Pinky M
Lead Service Desk Engineer
Chennai
Summary
Developed critical thinking and problem-solving abilities in fast-paced engineering environment. Brings strong foundation in analytical and technical skills, adaptable across various fields. Seeking to transition into new role where these transferrable skills can contribute to innovative solutions and project success.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
2
2
Certifications
1
1
Language
Work History
Lead ServiceDesk Engineer
GAVS Technologies
11.2024 - Current
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
- Provided input to team regarding areas for process and procedural improvement.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Improved client satisfaction with detailed progress reports and proactive communication during project execution phases.
Technical Support Engineer
Fantabee IoE Labs Private Limited
12.2022 - 04.2024
- Handling calls, Chat and emails
- Ticketing tool used – Salesforce
- Kwikbit internet provides gigabit speed wireless connection to the customers
- MikroTik tool – to check both Radio & Router status
- Tracking records for new customers and scheduling Installation
- Providing first call resolution to the customers
- Zabbix02, Zabbix4 – used for monitoring customer's radio status and outages
- Training new Agents about the process
Administrator
Wipro Technologies
12.2010 - 11.2021
- (since the contract got ended with Micro Academy (BNY Mellon), joined in Wipro Technologies as permanent employee for the same client.
Senior Analyst
BNY MELLON
05.2020 - 10.2021
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Investigated system issues and implemented resolutions to reduce downtime.
- Validated results and performed quality assurance to assess accuracy of data.
- Identified and resolved problems through root cause analysis and research.
Operations Engineer
Sirius Computer Solutions India Pvt. Ltd
10.2016 - 06.2019
- Resolution and clearing console alerts through VNC Viewer
- Creating tickets for each alerts, job and call using Service Now
- Creating passwords for user accounts, scanner and printer through Active Directory
- Provided technical assistance during operational changes via both on-site support and remotely.
Systems Executive
Sun Infotek
09.2014 - 09.2016
- Responded to incidents quickly, troubleshot problems and corrected faults.
- Oversaw development and implementation of improvements to support and network operations.
System Executive
Cognizant Technology Solutions
07.2012 - 05.2014
- Tracked user calls for resolution and escalation through Remedy Helpdesk Software
- Creating user accounts and assign group rights using Microsoft server tools (ADS) Active Directory. Daily maintenance and problem resolution, operating system patches and software upgrades, and routine hardware configuration
Education
SSLC -
Sacred Heart Matric Hr. Sec. School
HSLC -
Bharathi Dhasanar Matric Hr. Sec. School
BCA -
Auxilium College
Skills
Time management
Project planning
Support system management
DevOps
Root cause analysis
Remote Diagnostics
Process improvement
Technical fault tracking
Software diagnosis
Application support
Customer service expert
Technical issues analysis
Desktop support
Work flow planning
Report generation
Natural leader
Complex problems analysis
Certification
Microsoft Azure Fundamentals
Timeline
Lead ServiceDesk Engineer
GAVS Technologies
11.2024 - Current
Technical Support Engineer
Fantabee IoE Labs Private Limited
12.2022 - 04.2024
Senior Analyst
BNY MELLON
05.2020 - 10.2021
Operations Engineer
Sirius Computer Solutions India Pvt. Ltd
10.2016 - 06.2019
Systems Executive
Sun Infotek
09.2014 - 09.2016
System Executive
Cognizant Technology Solutions
07.2012 - 05.2014
Administrator
Wipro Technologies
12.2010 - 11.2021
SSLC -
Sacred Heart Matric Hr. Sec. School
HSLC -
Bharathi Dhasanar Matric Hr. Sec. School
BCA -
Auxilium College