Help Desk Support

BHAGYASHREE NAIK

Phone: +1-419-***-**** Email: b **********.**@*****.***

OBJECTIVE Seeking full time position to collaboratively analyze, review business practices and get results which will drive a company to obtain healthy results. EDUCATION The University of Toledo Toledo, OH

Master’s in Science, Computer Science Engineering Graduated December 2017 TECHNICAL

CERTIFICATIONS

●Google Analytics Certified

●Google AdWords Certified

●Python Security Professional

●Cryptography

● Trained Project Management

Professional (PMP)

● Operations Management

● AWS Cloud Practitioner 2018

●Scrum and Agile Basics Certified

●Office 365 Web Content Management

●Data Communication (Networking)

●Certified Digital Marketing Associate (SCDM-A)

●Trained Microsoft Certified

Solutions Associate (MCSA)

●Identity Control and Access Management

EXPERIENCE

April 2018 - Present

June 2016 - December 2017

Nexient, O perational Support Analyst/ Client Support Analyst Kokomo, IN

● Executing regular maintenance tasks on Production systems.

●Working as Tier 2 and Tier 3 Support.

●Working on providing client support and resolve technical issues.

●Primarily working on BMC Remedy for solving Daily Tickets.

●Resolving technical issues via email and ticketing systems.

●Monitoring and troubleshooting basic application systems.

●Helping with the Documentation of all the process.

●Maintenance of Business Intelligence Solutions for Concuity Support.

●Collaborating and attending meetings with Parallon Team for achieving Business goals. The University of Toledo, A uxiliary Service Analyst Toledo, OH

●Perform in a multitude of departments that comprise various auxiliary services.

●Subject-matter expert in providing technical support to users.

●Create, maintain and modify identity cards of university affiliated people.

●Focus on customer service through daily interactions with students, staff and faculty.

●Accurately document and update key statistics for various departments.

●Maintain Budgets and KPI Reports and create weekly and monthly Summary.

●Assess and document report ; settling issues and uncertainty all correlated procedures.

●Generated Database for one the Dept of Auxiliaries using SQL & Visual Basic.

●Update Excel Database for Auxiliary Services Daily.

●Work on Access and Identity Access Management through Blackboard services.

●Monitored and managed support email inbox.

●Performed other tasks as assigned, incorporated a service-based SLA.

●Maintained High level of customer relations with the client and customer.

●Created Analyst Performance reports to deliver it to the Seniors. March 2016 - May 2016 The University of Toledo, IT Help Desk Support Analyst T oledo, OH

● Solved issues related to Outlook accounts, password resets and permissions.

● Worked with iSupport ticketing system and resolved tickets as required.

● Categorized IT Incidents depending on where and how they happened.

● Reviewed help desk tickets into ticketing database within 20 minutes of receiving ticket.

● Perform Quality Assurance Test of the tickets which are submitted and resolved.

● Analyzed, documented and reported the incidents and procedures.

● Worked on-call help desk support for assisting customers with procedures.

● Evaluated user operation inquiries by conducting interviews on data gathering.

● Logged and tracked inquiries timely and accurately.

● Aided customers in managing their official University Account.

● Reported problems and interacted with the software development team.

● Trained new Employees on Responding to calls and creating Tickets.

● Trained New Hire on the ISupport.

January 2015 – June 2015 SITEL - Tech. Dept., J r Business IT Analyst M umbai, India

● Worked with SITEL for Dell application process.

● Assisted customers with setting up laptops and printers and solving issues related to them.

● Attending meetings and give a summary report in form of Powerpoint presentation.

● Troubleshooted computer, technical or network issues and worked towards resolving them.

● Acted as a connection in a Customer-based SLA billing system.

● Performed quantitative and statistical analysis of sales and Data management.

● Facilitated meetings, presented and built consensus with clients. SKILLS Tools: Remedy, iSupport, ServiceNow, CA Introscope, Concuity, Confluence, MATLAB, AutoCAD, Tableau, Blackboard Learn, Identity Access Management (IAM), Neuro Modeler, Visio, SAS Analytics, G-Suite Tools, Spiceworks Tools, JIRA Languages: C, C++, JAVA, JavaScript, MATLAB, HTML, Visual Basic, Python Operating Systems: MS-DOS, Microsoft Windows, Linux, Mac OSX Databases: M ySQL, MS Access, Excel

Softwares: M S Office Suite, Adobe Dreamweaver, Citrix, NetBeans IDE

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