GEETHA M
Summary
- Ambitious professional employing essential skills to generate impactful results while advancing expertise through relentless learning opportunities.
Overview
1
1
Language
12
12
years of professional experience
Work History
Business Process Lead
Tata Consultancy Service
07.2021 - Current
- Job Responsibilities: -
- Client: Adecco & PWC (Working as Team Lead)
- Incident Management Roles & Responsibilities
- Developed technical, business, leadership, and interpersonal skills annually, achieving increased certifications in ITIL and other recognised Service Management disciplines.
- Nexthink usage, Finding use cases, troubleshooting , Improving DEX score
- Ensure that service/business impacting Incidents and/or high risk Production IT Incidents are managed consistently and effectively in adherence to the Major Incident Escalation processes and procedures.
- Major Incident Managements functions primary objective is to restore production service as quickly and effectively as possible in order to prevent or minimise disruption to the business and minimize any associated reputational, financial or regulatory impact.
- Assess and implement new hardware and software.
- Provide project status and closeout reports to management.
- Review and manage open incident tickets and generate regular Incident Management reports.
- Providing a 24×7 Incident Management Support function facilitating and managing business impacting and potentially business impacting Incidents (Priority Critical, Priority 1, Priority 2 Priority 3- Critical)
- Communicated timely and accurately with stakeholders on managed incidents, ensuring clarity on both active and resolved issues.
- Trained team members on incident management processes and tools, creating training materials like presentations, guides, and e-modules to enhance team capabilities.
- Manage and resolve incidents efficiently to minimize downtime and ensure business continuity.
- Oversee the Service Desk operations ensuring timely and effective support for all users.
- Utilise ServiceNow to track manage and resolve incidents and service requests.
- Provide technical support and troubleshooting for Windows-based systems and applications.
- Collaborate with cross-functional teams to identify and implement improvements in IT processes.
- Develop and maintain documentation for incident management and service desk procedures.
- Monitor system performance and proactively address potential issues to prevent disruptions.
- Ensure compliance with company policies and industry standards in all IT operations.
- Conduct regular training sessions for service desk staff to enhance their technical skills and knowledge.
- Lead root cause analysis for major incidents and implement corrective actions to prevent recurrence.
- Coordinate with vendors and third-party service providers to resolve complex technical issues.
- Participated in IT projects and initiatives by providing technical expertise and support.
- Maintain a high level of customer satisfaction by delivering prompt and effective IT support.
- Managed service desk operations to ensure efficient IT support.
- Processed account deactivation requests to uphold data security.
- Supporting AirWatch, Salesforce, Mokafive
- MDM tool AirWatch related issue like working in AirWatch console apart from that enrollment, activation, deactivation, and additional device setup also with device management like enterprise wipe.
- Installation of operating systems and configuration of peripherals and drivers.
- Hardware troubleshooting and maintenance of various Desktops, Laptops and Servers.
- Maintenance of computer communication network (LAN & WAN).
- Installation of various printers, troubleshooting of hardware and driver problems.
- Provided technical support for both on-premises and remote users to resolve issues.
- Troubleshooting for Microsoft office 365.
- Supporting chat applications like Skype for Business and Microsoft Teams.
- Provided support for mobile platforms, including Android and iOS, to resolve user issues.
- Assisted users with VPN application setup and troubleshooting to ensure secure connectivity.
- Maintenance of mail platforms like Office 365 and Gmail.
- Managed Windows Active Directory and Group Policy settings to control user access.
- Configuration of drive encryption tools like BitLocker and FileVault.
- Network router configuration.
- Providing access to various applications, software, Group Policy.
- Office 365 Exchange and SharePoint Support.
Backup Analyst
IDrive Software
11.2019 - 10.2020
- Supporting Idrive users via chat, email, phone support.
- Provided remote assistance to users, facilitating efficient issue resolution.
- Addressed data restoration challenges.
- Identified problems with data backups.
- Handled incidents of data loss.
- Diagnosed problems with remote connections.
- Addressed remote printing challenges, ensuring seamless user experience.
- Worked on products like Idrive backup, Ibackup, Remotepc
- Defined key job responsibilities to enhance operational clarity.
Helpdesk Associate
NTT Data IPS (Formerly => Dell Business Process Solution)
10.2017 - 10.2019
- Provided technical assistance to AXA employees, resolving inquiries to enhance user experience.
- Executed password resets for user accounts
- Creating Active directory IDs
- Processed account deactivation requests for users
- Supporting AirWatch, Salesforce, Mokafive
- MDM tool AirWatch related issue like working in AirWatch console apart from that enrollment, activation, deactivation, and additional device setup also with device management like enterprise wipe.
- Installation of operating systems and configuration of peripherals and drivers.
- Hardware troubleshooting and maintenance of various Desktops, Laptops and Servers.
- Maintenance of computer communication network (LAN & WAN).
- Office 365 Exchange and SharePoint Support.
- Network router configuration.
- Supporting chat applications like Skype for Business and Microsoft Teams.
- Supporting mobile platforms like Android and iOS.
- Support for VPN applications.
- Troubleshooting for printer issues.
- Windows AD, Group Policy.
- Configuration of drive encryption tools like Bit-Locker and File Vault.
- Supported daily operations as backup team lead, facilitating onboarding and training for new hires.
- Use to take callback from supervisor/Escalated calls.
- In NTT DATA i worked for two process: Helpdesk Associate (B2B support)
- 1. AXA US :
- Delivered support via chat, email, and phone channels
- Axa S.A. (styled as AXA) is a French multinational insurance firm headquartered in the 8th arrondissement of Paris that engages in global insurance, investment management, and other financial services.
- Assisted employees with access to new software and equipment.
- Installation of various printers, troubleshooting of hardware and driver problems.
- Hardware troubleshooting and maintenance of various Desktops, Laptops and Servers.
- Installation of operating systems and configuration of peripherals and drivers.
- Supporting chat applications like Skype for Business and Microsoft Teams.
- Maintenance of mail platforms like Office 365 and Gmail.
- Windows AD, Group Policy.
- Configuration of drive encryption tools like Bit-Locker and File Vault.
- Network router configuration.
- Office 365 Exchange and SharePoint Support.
- Troubleshooting for printer issues.
- Supported daily operations as backup team lead, facilitating onboarding and training for new hires.
- Use to take callback from supervisor/Escalated calls.
- In NTT DATA i worked for two process: Helpdesk Associate (B2B support)
- 1. AXA US :
- Axa S.A. (styled as AXA) is a French multinational insurance firm headquartered in the 8th arrondissement of Paris that engages in global insurance, investment management, and other financial services.
- 2. Thermo Fisher Scientific (2nd process)
- Job Responsibilities: -
- Thermo Fisher Scientific is an American provisioner of scientific instrumentation, reagents and consumables, and software and services to healthcare, life.
System Administrator
Metro Groups
12.2015 - 06.2017
- Delivered system administration support for small office builders' company, enhancing operational efficiency.
- Maintenance of computer communication network (LAN & WAN).
- Installed operating systems and configured peripherals and drivers to ensure optimal system performance.
- Hardware troubleshooting and maintenance of various Desktops, Laptops and Servers.
- Installation of various printers, troubleshooting of hardware and driver problems.
- Maintenance of mail platforms like Office 365 and Gmail.
- Defined key responsibilities to ensure clarity in role expectations.
Technical Support Engineer
Infinite Computer Solutions
02.2015 - 10.2015
- Job Responsibilities: -
- Provided support for Apple products by troubleshooting and resolving user issues.
- Diagnosed and resolved Blue Screen of Death (BSOD) issues on customer systems.
- Investigated and resolved issues preventing computers from powering on.
- Identified and resolved system slowdown issues, enhancing overall system performance.
- Serviced iPhones and iPads to restore functionality from power-on failures.
- Installation of various printers, troubleshooting of hardware and driver problems.
Education
B.E. - Information Science
VTU
Bengaluru, KA01-2014
Intermediate -
PU Board
Bengaluru, KA01-2010
High School -
Karnataka State Board
Bengaluru, KA01-2008
Skills
- Major incident coordination
- Next Think
- Incident escalation
- ITIL management
- ITIL design
- ServiceNow management
- Root cause identification
- Process improvement
- Windows support
- Active Directory
- Data analysis tools
- Team leadership
ADDITIONAL INFORMATION
Languages: English, Kannada, Telugu, Tamil, Hindi.
HOBBIES:
- Travelling and Listing to music
- Sports and Dancing
- Gyming
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief. Place: Date: (Geetha M)
Timeline
Business Process Lead
Tata Consultancy Service
07.2021 - Current
Backup Analyst
IDrive Software
11.2019 - 10.2020
Helpdesk Associate
NTT Data IPS (Formerly => Dell Business Process Solution)
10.2017 - 10.2019
System Administrator
Metro Groups
12.2015 - 06.2017
Technical Support Engineer
Infinite Computer Solutions
02.2015 - 10.2015
B.E. - Information Science
VTU
Intermediate -
PU Board
High School -
Karnataka State Board