Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Projects
Interests
Timeline
Sithika Ashraf Ali

Sithika Ashraf Ali

IT Support Specialist
Bangalore, India ,KA

Overview

3
3
years of professional experience
6
6
Certificates
3
3
Languages

Work History

IT Support Specialist

Booking Holdings
05.2023 - Current
  • ServiceNow: Incidents and Requests Handling and Supporting Tickets Without Breaching SLA 98%
  • Improved users experience and satisfaction 95% by providing permanent resolution with route cause analysis.
  • AV support: supporting and troubleshooting AV issues like Cisco tablets, monitors, Cisco codecs, receivers, power, network AV switches, audio video, and via Appspace; sharing posters on channels and devices
  • Implementing new ideas and plans to improve the user experience and increase the CSAT 100%
  • Coordinated with cross-functional and successfully led the Annual Shutdown and Walk-up Experience Project, delivering it ahead of schedule and achieving high user satisfaction
  • Increased user productivity by 90% by designing and implementing a QR code Project, enabling users to submit issues via form to receive immediate responses from technical support teams.
  • Server Monitoring: Tracking the speed and monitoring the servers and switches performance, errors and alerts in logic monitor and resolving the issues by connecting with console
  • New Hire onboarding: laptop enrollment, laptop setup, app installations, and configuration.
  • Creating KB articles and documents for troubleshooting.
  • Network: supporting VPN, wifi and LAN

Technical Support Engineer

VDart Inc
12.2021 - 04.2023
  • Freshworks ticketing system is used to resolve tickets and maintain SLA and escalation levels
  • Report: Displaying the ticket report as well as other required dashboard reports
  • Network: checking the servers with the IPs and troubleshooting the issues
  • Infra: Monitoring and maintaining the infra.
  • Congratulations and instalation of the operating system.
  • GSuite: Creating IDs in Zoom and Gmail for new users and updating changes to meet their needs.
  • Active Directory: profile creation and updating, password, group policy.
  • SonicWall and Sophos firewall monitoring.

Education

Bachelor of Science - Information Technology

Jamal Mohamed College
07.2017 - 05.2020

Skills

Network troubleshooting - VPN, IP, DHCP, LAN, WAN, FTP, SSH, DNS

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Certification

C, C++, Python with Data Science - NIIT

Accomplishments

  • Received Rising Star Award for outstanding performance and contributions to the team - VDart Inc
  • Earned Customer Champion Award for exceptional customer service skills and innovative approach to improving user experiences - Booking Holdings

Languages

English
Tamil
Malayalam

Projects

Launching a Simple Website using EC2 Instance:

Project Overview:Launched a simple website using an EC2 instance, configuring it to serve static HTML, CSS, and JavaScript files.

Key Responsibilities:

- Launched an EC2 instance and configured the security group to allow inbound traffic on ports 22 (SSH) and 80 (HTTP)

- Installed and configured Apache web server to serve static files

- Created a new directory for website files and uploaded HTML, CSS, and JavaScript files using SFTP

- Configured Apache to serve files from the new directory

- Tested the website to ensure it was serving static files correctly

Technologies Used:

- AWS EC2

- Apache web server

- HTML, CSS, JavaScript

- SFTP

Skills Demonstrated:

- Cloud computing (AWS EC2)

- Web server configuration (Apache)

- Static website development (HTML, CSS, JavaScript)

- File transfer protocol (SFTP)

Annual Power Shutdown:

Project Overview: Successfully executed the annual power shutdown project, ensuring a seamless shutdown and startup of critical systems, including AV systems, while minimizing downtime and ensuring zero data loss.

Key Responsibilities:

- Coordinated with facilities and IT teams to schedule and execute the shutdown

- Conducted thorough risk assessments and developed mitigation strategies

- Developed and implemented a detailed shutdown and startup plan for AV systems

- Ensured all necessary backups and redundancies were in place

- Executed the shutdown and startup plan, troubleshooting issues as needed

- Conducted post-shutdown testing to ensure all systems were functioning correctly

Technologies Used:

- AV systems (audio and video equipment, control systems)

- IT systems (servers, network infrastructure)

- Power management systems

Skills Demonstrated:

- Project management and coordination

- Risk assessment and mitigation

- Technical expertise in AV and IT systems

- Problem-solving and troubleshooting

- Attention to detail and organizational skills

Interests

Technical articles

Documentation and reports

Troubleshooting

Training

Timeline

IT Support Specialist - Booking Holdings
05.2023 - Current
Technical Support Engineer - VDart Inc
12.2021 - 04.2023
Jamal Mohamed College - Bachelor of Science, Information Technology
07.2017 - 05.2020

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Sithika Ashraf AliIT Support Specialist