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
undefinedSoftware
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
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