Support Specialist Active Directory

CURRICULUM VITAE

Naina Patel Email: ********.******@*****.***

Mobile: +91-928******* / +91-917*******

CAREER OBJECTIVE:

To pursue a career in an organization which gives me opportunities to learn and grow and utilize my skills & trainings while making a significant contribution to the organization.

Work Experience:

ØSupport Specialist -Mobileiron (acquired by Ivanti), Hyderabad (Sept 2020- March 2021)

Roles and Responsibilities:

§Acting as first point of contact for logging requests and issues for the end user.

§Remotely supporting customers and resolving issues taking remote access of their systems using Logmein sessions and zoom calls if required.

§Incident Management -Working on tickets and service requests while on support on ITSM.

§Coordinating with the subordinate teams in order to resolve the issue.

§Ticket categorising as per the ITIL norms in the ticketing tool Service Now .

§Resolving issues related to Active Directory, GPO’s, software, hardware or general desktop issues.

§Routing tickets to the correct team in the resolution is not in our scope, accordingly updating the customer on timely basis.

§Following up with the third party or the resolver group in case the tickets are sent to another team for resolution.

§Attending weekly calls with the resolver team in order to update tickets and ensure the ticket status to be accurate.

§Troubleshooting and providing technical support whenever in scope, ensuring ticket is resolved within the agreed SLA.

§Worked on other Ad hoc requests.

ØSystem Support Engineer - Atmecs Technologies, Bangalore (Sept 2019-Aug 2020)

Roles and Responsibilities:

§Providing support for Idaptive end users.

§Attended CAB calls as the role demanded to play helpdesk to change management team as well, as a part of which created changes in the ticketing tool, updated it as and when executed or with the current status on timely basis, that required coordination with the change implementing team, create and pass on mailers and notifications of planned and unplanned maintenance activities in order to keep everyone informed.

§Logging tickets related to app deploying apps for user using idaas,IAM and assigning to the right team, taking regular follow-ups and providing timely updates to the customers.

§Coordinating with the application and policy testing team as and when required for timely resolution of tickets.

§ Gathering information like debug logs and others from the customer in order to help the trouble shooting process.

§Updating the customer with the updates from the resolver team.

ØSupport specialist - Wipro Technologies, Bangalore (Team Lease Payroll) (July 2018- July 2019)

Roles and Responsibilities:

§Serving as L2 helpdesk support for a device deployment project.

§Raising standard service requests for collecting data pre-checks for device enrollment/ adding / deleting devices for necessary groups.

§Providing post enrollment support

§Served as service desk for Airwatch Migration project supporting various types of devices.

§Incident Management -Working on tickets and service requests while on support.

§Hands on in Office 365 Suite, outlook, Word, Excel, Power point, Adobe PDF.

ØSenior Support specialist (Incident Management -ITIL)– Vodafone Shared Services, Pune (April 2015-Sept 2017)

Roles and Responsibilities:

PS: By clearing three Internal Job postings, I have mentioned the roles of all the 3 support roles that I had been a part of, i.e., service desk, incident management, change management, Alarm monitoring.

§Help desk for supporting Blackberry, MobileIron and Airwatch clients across the globe.

§Administration of VSP for BB, MI and AW.

§Raising and resolving incidences and service request (Standard and Non standard requests), Service restoration in BMC remedy.

§Dealing with P1 and P2 issues via calls or emails (raising and resolving if in the scope &routing it to the right team)

§Log tickets for on boarding new users on VSDM (Airwatch) VDM (MDM Mobileiron), Connected Cloud and VMTM services for managed and self-service customers for around more than 80 different clients and few more on boarding.

§Creating Incident Records as per the issue received from clients for Blackberry / iphone / Android / Windows device.

§Accountable for the quality audit for messaging and GSOC team. Preparing QA Report.

§Troubleshooting and tracking follow ups with all clients via emails Remedy or Call (if required).

§Co-ordinate with different teams together to resolve the issues and maintain end user satisfaction level.

§Assigning individual and group policies.

§Providing branch Wi-Fi Support.

§Keeping and updating floor plan records of the client.

§Maintaining records of direct contact numbers of management, third party and all the resolver teams, coordinating with them as when required.

§Carrying out root cause analysis of incidents and documenting the same.

§Provided post enrollment support for Airwatch devices.

§Created tickets for unusual alerts while alarm monitoring and assigning it to the right team .

ØExecutive –Marketing & Promotions at Vallycons Coolers Ltd. (Dec 2013- Nov 2014)

ØSupport Engineer at Wipro Technologies, Pune. (Feb 2012- Aug 2013)

Being a part of the Asset management team, I was accountable for managing a clean database in the ticketing tool.

Worked on excel for generating reports, extracting dumps, doing data reconciliation.

CI categorization – ensuring accurate data logging and updating.

Daily, weekly and monthly accuracy reports with a target of 99.5% accuracy.

Uploading data in the ticketing tool via load sheets or single upload manually.

ØPre Process and voice & accent trainer at Team Myriads IT Pvt. Ltd, Nagpur. (Aug2011-Oct 2011)

ØVisual Merchandiser at Pantaloons Retail India Ltd. Nagpur. (April 2008-March 2009).

Technical Certifications:

Mobileiron Support Specialist Fundamentals V8.5

Introduction to Idaptive Administration

Tools / Systems – Hands on Experience

§BMC Remedy

§Service Now

§Siebel

§Salesforce

§PowerPoint

§MS Office

§O365

§Outlook

§MS Word

§Excel

§Adobe PDF

§Server Alarm Monitoring (Foglight, Nimsoft, Solarwinds)

§VMware WorkspaceOne (Airwatch Console)

§MobileIron VSP / Sentry

§Blackberry Enterprise Server

§Idaptive Admin Portal (identity access management portal)

Academic profile:

B.Sc (Fashion Design) from International Institute of Fashion Design, in 2007 with 72%.

HSC from V.M.V, J.J.P & J.M.T College of Arts, Science and Commerce in 2004 with 59%.

AISSE from Centre Point School, Nagpur in 2002 with 67.75%.

Personal Profile:

Name: Naina Patel

Date of Birth: 8/10/1986

Gender: Female

Mobile number: +91-928******* /+91-917*******

Marital Status: Unmarried

Languages known: English, Hindi, Gujarati, Marathi

Nationality: Indian

Contact this candidate