Identity & Access Management
Hi, I’m
Priyanka Tiwari
Pune
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions.
Specialization in Cloud based environments. Gifted at handling issues ranging from minor software
misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket
lifecycles to confirm successful resolutions. Hardworking, driven and focused on accurately and
effectively managing Incident Management and Access Management tasks. Skilled at organizing
information, resolving failures and maintaining records. Demonstrated abilities in solving Access
related issues and IMS problems on a regular basis. Logical Application Support Analyst with expertise
in Application's and Tools-based systems. Offering more than 6 years of comprehensive experience in
monitoring, maintaining and improving systems and applications. Gifted strategist with exceptional
research and implement new applications.
Overview
14
years of professional experience
1
Certification
Work History
Tata Consultancy ServicesPune
Application Administrator
02.2016 - Current
Job overview
- Managed service follow-up communications,
confirming satisfactory resolution of customers'
service requests via email and phone. - Supported users with software, hardware and
network issues. - Collaborated with vendors to locate
replacement components and resolve
advanced problems. - Broke down and evaluated user problems,
using test scripts, personal expertise and
probing questions. - Met performance metrics for factors such as
call volume thresholds and call time guidelines,
producing exceptional customer feedback.
Answered customer support inquiries via
specialized ticket tracking platforms.
Monitored helpdesk and responded to
incoming tickets to address support needs.
Created user accounts and managed access
control. - Maintained record of daily individual activities,
behaviors and pertinent incidents for patient
analysis and assessment. - Monitored systems in operation and quickly
troubleshot errors.
Wipro Pvt. Ltd.Pune
Sr. Associate
04.2013 - 01.2015
Job overview
- Working for reputed bank credit card back office process.
- Handling customer’s complaints, queries and request.
- Case study of Customer’s complaints and queries.
- Validating customer complaints.
- Responsible for 100% customer satisfaction.
- Lodging refund request or reverting them back for solutions or explanation.
- Internal team co-ordination for resolving the case.
- Arranging call back to customer.
- Keeping customer interaction record in the system.
Shashi Structural Engineers Pvt.Ltd. PunePune
Admin Executive
01.2009 - 12.2012
Job overview
- Coordination with vendors for visiting cards & letter head printing.
- Generating MIS Report- Pass bills of office staff( tour bills, transport bills, and daily expenses).
- Coordinating with all contractors and suppliers for office stationary and computer peripherals.
- Administrative job, day to day official administrative work.
- Cafeteria areas, managing the pantry and cafeteria. Place order for pantry supplies.
- Scheduling meeting and arranging logistic and other materials that may be required for the meeting.
- Creating and maintaining employee data base and preparing a comprehensive MIS.
- Place order for stationary / computer stationary items.
Education
Purvanchal UniversityVaranasi
Bachelor of Science from Chemistry
07-2007
Skills
- IAM
- User Access Provisioning
- Application Support
- CyberArk Support
- User account/Active directories
- Support ticketing systems
- Training and Development
- Data analysis and Presentations
Software
Service Now
SharePoint
CyberArk
JIRA
Confluence
Certification
Data Scientist Masters Program by Simplilearn
Timeline
Data Scientist Masters Program by Simplilearn
12-2022
Application Administrator
Tata Consultancy Services
02.2016 - Current
Sr. Associate
Wipro Pvt. Ltd.
04.2013 - 01.2015
Admin Executive
Shashi Structural Engineers Pvt.Ltd. Pune
01.2009 - 12.2012
Purvanchal University
Bachelor of Science from Chemistry
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