Indu Bala
IT Professional
Mohali,PB
Summary
IT Support Engineer | OS Management | Troubleshooting | Networking
Solution-Oriented IT professional with more than 6 years of experience. Proven ability to provide end users with solutions and plan strategically with exceptional outcomes. Analyses problems and escalates them to specific teams or clients by working well with teams, handling a large number of complicated issues, which decreased request traffic and increased first call resolution along with satisfaction ratings.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
IT Technical Support III
Oceaneering International
Mohali
06.2022 - 10.2024
- Responded to inquiries through IT tickets via chat, email, phone, teams, and remote.
- Worked extensively on SCCM-related questions like software installation, upgrades, and profile addition.
- Supported the creation of BitLocker keys using Dell data protection and the password and MFA reset process utilizing AD.
- Managed the configuration, navigation, and troubleshooting of software and applications (Solidworks, AutoCAD, Enovia, etc.).
- Worked on network, printer, Citrix and VPN (Zscaler) issues.
- Responded to enquiries about system configuration, hardware and software troubleshooting, and program functionality.
- Kept an eye on network performance to make sure systems were operating correctly and processing quickly.
Assessed user input to pinpoint areas in need of development and made the necessary adjustments. - Helped install and set up new computer systems, including peripherals, operating systems( windows /Linux/Mac ), drivers, and
applications. - Detailed documentation, including best practices and processes for resolving issues, was produced for all support-related duties.
- Addressed user disputes by offering suitable resolutions according to each user's particular requirements.
Produced training materials for new hires and solutions for complex problems for future reference. - Tools used: Bomgar (to conduct remote sessions) and MESD (ManageEngine ServiceDesk), a web-based help desk administration solution that assists users in creating, managing, and tracking help desk problems.
- Worked with various teams, including the server, DBA, security, PeopleSoft, and others, to remedy the issue.
- Recognized possible threats, weaknesses, and security hazards to the company's networks and systems.
Technical Support Associate II
Teleperformance
Bangalore
06.2019 - 05.2022
- Worked closely with the GoDaddy website, which covers email, security, domains, websites, hosting, and
marketing. - DNS management by modifying Nameserver, Email, and Domain settings to enable the website. Additionally,
assisted in modifying the website using WordPress and the website builder to ensure a smooth operation of their
business site. - Worked together with the advanced team to resolve the problem at a higher level, including SEO to optimize the
website, WordPress, Joomla, and VPS hosting on the server. - Handled problems with OS systems, apps, printers, network connectivity, and other IT-related subjects.
Served as a mentor and support system for team members.
Campaign: GoDaddy - Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Recorded and maintained relevant notes for each client and work order.
Technical Support Associate
Concentrix
02.2018 - 05.2019
- Provided support for operating system Windows 7, 8, and 10 (installation, re-image, navigation, setup, and
troubleshooting). - Worked on printers and network-related issue(installation, coordination, and setup)
Handled configuration, usage, updates, and troubleshooting of software and applications. - Used chat and remote support to identify, diagnose, and fix technical Windows issues.
- Maintained and configured a variety of network equipment, including firewalls, switches, VPN and routers.
- For every duty pertaining to assistance, comprehensive documentation was produced, including best
practices and processes for resolving issues.
Campaign: Microsoft
Senior Operations Executive
Aegis Global Limited - Bangalore
04.2017 - 02.2018
- Increased company profits through performance optimization strategies and efficiency improvements.
- Set clear goals to monitor targets and offer real-time input on performance and motivation.
- Application support and resolved queries on call.
Understood and followed oral and written directions. - Worked successfully with diverse groups of coworkers to accomplish goals and address issues related to our products and services.
Campaign: JioMoney
Skills
- Analytical Thinking
- Communication skills
- Teamwork and Adaptability
- Software and Hardware Knowledge
- Security Fundamentals
- C, C, Java Language
- Remote desktop, Email, and Call Support
- Incident management
- Technical troubleshooting
- Networking Technologies- TCP/IP, DNS, AD, DHCP
- Operating systems Support: Windows, Mac, Linux( Basic)
- Ticketing system experience
- Active Directory management
Education
Master of Computer Applications(MCA) - Master of Computer Applications
Panjab University
Chandigarh 05.2013 - 04.2016
Bachelor of Computer Applications - Bachelor of Computer Applications
Punjab Technical University
Mohali, Punjab 05.2010 - 04.2013
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Certification
- C, C++, Java Language.
- Google IT Support Professional Certificate(pursuing)
Timeline
IT Technical Support III
Oceaneering International
06.2022 - 10.2024
Technical Support Associate II
Teleperformance
06.2019 - 05.2022
Technical Support Associate
Concentrix
02.2018 - 05.2019
Senior Operations Executive
Aegis Global Limited - Bangalore
04.2017 - 02.2018
Master of Computer Applications(MCA) - Master of Computer Applications
Panjab University
05.2013 - 04.2016
Bachelor of Computer Applications - Bachelor of Computer Applications
Punjab Technical University
05.2010 - 04.2013
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