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Jessica Claire
  • Montgomery Street, San Claireco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Dedicated, customer-focused administrative professional offering significant experience in self-directed positions requiring effective support and administrative abilities. Proven interpersonal, communication and multitasking skills. Adaptable team player recognized for willingness to learn and teach newly acquired skills

Skills
  • Computer Networks
  • Operating Systems: Win Server 2012, Win 7 and Win 10
  • ITIL Foundation certified
  • Understanding of Windows, Office 365 and Cloud Infrastructure
Experience
MDM Specialist , 11/2019 - 05/2020
Lowell General Hospital Lowell, MA,
  • Provide telephone and email based post-sales technical support for our software products.
  • Installation, Configuration & Management of MDM tool.
  • Software Distribution, Data Encryption, Corporate email configuration on mobile devices like iPhone, iPad, Android, WIN Mobile etc.
  • Manage, maintain, support, troubleshoot and optimize mobile solution presently in place while making suggestions and adjustments to future needs
  • Participate in cross-functional teams and serve as the liaison for Customer Care.
  • Resolution of problem/request logs within contracted SLA targets and ensuring users are regularly updated.
Incident Manager IT Operations, 11/2017 - 10/2019
NIIT Technologies City, STATE,
  • Responsible for Level-2 Escalations, SLA & IT Infrastructure Management.
  • Keeping track of critical or major incidents and sharing RCA with customers.
  • Ensuring that service delivery takes place based as per Service level agreements.
  • Take ownership of Incident and maintain the effective communication with customer also respond to all incidents within defined timeframe.
  • Ensure Service Delivery as per agreed SLA.
  • Management of various Router, switches and Network devices.
  • Prepare RCA for sev1 incidents.
  • Responsible for handling critical incident severity 1, 2 on call, quickly address the critical alerts and follow up with technical teams till the resolution.
  • Thorough knowledge of IT infrastructure, TCP/IP, networking and information system security principles, practices and technologies.
  • Knowledge and understanding of basic networking principles and best practices
  • Ensuring Prompt communication to all users in case of any Major failure or breakdown as a part of Incident Management Process.
  • Responsible for working in hand with monitoring teams to drive incidents generated via monitoring tools.
Team Member CS Specialist , 08/2015 - 04/2017
Aon Hewitt City, STATE,
  • Client Support Specialist and managing service delivery key skills are Incident Management, Client Engagement, Monitoring Critical Incidents, Client resource and services respond to queries and emails. Liaising and coordinating with other teams to provide service as per clients request within the defined SLA. Basically it is blend Incident Management and Problem Management
  • Uses standardized methods and procedures for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents.
  • Prepare and distribute incident notifications as well as end of impact, incident summaries and open a Problem Record for RCA.
  • Creating Tickets, CRs and escalating them to the right support groups after following defined procedure and diagnostic for particular customers, environments and DCS.
  • Performing routine activities and maintenance task to keep up the services and the managing the frequency of alerts using various suppression techniques.
  • Taking care of Incident Management L2 and L3 bridges and drive them to resolution using Incident Management Techniques under ITIL guidelines.
  • Making sure of SLA fulfillment (ownership time, response time, resolution time)
Service Desk Specialist, 10/2013 - 07/2015
ITESS Technologies City, STATE,
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Assisted in technical support process refinement to improve customer service and support.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Assisted online users via live chat, web conference and phone to resolve issues. Maintain inventory of IT supplies by checking and documenting levels regularly.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education and Training
BBA: Business Administration, Expected in 09/2013
-
Vinayaka Mission University - Salem Tamil Nadu India,
GPA:
MBA: Master in Business Administration , Expected in 05/2016
-
Manav Bharti University - Himachal Pradesh India,
GPA:

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Resume Overview

School Attended

  • Vinayaka Mission University
  • Manav Bharti University

Job Titles Held:

  • MDM Specialist
  • Incident Manager IT Operations
  • Team Member CS Specialist
  • Service Desk Specialist

Degrees

  • BBA
  • MBA

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