VANSHIKA BANSAL
Delhi
Summary
Dynamic Senior Engineer with extensive experience , excelling in Azure administration and incident management. Proven track record in optimizing workflows and enhancing user support, while effectively training teams. Adept at leveraging ServiceNow for efficient issue resolution, ensuring compliance with ITIL standards, and fostering strong client relationships.
Overview
4
4
years of professional experience
Work History
Senior Engineer Service Support
Sopra Steria
01.2023 - Current
- Ensured compliance with ITIL procedures, quality management systems, and ISO9001 standards.
- Tracked incidents and service requests using ServiceNow for effective issue resolution.
- Monitored Disk Space and troubleshot alerts on Windows systems promptly.
- Managed system downtime alerts to minimize operational disruptions.
- Prioritized SLA targets while addressing incidents and service requests efficiently.
- Provided comprehensive support for applications, including Azure, VMs, Office 365 Admin Center, Citrix ,and Active Directory..
- Handled issues related to servers rebooting, HCL Notes, and helping end users in system setup.
- Manage RDP servers and Citrix servers, ensuring server and storage utilization.
- Worked on SOC alerts and tickets.
- Managing users' devices on Intune and deploying applications on users' machines using Intune.
- Executed user onboarding and offboarding processes per IT guidelines.
- Delivered remote assistance to strengthen IT infrastructure for offshore and onshore clients.
- Helping in with team management, escalations calls, providing task cards, dealing with Priority calls
Incident management and prioritizing workflow - Manage alerts on system and workstations
- Provide input to the team lead regarding areas for process and procedural improvement b conducting quality and auditing checks
- Established strong working relationships with clients through participating in weekly v1 meeting and monthly team meeting
- Optimized engineering processes by implementing innovative solutions and streamlining workflow.
- Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment
Technical Support
Teleperformance
02.2022 - 12.2022
- Provided technical support during critical situations, minimizing disruptions to daily operations.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Streamlined technical support processes for improved efficiency and increased user satisfaction.
- Implemented remote desktop solutions to provide offsite technical support for clients efficiently.
- Provided technical support during software installation and configuration.
- Enhanced customer satisfaction by providing prompt technical support for troubleshooting and resolving issues.
- Worked as Ba specialist in level 2 in providing application support via email , chat and phone
- Provided technical support, effectively addressing user concerns and system issues.
- Provided technical support during integration of new technologies into existing networks.
- Offered technical support and troubleshot issues to enhance office productivity.
- Enhanced customer satisfaction by providing timely and effective technical support to clients.
Education
MBA - Marketing And Hr
Swami Vivekanand Subharti University
Meerut07.2024
BCA - Computer Science And Programming
Chaudhary Charan Singh University
Uttar Pradesh11.2024
High School Diploma -
Sachdeva Public School
New Delhi, India04.2017
Class 10th -
Sachdeva Public School
New Delhi, India04.2024
Skills
- Azure administration
- Intune Management
- Incident management
- Training and mentoring
- ServiceNow tracking
- SLA response management
- RDP and Server Monitoring
- Service Now and SMAX
- Application support
- Network configuration
- User support
- Software support
- Network administration
- System administration
- Technical documents comprehension
- Active Directory
Hobbies
Reading books , Listening Music,Cooking Dancing and Riding Bikes
Personnel Information
Address : Ashok Vihar , Delhi
Timeline
Senior Engineer Service Support
Sopra Steria
01.2023 - Current
Technical Support
Teleperformance
02.2022 - 12.2022
MBA - Marketing And Hr
Swami Vivekanand Subharti University
BCA - Computer Science And Programming
Chaudhary Charan Singh University
High School Diploma -
Sachdeva Public School
Class 10th -
Sachdeva Public School