Summary
Work History
Education
Skills
Additional Qualifications
Personal Information
Languages
Disclaimer
Timeline
AdministrativeAssistant
Salina Hansrane

Salina Hansrane

Dapodi

Summary

Skilled Service Desk Analyst with relevant experience in managing and resolving service desk issues, optimizing user operations and bolstering system efficiency. Strong technical acumen combined with exceptional problem-solving skills aid in the prompt identification of system glitches to minimize downtime. Proven track record of improving customer satisfaction through timely resolution of IT issues and offering insightful solutions. Notable abilities include strong communication, teamwork, and adaptability in fast-paced environments.

Work History

Technical Support Engineer

Mphasis Limited
  • Alight ( US ) Project: Attend the user’s call analyze, troubleshoot and resolve the hardware and software issues
  • Handling the password reset issue
  • Respond to customer inquiries and assist in troubleshooting and resolving challenges
  • Follow up with the users until the issue is resolved
  • Prepare the ticket for each call and complete the documentation after the ticket is been resolved
  • Bentley (UK ) Project: Handle Calls, Emails Chat and SSP (Self Service Portal) related to the IT issues of Bentley employees
  • Installing and configuring the internal application requested but the users
  • Respond to customer inquiries and assist in troubleshooting and resolving challenges
  • Follow up with the users on daily basis until the issue is resolved
  • Prepare the ticket for each call and complete the documentation after the ticket is been resolved
  • Respond to the user or call back until the issue has been resolved.

Customer Service Associate

Amazon Development Centre (India) Private Limited
  • Handling customer queries related to items ordered from customer’s account
  • We induct work through calls/emails/Chats/ for IT issues for the orders
  • Worked with the US clients for their order related issues.

Administrative Executive

S.B. Patil Group of Companies
  • Auditing the Inward & Outward entries of bills, cheques and documents
  • Stationary records and timely auditing and back filling the deficit material
  • Co-ordinating with courier agencies
  • Planning the official events
  • Daily reports for the employees on their performance
  • Filing work of legal documents
  • Preparing the cheques for supplier
  • Maintaining the purchase invoice records of the suppliers
  • Society formation work.

Executive -Operations

Aegis Limited
  • Handling Customer queries at Escalation points
  • Handling Client Issues and resolving them
  • Training new agents according to the Process requirement.

MS Associate Service Desk Analyst

Altera Health
Pune, Maharashtra
02.2022 - Current
  • L1 Administration Experience in Citrix, VMware, Hardware Support and Managing Active directory
  • Experience in Managing users in Active Directory and giving access & security level permission, assigning Roles and Groups
  • Supported b2b clients for Hospital groups and clinics and provided L1 & L2 level resolutions with respect to health care Applications
  • L1 & L2 support for Clinical application EHR/EMR, SCM, Registration apps like IDX, BTAIX-Putty, and third-party applications like Health insurance portal, MS4, Dragon, E-Scription, Prenatal, etc
  • Experience in creating users in the Active directory and linking the interface of the same with the Clinical Application on the production server
  • Creating, Adding, updating, Deleting, Modifying the users and providing security rights, and assigning Roles in the Production Application on the configuration tool from the back end of the server
  • Monitoring the Application alerts of the running applications and tasks and taking care of the critical alerts of the P1-P2 level
  • Sending out alerts for scheduled and unscheduled activities for maintenance and downtime/outages as well as for Application up-gradation and patching
  • Ticket management experience in ticketing tools like CASD, Service Management and SNOW
  • (Service Now)
  • Queue management and Acknowledgements for Incident/Requests on ticketing tools and ingestions as per the defined SLAs
  • Incident management experience and knowledge of incident life cycle
  • Ticket creation, categorization, and prioritization, P2 notification, Handling outages and Downtimes
  • Worked on Quality and meeting goals within the given SLAs and providing timely resolution and if not resolvable then triaging and collaborating with the L2/L3 support for the same
  • Supported NSD and GMS team over call support under Disaster Management task
  • Root Cause issues analysis, auditing FCR, Tickets and reporting the data
  • Also managing and updating KB's and cheat sheet
  • Took training for new hires and helped them in clearing doubts in production
  • Via Daily Call Bridge
  • Handled team in absence of Supervisor and Manager
  • Conducted Team Huddles, which includes Operational update, Client update and Weekend Activities
  • Conducted Client Focused Meeting which includes Client training referring KB’s which helps to polish technical knowledge
  • (Client related/ updates / troubleshooting etc.) Possess practical knowledge of Word, Excel, PowerPoint, Outlook, Teams, Skype, OneNote, OneDrive, and SharePoint
  • Produced regular weekly and monthly Key Performance Indicator (KPI) metrics for Service Level Agreement (SLA) compliance, Mean Time to Resolve (MTTR), and other critical success factors in service management
  • Daily work would consist of L1 & L2 support for Allscripts applications
  • Knowledge of ITIL Service Management
  • Worked as an On-call support throughout the week
  • Triage, resolve and escalate technical and operational support for all the clients as a Level-1 support for Desktop, Active Directory, Hardware, Network, and different clinical application/software.

Education

T.Y.B.com -

Vidya Bhavan College of Commerce, Pune University
01.2013

H.S.C -

St. Patrick’s Junior College of Commerce
01.2009

S.S.C -

St. Joseph’s Covent Girl’s High School
01.2007

Skills

  • L1 Administration
  • Citrix
  • VMware
  • Hardware Support
  • Managing Active directory
  • Managing users
  • Access & security level permission
  • Assigning Roles and Groups
  • B2b clients support
  • Health care Applications
  • Clinical application support
  • EHR/EMR
  • SCM
  • Registration apps
  • Third-party applications
  • Creating users
  • Linking interface
  • Production server
  • Creating, Adding, updating, Deleting, Modifying users
  • Providing security rights
  • Assigning Roles
  • Monitoring Application alerts
  • Taking care of critical alerts
  • Sending out alerts
  • Ticket management
  • Ticketing tools
  • Queue management
  • Acknowledgements for Incident/Requests
  • Incident management
  • Ticket creation
  • Categorization
  • Prioritization
  • Handling outages and Downtimes
  • Quality management
  • Meeting goals within SLAs
  • Timely resolution
  • Triage
  • Collaborating with L2/L3 support
  • Disaster Management
  • Root Cause issues analysis
  • Auditing FCR
  • Updating KB's and cheat sheet
  • Training
  • Call Bridge
  • Team management
  • Team Huddles
  • Client Focused Meeting
  • Technical knowledge
  • Microsoft Office Suite
  • KPI metrics
  • Service Level Agreement (SLA) compliance
  • Mean Time to Resolve (MTTR)
  • ITIL Service Management
  • On-call support
  • Triage, resolve and escalate technical and operational support

Additional Qualifications

  • Tally ERP 9
  • MS-CIT
  • Excellent Knowledge of MS-Excel, MS Word & PPT
  • English & Marathi Typing
  • Microsoft SQL Server Database Administration Course

Personal Information

Date of Birth: 04/04/91

Languages

  • English
  • Hindi
  • Marathi

Disclaimer

I hereby declare that all the above furnished information is true to the best of my knowledge and belief.

Timeline

MS Associate Service Desk Analyst

Altera Health
02.2022 - Current

Technical Support Engineer

Mphasis Limited

Customer Service Associate

Amazon Development Centre (India) Private Limited

Administrative Executive

S.B. Patil Group of Companies

Executive -Operations

Aegis Limited

T.Y.B.com -

Vidya Bhavan College of Commerce, Pune University

H.S.C -

St. Patrick’s Junior College of Commerce

S.S.C -

St. Joseph’s Covent Girl’s High School

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