Support Agent Help Desk

BIANCA JAYARAJ

IT Helpdesk Support agent

****, ******** ***** *****. ************. TN 37130 *************@*****.*** PROFESSIONAL SUMMARY

● Seeking a challenging environment where I can work to enhance my experience and knowledge.

● Successful at completing new installations, updates, and configuration of network components.Good Knowledge of Problem Management.

● The Goal of the Incident Process is to restore service as quickly as possible and initiate multiple bridges for communicating during a Major Incident.

● A Hardworking and Dedicated individual, always striving for excellence and innovation Creatively and uniquely

● Experienced in setting up devices, troubleshooting issues, and optimizing settings. Knowledgeable about maintaining current software and hardware to meet user needs.

● Experience in helpdesk operations, and network maintenance. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Versed in large data

● storage networks, voice/data innovations, and VPNs. PROFESSIONAL EXPERIENCE

Metropolis. Nashville, Tennessee 1/1/2024- 4/3/2025 Help Desk Agent Note:

Initially contracted through BEACON HILLS Staffing Group for Standard Parking Plus, I transitioned to a permanent role with Metropolis following the merger of the two companies. This transition highlights my adaptability and continued value to the organization.

● Utilized hands-on experience with AS 400 for connecting printers and enabling user profiles.

● Implemented workarounds for MS Office and Google Drive installations, including mapping paths.

● Operated TeamViewer and Scale Fusion remoting tools.

● Configured Onvoy devices for basic troubleshooting.

● Worked with payment tools like Square to connect to mobile devices for billing.

● Conducted printer and scanner driver installations for various brands, including HP, Ricoh, etc.

● Guided users in setting up ADP accounts and accessing financial statements.

● Utilized experience with the Ivanti ticketing tool.

● Configured VPN access and set up Multi-Factor Authentication (MFA).

● Edited and reset University passwords and accounts.

● Installed approved software as per software team guidelines.

● Managed Kronos account password resets.

● Installed and configured network printers.

● Dedicated and customer-focused Helpdesk Agent

● Provided excellent customer service by addressing inquiries, resolving issues, and offering assistance related to parking services.

● Efficiently managed a high volume of incoming calls, emails, and online inquiries from both customers and internal teams.

● Recognized for exceptional problem-solving skills and ability to remain calm under pressure.

● Spotman / MySpot – Supported and maintained internal workspace reservation tools, enhancing user accessibility and system reliability.

● LRS (Learning Record Store) – Worked with LRS integration for learning data analytics and reporting, improving data insights and learning outcomes.

● Dimension – Contributed to the development and/or support of the Dimension system for scheduling and workforce management.

● SailPoint – Assisted in identity governance and access management through SailPoint, ensuring secure access and compliance with organizational policies. ACCENTURE SOLUTIONS PVT LTD. Bangalore, India 1/2023- 5/2023 SW / App / Cloud Tech Support

● Identified, analyzed, and resolved infrastructure vulnerabilities and application deployment issues.

● Monitored network hardware operations to evaluate proper configuration.

● Record and classify received incidents and undertake an immediate effort to restore a failed IT service as quickly as possible.

● Log all Incidents, Service/Change Request details, and allocate categorization and prioritization codes.

● Providing acknowledgment of the client's request.

● Keep users informed about their Incidents status at agreed intervals.

● Escalates where ownership cannot be determined. Communicating with domain tower leads /team.

● Improve delivery and quality of IT Services resulting in a higher level of user and customer satisfaction.

● Password Reset, User Account Unlock, Modify User Roles (Active Directory).

● Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.

● VDI-related troubleshooting, RSA token Troubleshooting, Outlook Troubleshooting, VPN and Citrix application.

INFOSYS BPM, Bangalore, India 6/2021- 1/2023 Process Executive

● Providing ultimate ownership and responsibility for end-to-end Management activities for severity 1 & 2 Incidents

● Quickly determine the severity of incidents considering business impact and technical complexity

● Impact Analysis of high priority issues and Driving Incident Management Process

● Deliver clear and accurate communication during all incidents to senior management

● Working closely with many technical towers (Network, Storage, Database, VMware, etc.) and Application related issue

● Data Collection and analysis for Root cause analysis and problem investigation

● Follow up on open incidents to ensure proper response and satisfactory resolution and keep detail-oriented documents regarding problem and solutions

● Verify problem information and related documentation is complete and accurate

● Managing and Troubleshooting computers and laptops in Windows Environment

● Manage tickets using Service Now Ticketing Tool Installation and Configuration of Printers, Scanners and Broadband

● Installation and Configuration of Company applications

● Installation of Anti-virus software and Live Updating of Virus Definition

● Remote Support for Clients through Any desk, Team Viewer, VPN, etc.,

● Managing Remote Location Problems through Team Viewer

● Troubleshooting, Installing and Configuring Mail Clients Like MS-Outlook

● Managing the Installation and Configuration the Software as per Company Policy

● Managing day-to-day service operations system

● Installation, Configuration, and Maintenance of Local and Network Printers

● Managing & maintaining the defined ITIL process and associated procedures like MIM, Change Management, Service Level Management and Problem Management

● Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident Management Process

● Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible

● Log all Incidents, Service/Change Request details, and allocate categorization and prioritization codes

● Providing acknowledgment for client requests Keep users informed about their Incidents' status at agreed intervals

● Escalates where ownership cannot be determined Communicating with domain tower leads / team

● Improve delivery and quality of IT Services resulting in a higher level of user and customer satisfaction

● Password Reset, User Account Unlock, Modify User Roles (Active Directory)

● Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator

● VDI-related troubleshooting, RSA token Troubleshooting, Outlook Troubleshooting, VPN and Citrix application.

EDUCATION

3/2015 – 3/2018

Bachelor of Computer Applications: Computer Installation and Repair Technology Baldwin's Methodist College Bangalore University - India ADDITIONAL INFORMATION

Languages: English,Tamil, Kannada, Hindi.

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