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
Azure administration
Service Gateway
ITSM (CA, Trillium, ServiceNow!)
M365 Suite
Junos Pulse VPN
Active Directory
MS Exchange
SCCM
Customer Service
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