Sonam Agrahari
Mira Road,MH
Summary
- To pursue a demanding senior level Role within a reputed firm with the approach to take up responsibilities to accomplish organizational goals where in my skills and potentials are being utilized to the maximum; alongside focusing on the scope of enhancing my personal skills & gaining maximum knowledge during my tenure to contribute to the growth of the firm. Summary of Qualification
- ITIL - IT Service Management professional, about 5years of career reflecting expertise in IT Infrastructure Management, Operations Management, Process, and Team Management.
- IT Service Management (ITSM) based on ITIL best practices Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk.
- Highly proficient with ticket tracking software (Remedy).
- Adroit in providing effective resolution to customer queries related to production support and improving relationships with the customer by anticipating customer future requirements.
- Align Myself with the organization expectations and contribution to its growth. Capitalize on opportunities to demonstrate my abilities. Identify and set goals for self-development in alignment with the organizations interest.
- Remarkable ability to multi-task and react to a variety of situations at one time.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
11
11
years of professional experience
16
16
years of post-secondary education
2
2
Certificates
Work History
IT Service Desk Analyst
Konica Minolta Marketing Services
06.2019 - Current
- Handling incoming queries and help requests from end users, either via Manage Engine Service Desk Plus ticket or over the phone
- Troubleshooting Windows and Mac Laptop queries for end users with Desktop Central LogMeIn Rescue Application
- Maintaining detailed records of user issues with software and hardware which helps to diagnose and repair complex issues
- Coordinating with Dell / Lenovo for supporting Hardware related queries of the end user’s system
- Managing the Hardware Asset tracker, keeping it updated with the help of IT admin
- Managing the Account setup activities on AD Manager and working on the requests for creating new accounts and setting up mailbox, deletion of Leaver account by following all essential tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type]
- Documented support interactions for future reference
- Responded promptly to incoming sales leads and requests for technical support
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Assisted with updating technical support best practices for use by team
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Translated complex technical issues into digestible language for non-technical users
- Managed high levels of call flow and responded to [Type] technical support needs
- Explained security measures in simple terminology to help users understand malware and phishing threats
- Used ticketing systems to manage and process support actions and requests
- Monitored systems in operation and quickly troubleshot errors
- Provided documentation on troubleshooting of technical processes to support desk staff
- Researched product and issue resolution tactics to address customer concerns
- Submitted service tickets for equipment maintenance requests
- Configured hardware and granted system permissions to new employees
- Identified potential sales and cross-selling opportunities and informed supervisor
- Promoted efficiency among departments with prompt resolution of system issues
IT Executive
Radius Global services
Mumbai
05.2019 - 06.2019
- Carry User Administration activities, setting up new users, amending existing user’s access, data share access & managing ID Deletion process
- Responsible for providing 1st & 2nd level support for all technical issues
- Providing problem diagnosis, using appropriate control tools
- Documenting, logging and managing calls in the Service Management tool to high standards
- Share drive access & configuration
- Handling outlook issue
- Password reset,
- Web based & Linux Based Application Access Creation, Modification & deletion according to set SLA
- Domain Account unlocking, Password Reset
- VPN Troubleshooting & access creation
- Attrition Tracker, Transfer Tracker & OU movement process Management
- Proactively manage Customer expectations through either resolution or updating on progress of their outstanding problems/orders
- Carry User Administration ID creation & deletion
- Escalating and routing the tickets to the next level team with the proper support metrics
- Creating & updating SOP timely basis.
Support Analyst
Infosys Ltd, Vodafone Project
Pune
10.2014 - 04.2018
- Main working area is DSD (Domain Service Desk), The DSD is an Infosys team that provides a single point of interface between Vodafone (GSD / GA / Local Op Cos etc.) and the various Infosys L3 Applications Maintenance teams
- It performs L1 type of activities for components supported by Infosys and is responsible for processing tickets related to Application Maintenance
- Responsible for handling user’s requests / issues generated by ticket generating tool (BMC remedy tool) or via calls within short time SLA, handling international call for processing of tickets
- Able to handle Remedy tool like create ticket, accept ticket, reject ticket, andgenerate report from remedy for Application Maintenance team
- DSD shall handle telephone calls and emails from GSD, GA & Local OpCos and will process tickets received via the Remedy Incident Management tool provided by Vodafone
- DSD will not close any tickets themselves
- The relevant AM team or vendor teams will be responsible for closing the tickets
- To accessing the ticket details, we are using SQL queries in remedy tool and oracle database are using for tracking these activities
- We are monitoring different batches for checking log files were found or not, if not means we need to raise ticket for that respective file and need to call GSD., Managing and Monitoring User Account
- Creating, altering, Locking/Unlocking, Dropping User Account
- Installation, Backup
- Running and Monitoring DAC (Data Warehouse Administration Console)
- Monitoring the Hyperion Task flow Oracle OBIEE 10g/11g through citrix and generating the report and sending the report to client
- Maintenance of servers(weekend)
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
- Supported users with software, hardware and network issues
- Answered customer support inquiries via specialized ticket tracking platforms
- Contributed to on-site and technical support for third-party software titles such as [Software] and [Software] for [Type] personnel
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via [Software]
- Configured and distributed devices used daily by employees
- Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Maintained record of daily individual activities, behaviors and pertinent incidents for patient analysis and assessment
- Used [Software] to create and updated tracking documents
- Collected, aggregated, verified and monitored trend data
- Configured hardware, devices and software to set up work stations for employees
- Patched software and installed new versions to eliminate security problems and protect data
Technical Support Executive
Infosys Ltd Pune Project WeatherFord
10.2013 - 10.2014
- Since Oct 2013 to Oct 2014 Infosys Ltd. Pune
- • Managing and Monitoring User Account.
- • Creating, altering, Locking/Unlocking, Dropping User Account
- • Installation, Backup.
- • Running and Monitoring DAC (Data Warehouse Administration Console).
- • Monitoring the Hyperion Task flow Oracle OBIEE 10g/11g through citrix and generating the report and sending the report to client.
- • Maintenance of servers(weekend)
Technical Support Executive
Infosys LTd Project Name AT&T Bell
10.2012 - 10.2013
- Responsible for ensuring customer satisfaction by handling questions related to the troubleshooting services like TV, Internet and phone service and general bill queries on E-Chat tool ( Talisma tool) or via calls
- Resolving customer bill issues and assistance related to after sales service
- Arranging resolution of customer support issues that can’t be resolved by first line support or Forwarding requests as per escalation policy to higher level of support like (Tier 2 & Tier3) Ensuring all customer communication is professional and accurate
HR Coordinator
Merit Trac PVt Ltd
Mumbai
04.2010 - 12.2011
- Various clients like Accenture, ONGC, Cognizant, Wipro, TCS, Namura, etc
- Responsibilities:
- To conduct Interview for Candidates, and there Joining Formalities
- Collecting Relevant Documents and Experience Letter
- Test-co-ordination, Interview-co-ordination and calling
- Maintaining records and sending reports on daily basis
Education
BMS -
Viva College
Virar, MH 06.2009 - 01.2012
HSC -
Vartak College. (Mumbai University
Vasai, MH 04.2001 - 01.2009
SSC -
NEHS. (National English High School
Virar, MH 04.2001 - 01.2007
Skills
Incident Management Technical Support Managementundefined
Accomplishments
- CS200 Customer Service Proficiency Certified from Infosys Ltd
- (Telecom Domain)
- TECHNICAL PURVIEW
- Operating System/Applications: Windows 7/8 MS Office MS Outlook
- Application: Helpdesk Call logging tools-
- BMS Remedy, Service Desk Tool and AD Manager
Certification
TIL 2011 Certified (Foundation training) in Information Technology Infrastructure Library (Version 3) in Nov 2017.
Additional Information
- ACHIEVEMENTS , Awarded Individual Extra Miler Award Jan 2017 by the Delivery Manager for showing up work commitment and taking initiatives within team Awarded Individual Extra Miler Award Jan 2016 by the Delivery Manager for showing up work commitment and taking initiatives within team Awarded Insta Award – Jul 2015 by the Delivery Manager for showing untiring effort & dedication; proactive spirit & enthusiasm and motivating the team towards great level of excellence. Awarded Ramp Award Feb 2014” by the Infosys HR head for showing commitment and giving 100 % quality. Awarded Team Miler Award Oct2013 by the Infosys HR head for Showing untiring Team Effort & Dedication when team was facing a challenge of taking on high volume of Access Management Requests.
Timeline
IT Service Desk Analyst
Konica Minolta Marketing Services
06.2019 - Current
IT Executive
Radius Global services
05.2019 - 06.2019
Support Analyst
Infosys Ltd, Vodafone Project
10.2014 - 04.2018
Technical Support Executive
Infosys Ltd Pune Project WeatherFord
10.2013 - 10.2014
Technical Support Executive
Infosys LTd Project Name AT&T Bell
10.2012 - 10.2013
HR Coordinator
Merit Trac PVt Ltd
04.2010 - 12.2011
BMS -
Viva College
06.2009 - 01.2012
HSC -
Vartak College. (Mumbai University
04.2001 - 01.2009
SSC -
NEHS. (National English High School
04.2001 - 01.2007
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