Pooja R
Mysuru
Summary
Proven expertise in operations support and problem-solving, honed at Hemmersbach India Private Limited. Excelled in managing SharePoint tickets, significantly enhancing task tracking and SLA adherence. Skilled in customer support and collaboration, consistently achieving timely issue resolution and improving network performance. Demonstrates strong time management and communication abilities, driving efficient project outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Project Assistant
Hemmersbach India Private Limited
Bengaluru
08.2024 - Current
- Managed SharePoint-related tickets through the Freshservice tool, resolving issues based on defined SLA timelines.
- Provided support for granting and managing user access permissions to SharePoint sites and libraries.
- Updating and maintaining company organizational charts within SharePoint, ensuring accuracy and timely revisions.
- Created and managed automatic reminders and notifications using SharePoint Designer to enhance task tracking.
- Continuously tracked ticket progress, ensuring issues were addressed promptly and in alignment with SLA targets.
Service Desk Agent
Hemmersbach India Private Limited
Bengaluru
01.2022 - 07.2024
- Validating the tickets sent by the client and assigning skilled engineer as per customer RDT.
- Escalate complex or unresolved issues to higher-level support teams or specialists.
- Dealing with US customers and engineers.
- Team worker- Coaching new joiners for OJT in the aligned region.
- Communicate clearly and professionally with end-users to understand their issues and provide solutions.
- Log, track, and manage incidents using a ticketing system.
Network Engineer Trainee
Bharat Electronics Limited
Bengaluru
11.2020 - 11.2021
- Offer technical support to internal users or clients regarding network-related issues.
- Work with senior engineers to address and troubleshoot network outages and disruptions.
- Support the configuration of network devices, including IP addressing, VLANs, and routing protocols.
- Assist in responding to support tickets, and resolving network-related queries.
- Prepare reports on network performance, incidents, and resolutions as needed.
- Provided remote support and guided users through troubleshooting steps to resolve common issues.
Education
Diploma -
JSS Polytechnic for Women
Mysuru01.2020
SSLC -
Vijaya Education Society
01.2017
Skills
- Time management
- Problem Solving
- Customer support
- Ticketing system
- Communication and collaboration
- Operations support
- SLA
- Escalation Management
- Organizational Chart Management
- Access & Permission Management
Certification
- Basics and Advance Python-INFOTISE IT SOLUTIONS, Mysore
- Desktop IT support Level 1 & 2 (Troubleshooting)
Timeline
Project Assistant
Hemmersbach India Private Limited
08.2024 - Current
Service Desk Agent
Hemmersbach India Private Limited
01.2022 - 07.2024
Network Engineer Trainee
Bharat Electronics Limited
11.2020 - 11.2021
Diploma -
JSS Polytechnic for Women
SSLC -
Vijaya Education Society
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