Mrinalini Jeevan
IT Support Specialist @ Persistent Systems | Cloud Engineer, Managing Azure And IT Support | | ITILV4 | ITSM | ITOM | Cloud Operations | Production Support
Hyderabad,TS
Summary
As a IT Support Specialist at Persistent Systems, I specialize in Microsoft Azure and ITIL practices while leveraging my expertise in Active Directory management, Microsoft 365 administration, and cloud functionalities. My professional experience includes roles as an Information Technology Support Specialist and Service Desk Specialist, where I honed my competencies in incident management, system troubleshooting, and multi-factor authentication. I am highly skilled in ensuring security best practices and delivering high-quality technical support to maintain seamless IT operations. At Persistent Systems, I work collaboratively with teams to streamline access provisioning, service request fulfillment, and enhance first-call resolution. My commitment to reliable technology and well-documented practices enables the organization to strengthen its IT environment. Passionate about empowering teams, I aim to foster innovation and drive success through my technical expertise and dedication to efficient IT solutions.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
Information Technology Support Specialist
Persistent Systems
07.2022 - Current
- Service Desk Specialist with extensive experience in handling a wide range of technical issues, including Active Directory user lifecycle management, Microsoft 365 administration (Roles, Exchange, Teams, SharePoint), Azure/Cloud functionalities, and system troubleshooting. Skilled in incident management, service request fulfillment, access provisioning, multi-factor authentication, and security best practices. Known for delivering consistent, high-quality support, maintaining strong documentation, and driving first-call resolution. Passionate about enabling teams with reliable technology and helping organizations strengthen their IT environment.
Senior Customer Support Executive
HSBC Electronic Data Processing India Pvt Ltd
05.2021 - 06.2022
- Assisted customers with billing and payment queries, ensuring a seamless experience.
- Supported online and mobile banking inquiries, enhancing customer satisfaction.
- Maintained key performance metrics, including Average Handling Time (AHT) and Net Promoter Scores (NPS).
- Contributed to consistent monthly performance, playing a vital role in team success at HSBC Electronic Data Processing India Pvt Ltd.
Senior Customer Service Executive
Synchrony Financial Pvt Ltd
04.2019 - 12.2020
- Assisted customers with billing queries for major client PayPal, ensuring a seamless experience.
- Processed payments on digital lines of credit and MasterCard, contributing to the dispute resolution team.
- Maintained service level agreements (SLA) and call handling times, achieving a target of 2.50 seconds.
- Played a key role in team performance metrics, focusing on Voice of Customer (VOC) and Average Handling Time (AHT).
Information Technology Specialist
Dell International Service
09.2009 - 06.2013
- Assisting customers with product related issues updating with Process updates.
- Resolving Windows OS and Hardware related issues pertaining to Dell Machines.
- OS installation was daily tasks that we performed.
- Have basic understanding about UNIX OS.
- Solving customer issues with designated SLA and made sure the resolution is satisfactory.
- Taken the Process training for Nesting Teams.
- Have done a major role on Floor Support
- Was acting as backup lead to support/Load balance with manager.
- Monitor team performance and accuracy
- Facilitate during Internal Rewards and Recognitions
- Send weekly reports on the queries resolved for the agents.
- Coordinating weekly team meetings, conducting training sessions for newly joined associate and daily huddles (or as and when required).
Customer Service Representative
24/7 Customer – Customer Care - Billing Process
08.2007 - 04.2009
- Assisted customers with billing queries, ensuring prompt and accurate resolutions.
- Maintained an impressive Average Handling Time of 3 minutes, earning recognition for efficiency.
- Trained and monitored new employees, fostering a culture of excellence in customer service.
- Coordinated team meetings and daily huddles to enhance communication and collaboration.
Education
Project Internship, System, Networking, and LAN/WAN Management
HCL Infosystems
06.2007
Bachelor of Arts - BA Economics
Govt Institution Of Electronics
Skills
AWS Cloud Engineer
Azure
IT Support
Identity and Access Management
CCNA
Customer Service Representatives
Certification
Microsoft 365 Administrator Expert
Timeline
Microsoft 365 Administrator Expert
03-2025
Microsoft Identity and Access Administrator
03-2025
Salesforce AI Associate
01-2025
Information Technology Support Specialist
Persistent Systems
07.2022 - Current
Senior Customer Support Executive
HSBC Electronic Data Processing India Pvt Ltd
05.2021 - 06.2022
Senior Customer Service Executive
Synchrony Financial Pvt Ltd
04.2019 - 12.2020
Information Technology Specialist
Dell International Service
09.2009 - 06.2013
Customer Service Representative
24/7 Customer – Customer Care - Billing Process
08.2007 - 04.2009
Bachelor of Arts - BA Economics
Govt Institution Of Electronics
Project Internship, System, Networking, and LAN/WAN Management
HCL Infosystems