Rasmita Nayak

I define myself as: Adaptive | Quick Learner | Reliable | Flexible

Highly adaptable team leader with excellent background of quick and effective performance. Highly experienced in performing quality assurance, issue resolution and interpersonal skills. Highly effective at troubleshooting and supervising talented teams.

• ITIL Foundation
• Azure – 900
• Current Roles and Responsibilities:
• Team Lead: Experienced in Operations and People Management in the areas of Identity and Access Management, training, information security governance and oversight
• Adept in building strong relationship with IT Staff and customers
• Managing user life cycle identities which includes but not limited to following:
• User provisioning and deprovisioning on more than 500 + client-based application
• Managing users and shared mailboxes in exchange server and Office 365
• Creation and Management of Distribution Lists in both Office 365 and MS Exchange Server
• Document and maintain internal procedural standards related to delivery role
• Acting as the centralized point for delivery of standard security and identity management function
• Actively participate in preventive maintenance, by documenting common problems and sharing information required for team for flawless delivery
• Previous Experience: Service Management:
  
• Generating the regular daily, weekly and monthly operational reports required to run and continuously improve the day-to-day operations of Accenture’s scope of work
• Generating any ad hoc service reporting requested to focus on key areas or time frames
• Generating and verifying the monthly SLA reports
  
• IT Helpdesk Associate:
  
• Technical assistance provided to users working for a Japan based Pharmaceutical Company located in United States
• Specially resetting network password, technical issues related to Outlook, Networking and Printers and helping to install the Third-Party application
• Technical Support Engineer:
  
• Parallels Desktop is virtualization software using which Operating System like Windows or Linux can be installed on Macintosh
• It facilitates to work both the Mac and other operating system simultaneously without rebooting
• We deal the customer via phone, chat and email support
• Website: http://www.parallels.com
  
• Senior Technical Support Executive:
  
• It is a part of the Search Engine Marketing (SEM) team providing the first level of voice support contact for customers’ from US, Canada and U.K
• Responsibilities includes selling of technical support service subscriptions for home users by the client iYogi Technical Support (Website: http://www.iyogi.com ), setting up of customer service interface through Voice and Remote Support, diagnosing the technical problems on the customers’ computers and supervising the Level 1 troubleshooting agents with fixing the problems and ensuing that the sales and resolutions target are met as per the company norms
  
• Key Responsibilities includes:
• Plan and deliver tasks and oversee a process/project within the agreed timescales
• Work co-operatively with all colleagues for the benefit of the Clients
• Take responsibility for the work and team ensuring high levels of attention to detail
• Constantly seeking improvement and creating a climate where others are encouraged to do the same
• Actively looking for ways to improve service and initiating them or bringing them to the attention of others
• Monitor own quality of delivery levels
• Driving and coordinating on priority client call
• Acting as a Support for the new joiners and trainees
  
• Recognition
• Encore Awards for best performer
• Got Reward & Recognition from client for outstanding effort for resolving client security issues
• Star of the month
• Best deliverables on client visits.