Harika Koppisetti
Tech Operations Associate
Hyderabad
Summary
Proven IT professional with extensive experience at Alliantgroup India Talent Private Limited, specializing in application support and access management. Expert in ServiceNow administration and Active Directory, demonstrating exceptional problem-solving skills and a commitment to enhancing customer satisfaction. Achieved higher customer satisfaction rates through effective collaboration and technical expertise.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Service Desk Associate
Alliantgroup India Talent Private Limited
10.2023 - Current
- Application support: Identifies, resolve and diagnoses problems for various applications.
- Ticketing tools: Extensive experience with ServiceNow and Jira for managing and resolving tickets.
- Issue Diagnosis: Proficient in diagnosing and resolving end-user application issues related to access and functionality.
- Access Management: Experienced in using Azure and Active Directory tools for user access management and resolving access-related issues.
- Coordinated with other departments to resolve escalated issues promptly and effectively.
- Enhanced customer satisfaction by providing timely and accurate assistance with service desk inquiries.
- Collaborated with team members to address complex technical issues, resulting in higher customer satisfaction rates.
Tech Operations Associate
Wells Fargo
04.2021 - Current
- Currently working on Incident Management, Problem Management, Request Management, Change Management, Asset Management, Release Management, IT Cost Management.
- Maintain Service level agreement ( SLA ) and monitor SLA workflow.
- Provide end-user technical support to resolve issues, answer questions and provide additional training as needed.
- Manage Active Directory (AD) user account creation, administration, troubleshooting, and adding OU Admins to user groups, adding group policies based on requirement.
- Creating active directory and different domain accounts for users using ZAPP tool.
- Provisioning multiple OKTA tenants such as Salesforce, UltiPro, Slack, Concur for users, ADM accounts, and service accounts and assigning/reassigning licenses based on business requirements.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Desktop Technical Support
HCL Technologies
02.2019 - 04.2021
- Install, upgrade, support, and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment.
- Configure antivirus software to fully protect IT environment.
Monitor performance of computer systems and address issues as they arise. - Collaborate with the Infrastructure & Web Applications teams to resolve complex issues and ensure efficient operation of the desktop computing environment.
- Documented technical knowledge in form of notes and manuals. Preparing Knowledge based solutions.
- Install latest versions of Operating Systems on demand as per requirements of clients using Microsoft SCCM.
- Worked on application management in SCCM and troubleshooting software distribution issues through logs.
Education
B.Tech - Mechanical Engineering
Godavari Institute of Engineering And Technology
Rajahmundry 06.2011 - 07.2015
Intermediate - M.P.C
Sri Chaitanya Junior College
Rajahmundry 07.2010 - 06.2011
Skills
Service now administration, Active directory, ZAPP, OKTA, ITIL
MS Office, SCCM, DSM, Proxy Master-Pro
Application configuration and troubleshooting, Software center, Remote support, Customer support, Problem Solving
Wanda, ART, Desktop Director, WARP, Request Center
Accomplishments and Certifications
Certification on a Service Management framework such as ITIL 2011 foundation.
Certification in ServiceNow administration and Active directory administration.
Received certificate of appreciation, CSAT and also employee of the year award 2020.
Timeline
Service Desk Associate
Alliantgroup India Talent Private Limited
10.2023 - Current
Tech Operations Associate
Wells Fargo
04.2021 - Current
Desktop Technical Support
HCL Technologies
02.2019 - 04.2021
B.Tech - Mechanical Engineering
Godavari Institute of Engineering And Technology
06.2011 - 07.2015
Intermediate - M.P.C
Sri Chaitanya Junior College
07.2010 - 06.2011
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