Pooja Rawat
Senior Engineer OPS
Gurgram
Summary
- Innovative and results-driven professional with over 8 years' experience in Service Management, Process Management, Client Relationship Management, Customer Service globally.
- Ability to interact and understand the errors in project and coordinate for facilitating an alternate or workaround for the issues.
- Competent interfacing with customers, understanding their requirements and driving towards solutions.
- Effective in a high-volume environment and coordinating multiple tasks.
- Strong verbal and written communication skills with excellent telephone & inter-personal etiquette.
- Proactive and flexible in work with strong leadership skills and quick self-learner.
- Good working knowledge on Office 365, & Corporate Desktop environments.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Senior Engineer Field Ops
SITA
09.2019 - Current
- Provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Recently visited Singapore for IT support and training one the the new campus team mate.
- On-premises workload migration to Azure cloud as per requirement.
- Available 24/7 to perform on call/stand-by duty and to perform scheduled changes
- Supporting Windows, Mac, Android and IOS devices.
- Have a basic knowledge of Finance (Capex/Opex)
- Working closely with relevant stakeholders and tracking project budget and reporting
- Purchase goods, materials, components or services in line with specified cost, quality and delivery targets
- Inventory Estimation & Planning Services - minimum stock planning, periodic notification for asset procurement
- Act as an interface between suppliers and other relevant departments on purchasing processes and new projects and activities
- Monitor market trends, competitor's strategies and market supplies
- Attended Daily Service Review (DSR), Change management workshops and imparted trainings to internal teams
- Disposing of end-of-life IT equipment's and updating same on Service Gateway
- Setting up computer workstations, including peripheral devices for new hires and existing employees
- Also guiding users for different issues on call, MS Teams and with different remote applications.
- Identifying equipment shortages and placing orders with suppliers
- Installation of Win 10 and updating different software's.
- Manage O365 account creation, DL Mailbox Creation, Send as/Full access to Shared Mailbox, E1 & E3 license assignation.
- Working on AD tools, intune and other cloud platform for device enrollment, compliance and manage devices.
Analyst
Echo Managed Services Ltd
10.2018 - 08.2019
- Acting as a single point of contact for phone calls and emails from staff regarding IT issues and queries
- Providing windows L1 and Technical Troubleshooting of Microsoft Lync, Office 365, MDM for end user via remote session through WebEx or Lync
- Mapping access and ID to other user account on Active directory and exchange
- Incident Management using BMC Remedy
- Take ownership of user problems, follow up the status of problems on behalf of the user, and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Documentation of new incident and troubleshooting steps for knowledge database
- Creating user accounts on Active directory, reset password, providing access to groups and distribution list
- VPN creation, outlook configuration and Symantec antivirus L1 support
- Attending day to day operations bridge calls and RCA calls for ongoing issues
- Network connectivity troubleshooting, ping, tracert, telnet
- Ensuring that service level agreements are met
- Responding to client questions via telephone calls, emails and correspondence.
Process Associate - Service Desk Operations
Inter Globe Technologies (IGT)
12.2015 - 10.2018
- Assumed the role of Process Associate, working with internal IS Customers to support clients on infrastructure and applications
- Managed requests and incidents raise by e-mail, phone calls and ITSM Toolset
- Oversaw new hires to manage on-boarding processes and facilitated On-The-Job (OJT) trainings
- To make them comfortable in process during their OJT
- As Sr
- Process Analyst giving Floor support and helping all the Team Members in handling Users
- Resolved the daily based logged tickets by users in ticketing tool (ITSM)
- Responsible for providing telephone/email/chat and remote diagnostic technical support
- Created and maintained user accounts in Active Directory
- Troubleshoot customer issues related to Active Directory, VPN, Lotus Notes, Trillium, Skype for Business and Outlook
- Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner
- Creating and maintaining Distribution Lists on MS Exchange
- Proper installation and configuration of MS Office 365 Suite
- On-Boarding and Off-Boarding of users.
Education
English
Indira Gandhi National Open University
New Delhi01.2018
Skills
Intune Administration
Personal Information
- Father's Name: Mr. T.S.Rawat
- Date of Birth: 05/12/1992
- Nationality: Indian
Professionalattitude
- Amicable Nature
- Excellent oral and written communication skills.
- Strong ability to reach goals.
- Excellent client handling skills.
- Able to handle the pressure situations.
- Able to work individual as well as in group.
Languages
English
Bilingual or Proficient (C2)
Disclaimer
I solemnly declare that the above information is true and correct to the best of my knowledge. I understand if any information given above is found false/incorrect, my candidature is liable to be rejected.
Certification
Designing Microsoft Azure Infrastructure Solutions - AZ 305
Timeline
Endpoint Administrator Associate - MD 102
12-2023
Designing Microsoft Azure Infrastructure Solutions - AZ 305
08-2023
Azure Administrator Associate - AZ 104
12-2022
Senior Engineer Field Ops
SITA
09.2019 - Current
Analyst
Echo Managed Services Ltd
10.2018 - 08.2019
Process Associate - Service Desk Operations
Inter Globe Technologies (IGT)
12.2015 - 10.2018
English
Indira Gandhi National Open University
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