Sonam Suley
Bhopal,MP
Summary
Having 9 years of IT experience in handling issues of Notes, Google, Desktop, Printers, connectivity issue. Handling calls regarding Shared drive issues, active directory. Voice support for India, US customers, related to issues regarding the application and Desktop support. Working as a Floor support for customer data and request such as expedite, order status, change or cancellation and order for smartphone issues. Motivating the team to achieve First Call Resolution (FCR) and maintain less Average Call handling time (AHT) and maintaining the Service Level Agreement (SLA). Handling new client enquiries and acting as the face of the business. Excellent communication and presentation skills and customer-oriented attitude. Self-motivated, quick learner and quick to adapt to any changes has helped to be result oriented. Mentoring and training up junior and new staff. Experienced for supporting environment. Good analyzing skills and understand user requirements. Encourage team members and creates a positive working environment. Dealing with escalation calls expedites the requests and complaints for quick resolution Involved in the recruitment of new staff. Worked as a lead in organization. Worked for reopen, cancelled, audit of incident & request numbers. Engineer’s performance tracking, monthly dashboard.
Overview
1
1
Language
9
9
years of post-secondary education
17
17
years of professional experience
Work History
IT Analyst
Accenture Bangalore
Bangalore, Karnataka
01.2017 - Current
- SYSTEM ADMINISTRATION SKILLS.
- Installation of Windows 2000 Server, 2003 Server.
- Administration of Windows 2003 Server.
- Configuration of ADS, VPN, and troubleshooting.
- Configuration and troubleshooting of DHCP and DNS etc.
- Backup and Recovery of data.
- Troubleshooting of Client Machines.
- Implementation and Support of LAN.
- Cloud Computing.
Sr.IT Analyst, Shift Lead
Accenture
01.2017 - Current
- Handling P1 call for all projects from CS team perspective.
- Audit,.
- Creating and uploading Artifacts on monthly basis.
- Team management activities handling and performing.
- Performing Incidents management role and doing audit.
- Creating dashboard presentation for location to show monthly data.
- Handled ISO 20k audit,.
- Providing technical support to our team.
- Joining in Application KT Sessions and play role of L1 support team.
- Creating engineer performance dashboard on monthly basis.
- Doing Reporting from Gamification tool.
- On Daily basis doing Re-open, cancelled incident tracking for Bangalore ops.
IT Analyst, SME, DESKTOP Expert
PwC
01.2014 - 01.2017
- Handling Tickets for Desktop related issues, Network support.
- SCCM, AD, Connected Backup, Mcafee epo.
- Job Responsibilities: -.
- Voice, ESS and chat support for the United States of America.
- Dealing with escalation calls expedites the requests and complaints for quick resolution.
- Preparing Knowledgebase Information after discussing with business.
- Joining in Application KT Sessions and play role of L1 support team.
- Using existing templates while creating Articles and SD tickets.
- Handling new client enquiries and acting as the face of the business.
- Desktop issues like login, Wireless and Wired connectivity issues, helping customer resetting the passwords example GUID (Global User ID) password, Lotus Notes and Windows password,.
- Helping Customer with the system performance.
- Providing quick and right solution in given time.
- Dealing with escalation calls expedites the requests and complaints for quick resolution for hardware devices.
- Handling new client’s enquiries and acting as the face of the business with regards to their technical queries.
- Dealing with Microsoft office 2010 and 2013 technical issues, including functionality issues.
TCS Bangalore
07.2012 - 01.2017
Started Corporate journey from DB project. Started learning on putty.
-Handled server alert.
-Handled server properties.
-Worked on Incidents & SR.
-Grasp knowledge on networking.
Education
Associate of Science - Master of Computer Application
Rajeev Gandhi Prodyogic Technology Vishwavidyalay
Bhopal 09.2009 - 06.2012
Associate of Science - Bachelor of Computer Application
Barkatullah University
Bhopal 06.2006 - 06.2012
Skills
Installation of Windows 2000 Server, 2003 Server
Accomplishments
- Project: #1.
- 2012- 2014.
- Itsupport : - D.
- B Project.
- Description :- Worked with Singapore, UK, USA customer for IT support.
- Designation : - Team member.
- Job Responsibilities: -.
- Application java, WebLogic, Unix Support Handling tickets Project: #2.
Additional Information
- 2012 78% BCA Extol Collage Barkatullah University 2009 65% XII Pushpa H. S. School State Board 2006 78% X Pushpa H. S. School State Board 2004 81.2
Net Surfing, Cooking, Outing wanted to cover alteast India's places
Like to search new things on internet. Online shopping.
I can cook all types of veg & Non- Veg Dishes.
Visited many places in india, left with Rajasthan, East india, Kashmir, Gujrat.
Timeline
IT Analyst
Accenture Bangalore
01.2017 - Current
Sr.IT Analyst, Shift Lead
Accenture
01.2017 - Current
IT Analyst, SME, DESKTOP Expert
PwC
01.2014 - 01.2017
TCS Bangalore
07.2012 - 01.2017
Associate of Science - Master of Computer Application
Rajeev Gandhi Prodyogic Technology Vishwavidyalay
09.2009 - 06.2012
Associate of Science - Bachelor of Computer Application
Barkatullah University
06.2006 - 06.2012
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