SHIMNA K.V.

A technocrat offering nearly 14 Years of experience in all aspects of IT Infrastructure Management Service with experience and dedication in enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

• ServiceDesk Engineer
• Senior Service Desk Engineer
• ServiceDesk Team Lead & Project consultant/Incident Manager

Articulation Skills Cross-Cultural Sensitivity Voice Accent Neutralization Informatica MQ Basics ,Software Testing

• Visa Status: Employment VISA
• Dependents: 2
• Marital Status: MARRIED
• Date of Birth: 02/08/85
• Nationality: INDIAN
• Driving License:INDIA & UAE

Project Title: EMAAR-IT Client: EMAAR PROPERTIES , DUBAI , UAE

Under the payroll of Intertec Systems LLC , GBM & Wipro Technologies , Dubai, UAE

Period:

Intertec Systems LLC: Sept 2020 - Nov.2023

GBM : Sep 2018 - Sept 2020

WIPRO Technologies:Aug 2013- Aug 2018

Career Growth : Service Desk Team lead & ITSM lead,ServiceDesk Engineer, Senior Service Desk

Technologies Used: Ticketing tools like Assyst (AssystNet & Assyst Web portal) and ServiceNow & ServiceDesk, web portals.

Role: Problem Analysis & Resolution, Training, Quality Check,Maitinaing Reports

Key Responsibilities:

• Logging incidents and requests using the appropriate CTI categories.

• Addressing and resolving all logged incidents and requests, escalating unresolved cases to other service desk or appropriate service resources to meet timelines.

• Cultivating and nurturing strong customer relationships by serving as a single point of contact, deeply understanding issues, promptly communicating progress, and ensuring timely resolution or escalation for a positive customer support experience

• Providing first-level support for ConnectNow and Filenet applications, including after-hours and on-call support as needed

• Managing and maintaining Oracle ERP Support, Oracle

Discoverer Report, and Oracle User ID Creation

• Overseeing file server management and access control for files and folders

• Performing mailbox migrations from Exchange Server to

Cloud

• Identifying and resolving incidents and requests related to application software or hardware usage.

• Collaborating with support staff (service resources) to ensure incident resolution, request handling, and comprehensive customer communication.

• Upholding confidentiality standards for patient care and employee information

• Handling provisioning, maintenance, and removal of security privileges for Emaar users

• Conducting calls and ticket audits for the entire

Infrastructure team

• Preparing monthly performance reports, quality audit reports, customer satisfaction reports, and more based on client requirements

• Maintaining comprehensive documentation of ITSM processes and procedures

• Collaborating with cross-functional teams to align IT services with business objectives.

Dulsco, Dubai, UAE

Project Title: Faculty & Students Support

Client: Zayed University, Dubai, UAE

Period: Aug 2012 - Feb 2013

Designation ; IT Support Analyst

Role: Problem Analysis & Resolution

Key Result Areas:

• Logged all Service desk calls/email requests into Problem Reporting System and updated problem
• Profiles Led the troubleshooting/configuration of: o Hardware/software issues on Laptops, Macs & I pads
• Outlook on Laptops, Macs, I phones & I pads o WIFI on Laptops, Mac, I phones & I pad o Network printers in Macs & Laptops
• Installed software while managing formats at the same time
• Provided assistance to faculties & students in printing from I pads, configuring a brand new I pads, hardware & software issues with the help of hardware & software teams
• Provided 90% First Call Resolution by analyzing & resolving problems
• Managed backup and restoration in Laptops, Macs & I pads
• Informing Faculties and students about trends, significant problems, unexpected delays & anything new in the environment
• Informing Users about global problems, scheduled downtime or anything affecting the computing environment
• Analyzed & fixed causes, tests solutions & provided solutions in place to reduce calls to the help desk
• Escalated major issues to the next level & followed up with the concerned technicians for timely resolution

At Infosys Technologies Ltd., Bangalore

Client: Service Corporation International (SCI) (USA)

Period: Jan'06 – Jun'07

Designation: IT Support Engineer

Technologies: Heat Ticketing Tool, VNC Viewer (Remote Tool), Logmein Rescue Tool (Web Chat Tool), Avaya IP Agent

Description: SCI is a leader in Death Care Industry in North America with over 300 locations. The project involved 24/7 supporting the live production environment of SCI's existing infrastructure, which included production operations, security management, database management, application support, server & email administration and help desk support

Key Result Areas:

• Led the troubleshooting of: o Hardware & software issues for Desktops, Laptops,Printers and Scanners
• Issues related to Microsoft Outlook, Internet, VPN Connectivity & Internal Applications
• Resolved issues in the web based application- HMIS
• Guided & mentored new team members with the desktop support & application support
• Managed Email and Chat Support
• Prepared various reports as per the requirement

Title: Analog Device

Period: Jun'07 – Jun'08

Designation: Technical Support Analyst

Role: NT Admin, IIS Administration, SQL Server, DBA, BMC Admin, Hardware Monitoring & Management and

Backups & Restore

Technologies: Windows NT/2K/2K3 Server, IIS 6.0 ,7.0, SQL Server 2000/2005, Windows SharePoint Services, BMC

Patrol Console Server, BMC TMART, HP Data Protector, Dell ITA, Dell Open Manage, HP SIM

Description: Web Infrastructure Support for Production, Staging & Development Environment. This involved planning, deploying, administrating, maintenance and supported to Critical Windows Web Servers and SQL servers. Monitored transaction using BMC TMART & Backup/Restore activities for Windows Servers. Supported Web Tech team regarding availability and performance of internal and external sites of Analog through BMC Patrol, BMC TMART, and Remedy AR System