Poornima Raj
HELPDESK ASSOCIATE
Bangalore
Summary
Dynamic and results-driven IT Help Desk professional with 2 years of hands-on experience in delivering end-to-end technical support, incident resolution, and client service in fast-paced IT environments. Currently working as a HELPDESK ASSOCIATE at NTT Data, providing advanced Level 1 support for Microsoft Exchange, Office applications, and enterprise IT systems. Proven ability to manage high-severity incidents, streamline ticket resolution workflows, and mentor junior team members to ensure continuous service excellence.
Overview
2
2
year of professional experience
4
4
Certifications
5
5
Languages
Work History
EVALUATION INDIA PVT. LTD.
- 1 year of experience in Background verification process served for EVALUATION INDIA PVT. LTD.(BGV) Verifying the past work experience of the candidates with the employment details provided by the candidates.
IT Help Desk Senior Associate
NTT Data
12.2024 - Current
- Delivered advanced technical support for Microsoft Exchange, Office applications, and business-critical systems.
- Performed Level 1 troubleshooting to resolve issues and minimize downtime.
- Managed tickets using ITSM tools like ServiceNow and BMC Remedy, ensuring SLA compliance.
- Maintained client communication and documented technical resolutions.
- Led team operations in the manager’s absence and mentored junior staff.
Education
MBA - Business Intelligence and Analytics
Jain University
Bangalore11.2025
Bachelor of Commerce -
ST. ANNE’ DEGREE COLLEGE FOR WOMEN
01.2022
PUC -
ST MEERA’S PU COLLEGE
01.2019
SSLC - undefined
THE PRESIDENCY PUBLIC SCHOOL
01.2017
Skills
Email system troubleshooting
Network diagnostics Technical assistance Problem resolution LAN/WAN management
Identity and access management
ITIL service management expertise
Performance monitoring & resolution
Issue tracking and resolution
Helpdesk operations and service platforms Expertise in ServiceNow
Remote assistance software Technical support expertise User engagement strategies
FCR strategy optimization
Challenging customer interactions
Email management service
Coaching emerging employees
Certification
SAS
Interests
badminton, listening to music, watching movies, cooking
Declaration
I hereby declare that the above-furnished information is true and correct to the best of my knowledge and belief. Place: Bengaluru Name: Poornima Raj
Personal Profile
- Date of Birth: 21-08-2001
- Nationality: Indian
- Marital Status: Unmarried
- Languages Known: English, Hindi, Kannada, Tamil, Telugu
- Hobbies: badminton, listening to music, watching movies, cooking
- Father’s Name: Raju
- Mother’s Name: Sandhya
Timeline
IT Help Desk Senior Associate
NTT Data
12.2024 - Current
EVALUATION INDIA PVT. LTD.
SSLC - undefined
THE PRESIDENCY PUBLIC SCHOOL
MBA - Business Intelligence and Analytics
Jain University
Bachelor of Commerce -
ST. ANNE’ DEGREE COLLEGE FOR WOMEN
PUC -
ST MEERA’S PU COLLEGE