VERONICA S JAMES
Pune
Summary
Senior Technical Analyst with extensive experience in providing technical support for Microsoft 365 applications, including Exchange, SharePoint, and OneDrive. Demonstrated expertise in managing Azure cloud services and Active Directory, with a proven track record of resolving client escalations and maintaining strong relationships. Recognised with RAMP Awards for excellence in customer satisfaction and first-contact resolution. Skilled in ServiceNow Ticket Administration, networking, and incident management. Adept at delivering training programmes to enhance operational efficiency and minimise resolution times. Career goals include further developing leadership skills and driving innovation in IT support solutions.
Overview
8
8
years of professional experience
Work History
Service Desk Administrator L2
Wipro Ltd
Pune
02.2025 - Current
- Provided technical support to users for hardware and software issues.
- Managed service requests through ticketing system for prompt resolution.
- Collaborated with IT team on system upgrades and maintenance tasks.
- Assisted in training new staff on service desk operations and tools.
- Administration and identify 0365 applications and troubleshooting for exchange, Intune, Share-point Administration.
- Provided technical support to end users for various computer related issues.
- Created user accounts, managed passwords, installed software, and configured printers for new employees.
- Conducted system backups and performed troubleshooting of hardware components such as monitors, keyboards, mice.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Team & Communication along with Daily huddles and Support the Executive.
Senior Technical Analyst
Infosys BPM
Pune
06.2021 - 01.2025
- Provided technical support for Microsoft 365 applications, focusing on Exchange, SharePoint, and OneDrive.
- Managed Azure cloud services, accounts, and password resets.
- Established and managed VPN connections.
- Configured printers and established accounts in Active Directory.
- Handled client escalations effectively to resolve issues and maintain strong relationships.
- Worked on a project for FCR and maintaining the MTTR so that we meet up the SLA.
- Received RAMP Awards for excelling in customer satisfaction, first-contact resolution, and quality outcomes.
- Created and delivered training programmes to improve operational efficiency and minimise resolution times.
- Assisted in the migration of systems and data during upgrades, minimising downtime.
- Delivered remote support to users, guiding them through troubleshooting processes.
- Managed ticketing system to document, track, and resolve user queries efficiently.
- Collaborated with IT teams to roll out new software applications, ensuring smooth adoption by users.
- Managed inbound service desk calls, effectively diagnosing and resolving technical issues for users.
- Provided remote support to users, troubleshooting software and hardware issues over the phone or via remote access tools.
Technical Associate
Foretrend Pvt Ltd
04.2017 - 04.2019
- Worked with first level end users via chat email with resolving and troubleshooting customer issues
- Worked on SAP password reset and VPN configuration and logins
Education
Bachelor of Computer Science -
ATSS college of Business Studies
ChichwadHSC -
Vidya Bhavan Jr College (Science)
ShivajinagarSSC -
St Joseph's Convent Hight School
KirkeeSkills
- Proficient Communication Skills
- Collaborative teamwork
- Keen to learn new things
- Team leadership
- Creativity
- ServiceNow Ticket Administration
- Azure Active Directory
- Employee Onboarding and Offboarding
- SOTI Enrolment and MDM
- O365 & MFA configuration
- Networking
- Incident Management
- Troubleshooting/ Quality control
Accomplishments
- Received RAMP Awards for highest C-Sats, FCR and Quality.
- Created SOP and trained so that the resolving time is reduced.
Projects
- Successfully completed the Project for FCR to maintain the SLA
- Created the SOP's for different regions like NA, Middle East, UK, INDIA
Languages
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Advanced
C1
Timeline
Service Desk Administrator L2
Wipro Ltd
02.2025 - Current
Senior Technical Analyst
Infosys BPM
06.2021 - 01.2025
Technical Associate
Foretrend Pvt Ltd
04.2017 - 04.2019
Bachelor of Computer Science -
ATSS college of Business Studies
HSC -
Vidya Bhavan Jr College (Science)
SSC -
St Joseph's Convent Hight School