IT Technical Support

CHHAYA MADHUKAR WARKE

Coppell, Texas

Email: *************@*****.***

LinkedIn url: https://www.linkedin.com/in/chhaya-warke-7382521a3/ PROFILE

Skilled IT support professional with 2 years of U.S. working experience in financial and healthcare institutions. Proficient in incident management and troubleshooting, with a proven ability to swiftly adapt and master emerging technologies. A commited team member focused on providing effective technical support to improve overall operational performance SKILLS

● Knowledge of Operating Systems (Linux, Unix & Windows)

● Incident Management - ServiceNow, JIRA

● WebSphere Administration and maintenance

● MySQL and Database Management

● Microsoft Office365

● ITIL Framework

● System Monitoring and Performance Tuning

● Technical Documentation

● Analytical thinking, Troubleshooting and Problem Solving

● Collaboration and Teamwork

TRAININGS

● Google IT Support Professional Training (2023)

● Red Hat Certified System Administrator (RHCSA) official Red Hat training (2022)

● AWS Certified Cloud Practitioner training (2024)

● ITIL V4 Foundation (2022)

CERTIFICATIONS

● Certified in Google IT Support Professional (2023)

● Certified MySQL Developer(2024)

● Diploma in AWS Solution Architect-Associate certification (2024)

● Cloud Computing - Database Technologies and Services Certification (2024)

● Certified in ITIL V4 Foundation (2022)

EXPERIENCE

Role: Operations Specialist-Tier 1

Organization: MBI Digital (Feb 2023 - Sep 2024)

Responsibilities

● Troubleshooted and resolved software, hardware, and network issues.

● Provided timely and effective customer assistance via phone, email, and chat.

● Regularly updated and maintained system software and hardware.

● Created and updated manuals, FAQs, and troubleshooting guides.

● Trained users on new software applications and provided technical guidance.

● Monitored system performance and reliability, addressing anomalies.

● Managed escalation of complex issues to higher-level support teams, ensuring resolution.

Role : Stay-at-home parent (Jan 2009 - Feb 2023)

Responsibilities:

● Took time off to raise young children and manage household responsibilities

● Managed household schedules, enhancing time management and organizational skills

● Coordinated activities, improving multitasking and problem-solving abilities

● Completed trainings in IT Support, AWS,Red Hat Enterprise LINUX and ITIL

● Volunteered in community service, developing leadership and communication skills Role: Technical Support Associate

Organization: AWPL, Bengaluru, India (Jan 2008 - Dec 2008) Responsibilities:

● Provided 1st and 2nd level support administering and managing Windows and Linux servers (user management, patch management, system monitoring)

● Provided application support for Enterprise Content Management solutions deployed on WebSphere and WebLogic

● Collaborated with vendors and developers to resolve complex technical issues and recurrent faults

● Prepared weekly, monthly and annual reports

Role: Technical Support Engineer

Organization: HCL Infosystems Limited,Pune, India (Dec 2005 - Dec 2007) Responsibilities:

● Provided excellent customer service and responded to Service Desk calls, emails, requests and chat sessions in a timely manner

● Created support service tickets and used web-based ticketing systems(JIRA) to track and deliver support services.

● Installed, serviced and upgraded over 100 Windows computers.

● Provided hardware and software PC support to resolve client issues.

● Troubleshoot tier I technical issues for 15-20 customers per day, diagnose problems, and identify solutions.

EDUCATION

Associate Degree in Computer Technology, Maharashtra, India (2001-2005) OTHER RELEVANT DETAILS

U.S work eligibility: Valid work permit in U.S (EAD)

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