Service Desk North Carolina

Sonali Dani

ad5t40@r.postjobfree.com Cary, North Carolina

Profile

IT Service Desk Professional with extensive IT background of 12+ years of experience in IT Customer Support, development and maintenance.

Highlights

● Service Desk

● Troubleshooting proficiency

● Solid analytical skill

● Installations & Configuration

● Building VMware images

Skills

● ServiceNow

● HEAT

● DUO

● MS Azure

● Active Directory / LDAP

● Avaya

● Interaction Desktop

● Intune Company Portal

● Microsoft 365

● Windows Server OS

● MS SharePoint Server

● SQL, SQL Server

● C#, ASP.Net, HTML

● Lego Robotics programming

Education

● Master of Computer

Applications (M.C.A)

● Bachelor of

Commerce

Work Experience

1. Sr Service Desk Analyst - National General Insurance an Allstate Company [August 2022 – April 2023

- Cary, North Carolina 27519 USA]

■ Provide end user support via Phone/chats for topics such as password reset/account lockout for Microsoft Office Apps, DUO setup and Authentication issues, VM reset issues, Citrix account reset as well as internal applications used for business purposes

■ Understand the Business users such as internal and external users and provide support based on the guidelines

■ Coordinate with the internal Business units for any issues occurring to the end users for their account related issues

■ Install, Configure, and troubleshoot tool and software such as Citrix workspace, Interaction Desktop, DUO setup

■ Skills used – HEAT ticketing tool, Citrix workspace, Interaction Desktop, Active directory, MSRA and Microsoft Office applications

2. IT Service Desk L1 Analyst - Cox Communications [April 2021 – August 2022 - Cary, North Carolina 27519 USA]

■ Provide end user support via Phone/chat/web submission for topics such as Active Directory password reset/lockout, Microsoft 365, Unified Communication tools, SailPoint, as well as internally developed applications

■ Develop understanding of business roles and user personas -- e.g. back office, call center, field support, retail, and sales

■ Follow ServiceNow incident management process to resolve or escalate tickets. Ensure that appropriate documentation is added for L2 teams

■ Contribute to accuracy of ServiceNow knowledge management

■ Ensure that high impact scenarios follow defined major incident management process

■ Prioritize incidents based on business impact and user persona

■ Maintain awareness of high impact change requests

■ Conduct periodic reviews with the Service Desk manager to ensure personal KPIs are met and improved.

■ Install, Configure, and troubleshoot tool and software such as Citrix workspace, Avaya softphone, physical Avaya phone, M365 products, Adobe products and so on

■ Skills used - Active directory, exchange server, printers, MS Azure AD, remote support using Beyond Trust, MSRA, quick learning and thinking, and any other skill that has to be picked up or used on the fly as needed

Teaching experience other than IT

Having 5+ years of experience in teaching Lego Robotics, Scratch, WeDO, App dev, SPIKE prime Lego app and MindSTORM EV3 in Elementary and Middle schools Past work experiences:

1. Intellect Group Solution, Singapore - IT Consultant Clients:

- Ministry of National Development, Singapore

- Ministry of Trade & Industry, Singapore

■ Migration of SharePoint portal 2010 to 2013 including installation, configuration and administration.

■ User Training & Support of SharePoint 2013 and SharePoint based functionality.

■ Installation and configuration of Microsoft Windows Server and SharePoint server.

■ Develop and deploy web parts for SharePoint.

2. Singapore Management University - Instructor & Developer

■ Design lab material, assignments and projects for IT degree courses.

■ Building Virtual images using VMWare Player.

■ Installation of software such as Microsoft Windows Server, SQL server, SharePoint Server, etc.

■ Troubleshooting configuration and installation issues.

■ Mentoring students to develop projects using SharePoint portal, ASP.NET, C#, MS SQL, My SQL and other open-source technologies.

■ Help to troubleshoot project related issues via Remote Desktop Client or RDP and TeamViewer.

■ Developed web-based portal “Teaching Load Management System” for

Staff allocation to courses

Student to course allocation

Reports to show allocation.

■ The portal was developed using ASP.NET 3.5, C# and MS SQL Server.

■ User training and support for TLMS applications in the university. 3. Accenture, Singapore - Software Developer

Client: Singapore PowerGas SP Services

Project: Gas Transport IT System Solution

■ Requirement analysis and preparing design documents.

■ Develop end to end module based on MVC architecture using MS.Net, C#, Microsoft SQL Server, Accenture’s in-house ACS.Net and MS SSIS frameworks.

■ Update the status of assigned tasks and bug fixes on Online Defect Tracking System. 4. L & T Infotech, India - Developer

■ MerceHR - HR Strategy and Transformation for Marsh and McLennan, USA

■ Support US based clients to answer system related questions.

■ Log incidents and bugs into the tracking system.

■ Fix and deploy bugs and inform clients with updated status.

■ Understand functional specification and develop DCTs using Forms Publisher and Form API, TPLs, workflows, and Data deploy descriptors.

NACT Transaction system for NACT Inc, USA

■ Enhancement of NACT Transaction System (NTS)

■ Understand and develop transaction reports.

■ Develop reports using JAVA, JSP, Tomcat and Informix 9.4 Inventory Management System for L & T Infotech

■ Gather requirements from the IT infrastructure management team for building inventory management systems.

■ Develop using Microsoft ASP.NET, C# and SQL Server. 5. Duck Learning, Singapore - STEM Education Instructor

■ Was responsible for delivering Duck Learning designed projects in Elementary and Middle schools.

■ Was responsible for designing games using Scratch.

■ Design games or projects using Lego robots using WeDo 2.0 and MINDSTORMS EV3.

■ Design projects such as alarm systems using Microbit and Strawbees. Employment History

■ [2022-2023] Sr Service Desk Analyst (NGIC an Allstate Company, North Carolina, USA

■ [2021-2022] IT Service Desk Analyst (Cox Communications Inc.), North Carolina, USA

■ [2016-2019] Instructor (Duck Learning STEM Education), Singapore

■ [2014-2016] IT Consultant IGS, Singapore

■ [2008-2014] IT Instructor Singapore Management University. Singapore

■ [2007-2008] Software Engineer worked as a consultant for Accenture, Singapore

■ [2004-2007] Software Engineer L & T Infotech, India

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