Customer Service Engineer
Resume:
Résumé
Shilpa Mathur
******.******@*****.***
New Zealand Citizenship and passport.
Education
Jan 2004 - Dec 2006 Manukau Institute of Technology, Auckland, New Zealand
Bachelor of Engineering Technology (Computers & Networking)
CCNA and CCNP Certifications
Jan 1999 - Dec 2003 Macleans College,
Auckland, New Zealand High School
Jan 1997 - Dec 1998 Bucklands Beach Intermediate School,
Auckland, New Zealand Intermediate School
Jan 1995 – Dec 1996 Macleans Primary School,
Auckland, New Zealand Primary School
Cleared MCP 70-290 exam in August 2008.
Pursing ITIL V3 Certification
(Results and Testimonial are available upon request)
Work experience
Salesforce.com
20th September 2010 – 31st March 2013
Gurgaon, India
Senior Global IT Service Desk Analyst
Work Profile:
Joined salesforce.com as IT service desk analyst in September 2010, was promoted to Senior
Analyst October 2011. I also trained and mentored new hires, guiding them through the
processes, SLA and troubleshooting within the Salesforce environment.
I was sent to San Francisco in December 2010 for training. Also I have worked in the London
office for 3 months in 2012, to understand the EMEA processes better.
I am the SME for company termination process, - this process included working with terminated
users active directory, exchange, Blackberry exchange server and also RSA tokens.
I have worked extensively on the new hire process as well. If there were any issues within the
company related to termination I am the first point of contact.
I am also the SME for GoToMeeting and Intercall accounts within the company. My
responsibilities for the audits include running them quarterly for GoToMeeting and Intercall. These
audits are meant to check activate user against deactivate users.
My other job responsibilities include:
• Monitoring and providing support for various computing platforms. Which include MAC’s
and Window’s machines.
• MS Exchange and Active Directory Support.
• Managing and maintaining Windows Servers and client Operating System i.e. XP, Vista,
windows 7.
• Trouble shooting Apple devices such as iPad and iPhone, also troubleshooting VPN/RSA
on the IOS devices.
• Troubleshooting and maintaining RSA application and VPN Client on MAC OS X, and
windows 2007
• Working on Salesforce CRM application, also supporting CTI.
• Managing, maintaining and, providing Citrix application support to end-users.
• Determine the source of problems (hardware, software, user access, etc.) and take
necessary actions to resolve within SLA.
• Handle multiple cases at the same time with varying degrees of severity.
• Providing application support over the phone or email to the internal users by answering
their queries and giving solution that facilitates correct operation of software.
Securecom
Auckland, New Zealand 6th Aug 2007 – 12th Sep 2008
Junior Network Engineer
Job Profile
I joined SecureCom as a junior network engineer; I was trained to configure routers, switches as
per client requirements. Also was working with the helpdesk team to build my support and
analytical skills. My responsibilities included:
• Configuring Cisco Routers and Switches as and when required.
• Working with a team of professionals, providing optimal customer service and, achieving
organization goals.
• Configuring any generic off-the shelf routers and switches (D-link, Netgear, 3Com) as per
the customer requirement.
• Providing LAN and WAN set up for the networks using, FRAME RELAY, ISDN and
Routing Protocols and, configuring network security on routers and switches.
• Determining the source of problems (hardware, software, user access, etc.) and taking
necessary actions to resolve the issue within the SLA.
• Providing MS Exchange 2003 and Win2003 Active Directory Support.
• Handling escalated cases from Tier-1 engineers.
• Configuring HP Thin clients running Citrix and supporting the thin clients.
• Providing application support over the phone or email to the customers by answering
their queries and giving solution that facilitates correct operation of software.
• Hands-on experience in assembling, repairing and installing Operating Systems in PC.
Carter Holt Harvey
Auckland, New Zealand 8th Jan 2007 – 11th July 2007
Service Desk Analyst
Job Profile
I was recruited from university upon completion of my degree. As a service desk analyst I was
responsible for:
• Monitoring and providing support for various computing platforms.
• Optimizing customer satisfaction by providing excellent customer service.
• MS Exchange and Active Directory Support.
• Answering calls from the customers and, providing solutions remotely.
• Managing, maintaining and, providing Citrix application support to end-users.
• Troubleshoot computer problems remotely.
• Skills in planning, organizing, and adapting within a multi-tasking environment.
• Determine the source of problems (hardware, software, user access, etc.) and take
necessary actions to resolve within SLA.
Key Project
B.E. final year project, MIT Auckland
July’06 to Nov’06
Successfully completed the project on Multi Service Single Access (MSSA) network using VoIP
technology, Cisco 2600 and 2800 series Routers, 3550, 3560, 3600 series Switches and Cisco
7940 VoIP phones.
A Model network was created, where Voice packets were given priority over data packets thereby
ensuring that optimal voice quality is achieved any voice packet loss and, minimal to none data
packet loss.
Contact this candidate