Pooja Chandankhede
Software/Cloud/Apps/Tech Support Analyst
Nagpur
Summary
To be a part of a dynamic team in organization where my skills and potential will contribute to the efficiency of the organization and over a period of time get an opportunity to grow with the firm.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Software/Application/Cloud/Tech Support Analyst
Accenture , PVT LTD
08.2021 - Current
- Currently working in Level 3 TST- Tactical Support Team
- Roles & Responsibilities
- Managing users accounts in active directory
- Setting up new store with the help of technician
- Configure all machine as per store requirement
- Working on email, tickets on Cherwell ticketing tool
- Unlocking user account and resetting their password inside the Command center tools for the Managers on duty
- Configuring and setting up the pos and desktop printers like Brother, HP etc..
- Creating hardware replacement tickets and logging tickets with vendor
- Performing backend operations which needs to be completed in a particular time span, creating reports in excel
- Doing Server Upgrades Aloha Servers / XE3 Servers , taking backup by running the Scripts and setting up the new server and Point of sale terminals. Also setting up th OCD i.e outside customer displays and DVR i.e Digital Video Recorders that records the motion pictures.
- Setting up the IP address and network components like Routers and Modems.
- Pin pads/Credit cards machine Installation and configuration with onsite tech support for hardware installation
- POS- point of sale upgrades at the restaurants after the store closing
- Taking care of escalations.
- Improved operations through consistent hard work and dedication.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Increased customer satisfaction by resolving issues.
Technical Analyst, Remote Technical Support & Service, Desk Analyst
HCL TECHNOLOGIES, PVT LTD
09.2018 - 08.2021
- Roles & Responsibilities
- Provide 24x7x365 Level 1support for all production systems, and act as the central communication point for the business
- Managing REMEDY and Smart Service Desk (SSD) and Resource Management Allocation within the SLA periods
- Responsible for incident handling under SLA matrixes & Effective in problem Solving
- Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
- Responsible for attending service calls and arrange condonation with technical team
- Responsible to P3, P4 issues
- Responsible for creating new tickets to technical teams based on user narratives
- Works proactively with team for analyzing ticket flow & responsible to update the ground level issue to the management and leads and attending the daily meetings
- Responsible for coordinating management and technical team meeting on various highlights
- Troubleshooting Software & Application issues by means of Remote Desktop Connections like Webex, Skype, MS Teams etc.
Education
Master of Computer Applications - Computer Science
G H Raisoni Institute of Information Technology
Nagpur 01.2009 - 10.2012
Bachelor of Computer Applications - Computer Science
Sanatji Mahavidyala
Nagpur 01.2007 - 10.2009
HSSC - Science Education
Nutan Bharat Junior College
Nagpur 06.2005 - 03.2006
SSC - Science Education
Tip Top Convent
Nagpur 06.2003 - 03.2004
Skills
Interpersonal Skillundefined
Certification
Azure Fundamental Az-900
Timeline
Software/Application/Cloud/Tech Support Analyst
Accenture , PVT LTD
08.2021 - Current
Technical Analyst, Remote Technical Support & Service, Desk Analyst
HCL TECHNOLOGIES, PVT LTD
09.2018 - 08.2021
Master of Computer Applications - Computer Science
G H Raisoni Institute of Information Technology
01.2009 - 10.2012
Bachelor of Computer Applications - Computer Science
Sanatji Mahavidyala
01.2007 - 10.2009
HSSC - Science Education
Nutan Bharat Junior College
06.2005 - 03.2006
SSC - Science Education
Tip Top Convent
06.2003 - 03.2004
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