Nita Adhikary

Project: TJX ISMO AMS (March 2019 – Present)

Role: Application Support L3

● Provide support to US and Canada stores in opening/closing and functional issues using ServiceNow, PowerShell, CMD, Remote desktop, VNC, Xadmin, WebPC, Vh1, ILO, Splunk, POS dashboard etc.

● Provide support by communicating Store MOD or DM for store open/close and fatal errors.- During store open/close monitoring remediate various 1st priority incidents i.e. Polling Issue, Dataloader Issue, Xenvironment down, Startup Error, Check & download updates, Incidental close etc.

● Provide support by remediating various fatal errors – DB Issue, DB restore backup issue, DB account lock, Preflight schema mismatch issue, Journal sequence, Local DB crash issue etc.

● Responsible for sending store Open/Close report, Store not closed or not opened report, Validation report, Top & Tail report, Accidental close report, WSR/MSR etc.

● Provide support by communicating Store MOD or DM for store open/close and fatal errors.

● In addition, prepare SOP, provide KT to new team members regarding process knowledge and reporting and Create new Problem tickets and tag the incidents regarding repetitive issue and share idea to solve the issues.

Project: Hartford (September 2016 – March 2019)

Role: System Engineer

● Hands-on experience in troubleshooting basic network, VPN, email, O365, basic software technical issues.

● Monitoring and managing incidents and create service requests in ServiceNow.

● SOP Creation for procedures and given KT to new team members.

● Ability to manage MIM (Major Incident Management) Situations with the required stakeholders and resolver team to resolve user problems within SLA.

Projects: SCE, J&J and COOP

● I have worked with 3 major IT Service desk projects (SCE, J&J and COOP) as Technical Support.

● Experienced in Incident Management in BMC Remedy, ServiceNow and Heat Application.

● Experienced in troubleshooting with various applications, Citrix, Cisco AnyConnect, RSA, Microsoft Office 365 etc.

● Experienced in windows7 and windows 10 Operating Systems.