Service Now Reporting and Management
Shefali Pardeshi
IT PROFESSIONAL - END USER DELIVERY
PUNE
Summary
IT PROFESSIONAL - END USER DELIVERY Seeking a challenging and rewarding career with a leading organization, where I can contribute my knowledge and skills for the growth and development of the organization and to be able to implement solutions that meet the customer requirements using my inter-personal skills and expertise.
Senior Systems Engineer with 8 years of experience in system virtualization and network security. Motivational team leader aligns cross-functional teams with business objectives to achieve key metrics.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Sr. System Engineer
LAUREN INFORMATION TECHNOLOGIES PVT. LTD
Pune
05.2020 - Current
- Lauren weaves excellence with technology and fabricates services that are carefully engineered to counter substantially increasing challenges that are detected in ever modernizing IT industry
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Analyzed security logs to determine and alleviate network threats.
- Implemented security measures and software to maintain network integrity.
Technical Support Associate
Tech Mahindra
Pune
09.2018 - 03.2020
- Anand Mahindra is the founder of Tech Mahindra, which is headquartered at Pune, India
- Tech Mahindra has operations in more than 51 countries with 40 sales offices and 72 delivery centers
- Worked as a part of Service Desk team and helps the associates in resolving issues related to different applications
- Also Responsible for providing 1st level / 2nd level/ support to end-users in troubleshooting and resolving PC problems
- Review and provide input to team members and managers on issues related to patching, integration, application delivery, and on-line documentation
- Used remote control capabilities in SCCM 2016 to fix common Windows issues for users
- Remote support using MSRA, WebEx, Lync 2010/2013 etc and Adding/removing hostname from the
- Application AD groups as per user request
- Resolved/closed/created tickets using Service Now (SNOW) ticketing tool
- Contact : +914023117011
Technical Support Associate
Concentrix Daksh Services India Private Limited
PUNE
05.2015 - 05.2017
- Concentrix, a business services company, is a subsidiary of SYNNEX Corporation since 2006
- Its parent, SYNNEX sits at number 198 on the Fortune 500 listing
- Concentrix is headquartered in Greenville, SC
- Concentrix provides service in 10 industries: Automotive, Banking and Financial Services, Consumer Electronics, Energy and Public Sector, Healthcare
- Services, Insurance, Media and Communications, Retail and e-Commerce, Technology, and Travel, Transportation and
- Tourism
- Monitor calls using Call Tracking Systems like Citrix and Ensure all calls are closed well within agreed SLA & customer is informed about problem resolution
- Providing Remote Support to International users over the phone and chat
- Remote support using Remote Assistance, WebEx, Lync 2010/2013 etc
- Remotely resolving MS outlook related calls
- Troubleshooting of Wi-Fi Issue and, WebEx Issue
- Installation, configuration & troubleshooting of VPN Clients
- Analyzed, identified, and resolved software program conflict
- Handling customer complaints with proper escalation follow-up
- Coordination with backbone teams, upstream teams, vendors & customers for timely resolution
- Resolved/closed/created tickets using Remedy Ticketing tool.
Customer Executive
Tata Business Support Services Ltd, PUNE
Pune
10.2013 - 09.2014
- (Tata BSS) is wholly owned subsidiary of Tata Sons , providing outsourced contact center services to large telecommunications operators, Internet service providers, DTH service providers, and online travel agencies amongst other domestic (Indian) and international clients
- Tata BSS is among third-party outsourced customer service providers in India , serving domestic as well as international customers
- With facilities across 21 "global delivery centers" that accommodate more than 23,000 employees
- Remotely resolving MS outlook related calls
- Installation, configuration & troubleshooting of VPN Clients
- Assisting End user with LAPTOP and Desktop Related issues.
Education
Bachelors of Commerce -
UNIVERSITY OF PUNE
Pune 07.2010 - 05.2013
PUNE -
JAI HIND JUNIOR COLLEGE-PUNE UNIVERSITY
Pune 07.2009 - 05.2010
SSC -
JAI HIND JUNIOR COLLEGE-PUNE UNIVERSITY
Pune 07.2007 - 05.2008
Skills
Project Management
Technical Analysis
Cloud Computing
Staff Management
Employee scheduling
Training
Operations management
Root Cause Analysis
Mobile device management
Excellent Communication
Dependable and Responsible
Software
Active Directory
Timeline
Sr. System Engineer
LAUREN INFORMATION TECHNOLOGIES PVT. LTD
05.2020 - Current
Technical Support Associate
Tech Mahindra
09.2018 - 03.2020
Technical Support Associate
Concentrix Daksh Services India Private Limited
05.2015 - 05.2017
Customer Executive
Tata Business Support Services Ltd, PUNE
10.2013 - 09.2014
Bachelors of Commerce -
UNIVERSITY OF PUNE
07.2010 - 05.2013
PUNE -
JAI HIND JUNIOR COLLEGE-PUNE UNIVERSITY
07.2009 - 05.2010
SSC -
JAI HIND JUNIOR COLLEGE-PUNE UNIVERSITY
07.2007 - 05.2008