Pallavi Shah
IT Operation Specialist
Pune
Summary
Personable and knowledgeable IT support technician with over 4 years of experience supporting customers with various hardware and software-related issues. Provide in-depth technical support to clients at a Tier 1 level, solving 90%of issues without transferring to Tier 2 support. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Results-driven and focused on immaculate work habits, excellent man-management, & time management.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
IT Operations Specialist
Transimpact Private Limited
Pune
10.2022 - Current
- Provide Tier 1 & Tier 2 IT support to non-technical internal users through desk-side support services.
- Working on JIRA ticket tool & Azure Active Directory for day-to-day task.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Broke down and evaluated user problems, using personal expertise, and probing questions.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Managing the user accounts in Active Directory and support them through Remote Manage Engine.
- To serve User by performing analysis of various issues on desktop computers, Internet connectivity, and the installation of hardware and software and manage their system.
- Work across several shifts, whose primary function is to drive incidents until resolved and fully documented.
- Worked on DDL and DML Queries.
Analyst
HCL
Nagpur
12.2019 - 03.2022
- Provided Tier 1 & Tier 2 IT support to non-technical internal users through desk-side support services.
- Gather the required information necessary to best handle customer software and technical inquiries.
- Help resolve software and technical questions for the customer efficiently and effectively.
- Manage customer expectations regarding estimated response times for issue resolution.
- Resolving the issues through Phone, Chat, and email communication channels.
- Meet SLAs like response and resolution times by partnering with L2 Support organizations.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
Documenting, tracking, and monitoring the problem to provide a timely resolution. - Assists with the resolution of application, hardware, and software problems.
- Tech-savvy with working knowledge of Computers, mobile devices, and other tech products.
At least 3 years of providing desktop support in a corporate environment. - Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
Junior IT Support Executive
Smart Software Services (I) Pvt. Ltd
Pune
10.2016 - 07.2019
- Installed and configured computer hardware, software, systems, printers, and scanners.
- Monitored and maintained computer systems and networks.
- Responded in a timely manner to service issues and requests.
- Provided technical support across the company (this may be in person or over the phone.
- Repaired and replaced equipment as necessary.
- Extensively research and document customer technical issues.
- Maintained response times in compliance with internal policies to support business continuity.
Education
Bachelor of Engineering - Computer Engineering
Nagpur University
Wardha 06.2013 - 03.2016
Skills
Desktop support
Application support
Active Listening
Excellent Communication
Active Directory
Software diagnosis
End-User Account Management
Support Documentation Generation
Windows
Office 365
Manage Engine
Timeline
IT Operations Specialist
Transimpact Private Limited
10.2022 - Current
Analyst
HCL
12.2019 - 03.2022
Junior IT Support Executive
Smart Software Services (I) Pvt. Ltd
10.2016 - 07.2019
Bachelor of Engineering - Computer Engineering
Nagpur University
06.2013 - 03.2016