Dipti Dhoundiyal
New Delhi
Summary
Intend to build a career with a To work hard towards achieving common goals for an organization and myself, by applying all my knowledge that I have at the same time imbibing anything new and good that comes my way and put my sincere efforts to reach new horizons and improving skills in accordance with latest trends and to be a part of a team that dynamically work towards the growth of the organization.
Hands-on experience of 6.5 years in Service Management and Service desk. Ability to function as a team player and alternatively work independently to achieve objectives Demonstrated ability to manage multiple tasks and deadlines Excellent problem solving and troubleshooting skills.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
7
7
years of professional experience
Work History
Senior Technical 1 Global Service Desk
Concentrix + Webhelp
10.2021 - Current
- Administered user access for applications and systems in compliance with security standards and policies.
- Performed audits of system logs and access reports to detect suspicious activity.
- Access Request Management fulfillment operations and tickets within defined SLAs.
- Manage On/Off Boarding tasks.
- Perform Application role- based access, Prov/De Provisioning tasks.
- Worked on various projects for clients such as Adidas, BMW, Vodafone, BT EE, TVG, Yodel, Curry’s, Sainsbury Group, Nectar, and EasyJet. Managed their Client ID JML process within defined SLAs.
- Manage access of in-house applications and Client Ids such as Account Creation, Modification and Deactivation.
- Implemented Single Sign-On (SSO) across 10+ business applications, improving user experience and security.
- Perform Multi Factor Authentication (MFA) admin tasks.
- Implemented multi-layer security in Single Sign-On (SSO) by integrating Multi-Factor Authentication (MFA) and YubiKey for enhanced access control.
- Worked with cross-functional teams to integrate IAM systems with new enterprise applications, ensuring seamless user access.
Senior Advisor 1, Technical Support
Concentrix Project - Microsoft EPS
03.2021 - 07.2021
- Troubleshooting on Windows Server 2003/2008/2008 R2/2012/Windows 7/Windows 8 Operating System's performance and solving tedious Networking issues.
- Active Directory-To work with a wide spectrum of customers, including System Administrators.
- Worked for the improvement of identity and access management processes, controls and communications related to Roles across stakeholder groups.
- Adhered to the compliance Policies related to managing and providing access to systems and data security.
Senior Support Analyst
IGT Solutions PVT Ltd
06.2019 - 11.2020
- Worked on Active Directory to create, modify and delete user’s profile.
- Creating groups as per roles and giving permissions.
- Providing access and permissions to the users like Internet Access, Access to shared Drive, Access to shared Folder, Access to Citrix and Other Applications etc.
- Resolving issues through E-mail and on Call.
- Supported Service Desk team to ensure resolution on the first call.
- Updating existing access management and provisioning workflows/process documents
Service Desk Associate
Tech Mahindra
04.2018 - 05.2019
- Handle customers professionally.
- Identifying hardware and software issues.
- Troubleshooting technical issues.
- Provide FCR by diagnosing and repairing faults. Engage relevant team to resolve network issues, and installing and configuring hardware and software.
- Talking customers through a series of actions to resolve a problem.
- Providing timely and accurate customer feedback.
- Following up with clients to ensure the problem is resolved.
- Engage local IT team for replacing or repairing the necessary parts.
- Keep records of customer interactions and recording details of inquiries, complaints and comments, as well as action taken.
- Follow up to ensure that appropriate actions were taken on customer’s requests/incidents.
- Refer unresolved customer grievances or special requests to designated departments for further investigation
Education
B.Tech - Instrumentation
HNB Garhwal University
Srinagar, Uttarakhand01.2016
HSSC -
K.V I.I.P Dehradun
Dehradun, Uttarakhand01.2011
SSC -
K.V I.I.P Dehradun
Dehradun, Uttarakhand01.2009
Skills
- SailPoint
- Okta
- Microsoft Azure AD
- Active Directory
- Windows Server 2003
- Windows Server 2008
- Windows Server 2008 R2
- Windows Server 2012
- Windows Server 2016
- Windows Server 2019
- Windows 7
- Windows 8
- Service Now
- Aspen
- Solvnow
- JIRA
- IGA
- Freshdesk
- Eptica
- Microsoft Dfm365
- MS Word
- Excel
- MS PowerPoint
- MS Outlook
- Communication skills
- Troubleshooting
- Problem-solving
Languages
Hindi
English
Areas Of Interest
- Identity and Access Management
- User management
- Access reviews
- Account provisioning
- De-provisioning
- Authentication & Authorization: SSO (Single Sign-On), MFA (Multi-Factor Authentication), RBAC (Role-Based Access Control), ABAC (Attribute-Based Access Control)
- Access management
- Active Directory(AD)
- Active Directory Domain Controller(ADDS)
- Data protection management. (DPM, MABS, CLOUD, MARS)
- SQL server management (SSMS)
- Teaching
It Key Skills
- IAM Tools- SailPoint, Okta, Microsoft Azure AD, Active Directory
- Operating System- Windows Server 2003/2008/2008 R2/2012/2016/2019, Windows 7/Windows 8
- Ticketing Tools- Service Now, Aspen, Solvnow, JIRA, IGA, Freshdesk, Eptica, Microsoft Dfm365
- MS Tools- MS Word, Excel, MS PowerPoint
- Email Communication – MS Outlook
- Strong communication skills, troubleshooting, and problem-solving
Personal Behaviour
- Strategic and target-oriented
- Adaptable to the dynamic production scenario
- Creative and Optimistic thinking
- Self-motivated
- Professional attitude
- Willing to work in a 24/7 environment
- Enthusiastic and focused personality
- Ability to adjust according to the environment
Personal Information
- Father's Name: Mr B.D Dhoundiyal
- Mother's Name: Kanta Devi
- Date of Birth: 03/14/94
- Nationality: Indian
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Senior Technical 1 Global Service Desk
Concentrix + Webhelp
10.2021 - Current
Senior Advisor 1, Technical Support
Concentrix Project - Microsoft EPS
03.2021 - 07.2021
Senior Support Analyst
IGT Solutions PVT Ltd
06.2019 - 11.2020
Service Desk Associate
Tech Mahindra
04.2018 - 05.2019
B.Tech - Instrumentation
HNB Garhwal University
HSSC -
K.V I.I.P Dehradun
SSC -
K.V I.I.P Dehradun
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