windows systems, MS Teams, and Outlook applications.
- Supported system configuration, deployment, and Windows installations across user endpoints.
- Coordinated with IT infrastructure teams for issue escalation and proactive maintenance.
- Created detailed documentation and process guides for user onboarding and troubleshooting.
- Contributed to service reliability by maintaining SLA performance above 95%.
- Provided consistent and reliable technical support, ensuring minimal downtime and maintaining high user satisfaction across all service requests.
- My dedication to delivering high-quality support and fostering user satisfaction earned recognition within the organization.
- This resulted in my transition to an internal role with Ford Motors, where I continued to contribute to their IT operations.
Technical Support Associate
Concentrix
Gurgaon
04.2021 - 04.2022
- Responsible for managing internal ticketing systems, ensuring all IT issues were properly prioritized.
- Performed triage operations.
- Provided initial onboarding support for new employees, helping them set up their devices, configure accounts, and familiarize themselves with essential software tools.
- Conducted basic troubleshooting for network connectivity issues and assisted in managing hardware inventory for the team.
Education
Masters of Business Administration (MBA) - Human Resources, Marketing
DIT University
Dehradun07.2021
Bachelor of Commerce (B.com) - Human Resources, Marketing
BFIT Group of Colleges
Dehradun07.2019
Skills
- Active Directory: User/Group Management
- MS Excel
- ServiceNow
- JIRA
- Adobe Admin Console
- Remote Desktop Protocol (RDP))
Certification
Adobe Certified Expert - Adobe Campaign Classic Business Practitioner, https://certification.adobe.com/credential/verify/6bbef50b-d49f-11f0-81b9-42010a400fdc
Leadership Experience
- Demonstrated strong leadership capabilities by successfully leading a team for 7 months in the absence of a team lead.
- Planned and managed daily operations, ensuring seamless execution of tasks and adherence to deadlines.
- Organized employee rosters, managed leaves, and coordinated cab arrangements to maintain team efficiency and satisfaction.
- Addressed challenges of transitioning team members from remote work to office setups, ensuring minimal disruption.
- Communicated effectively with stakeholders to maintain their confidence and satisfaction with team performance.
Timeline
Support Engineer
GlobalLogic
01.2024 - Current
Senior Technical Engineer
Ford Motors Ltd.
09.2023 - 12.2023
Coordinator
Allianz Partners
05.2022 - 07.2023
Technical Support Associate
Concentrix
04.2021 - 04.2022
Masters of Business Administration (MBA) - Human Resources, Marketing
DIT University
Bachelor of Commerce (B.com) - Human Resources, Marketing
BFIT Group of Colleges