Pooja Udmal
Infra Transformation Analyst
Abu Dhabi
Summary
Experienced and results-driven IT Operations Support Specialist with 6+ years of expertise in managing, maintaining, and optimizing IT infrastructure and support services. Skilled in troubleshooting, incident management, and service improvement with a strong focus on end-user satisfaction. Seeking an opportunity to leverage my technical knowledge and problem-solving abilities to contribute to a dynamic IT team.
Overview
7
7
years of professional experience
2017
2017
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Infra Transformation Analyst
Accenture Solutions Pvt Ltd
01.2022 - 07.2025
- Managed the complete IT asset lifecycle from procurement, deployment, maintenance, and disposal of over 5,000 hardware and software assets across multiple departments.
- Ensured accurate and up-to-date tracking of all IT assets using ServiceNow and SCCM, resulting in an 80% increase in asset visibility and control.
- Provided training and support to staff on asset tracking systems, and best practices for managing IT assets.
- Supported the integration of a new IT asset management tool (ServiceNow) into the company's operations, training staff, and ensuring smooth adoption.
- Maintains the Firm’s database/system of record for assets (software, hardware), and configuration management (CMDB), ensuring that the records are accurate and up-to-date.
- Provide first-level technical support to end users for software and hardware issues.
- Monitor and respond promptly to incoming calls, tickets, and emails.
- Diagnose, troubleshoot, and resolve a variety of technical issues efficiently.
- Maintain accurate records of customer interactions and resolutions in the ticketing system.
- Install, configure, and upgrade PC software and operating systems.
- Collaborate with other IT team members to ensure seamless IT support services.
- Assist with the setup and configuration of new employee hardware and accounts.
- Document procedures, FAQs, and knowledge-base articles for IT support processes.
- Conduct regular system and software updates, as mandated by the IT department.
- Escalate complex issues to higher-level IT specialists when necessary.
- Ensure all company devices comply with security protocols and software updates.
- Participate in training sessions to stay updated on new technology trends.
Asset Executive
thinkAPPS Solutions Pvt Ltd
11.2020 - 01.2022
- Assisted in the management of IT assets, including tracking hardware/software inventory, issuing and returning devices, and ensuring proper documentation was maintained.
- Managed the end-to-end process for device repairs, replacements, and maintenance requests, reducing downtime.
- Coordinated with cross-functional teams, including procurement, IT support, and finance, to streamline asset management processes and improve operational efficiency.
Call Coordinator
It Techies Services Pvt Ltd
08.2018 - 10.2020
- Handled IT related activities including helpdesk coordination, maintaining SLA.
- Assigning tickets to engineer, Ticket management, Report making, Handling end user queries/escalations.
- Inventory Management on weekly basis, recording and updating changes.
Education
BMS - Bachelor Of Management Studies
S.S.T College Ulhasnagar
Mumbai, IndiaH.S.C - undefined
New English High school & Junior college
S.S.C - undefined
Institution/Place of Education
Skills
ServiceNow
Certification
ITILV4 Foundation Certification
Personal Information
Date of Birth: 09/23/96
Skills
ServiceNow, SCCM, LANDesk Software, RFID Barcode Scanning, Remote Assist Tool
Timeline
Infra Transformation Analyst
Accenture Solutions Pvt Ltd
01.2022 - 07.2025
Asset Executive
thinkAPPS Solutions Pvt Ltd
11.2020 - 01.2022
Call Coordinator
It Techies Services Pvt Ltd
08.2018 - 10.2020
H.S.C - undefined
New English High school & Junior college
S.S.C - undefined
Institution/Place of Education
BMS - Bachelor Of Management Studies
S.S.T College Ulhasnagar
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