Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
BHUMIKA RATHORE

BHUMIKA RATHORE

Ringwood

Summary

Tech-driven IT professional currently working as an ICT Service Desk Specialist at Eastern Health, with prior experience as an Application Analyst leading cloud-based HRMS implementations, workflow automation, and application integrations. Passionate about Microsoft 365 solutions -certified in Microsoft 365 Fundamentals and now seeking to grow within Eastern Health by transitioning into a cloud-focused role.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Services Support Specialist

Eastern Health
03.2024 - Current
  • Providing first level of support to the end users through calls, emails and chats.
  • Configured hardware devices such as printers and scanners, enabling seamless integration into existing networks.
  • Established user accounts, granting appropriate permissions based on role requirements within the organization..
  • Established user accounts, granting appropriate permissions based on role requirements within the organization.
  • Ensuring the current processes and proposed changes meet with compliance and organizational standards.
  • Configuring and rectifying network-related issues of Cisco desk phones via Cisco unified call manager.
  • Creating and Implementing software test plans while ensuring standard quality and plans to reduce the cost awareness guidance.

Technical Support

Wesley College
01.2024 - 03.2024
  • Deployed and configured hardware/software for educational applications, enhancing accessibility.
  • Key player in IT helpdesk operations, swiftly resolving issues with Microsoft Office, Windows OS, and educational software.
  • Spearheaded documentation efforts, creating guides for common troubleshooting, boosting self-service resolution rates.
  • Collaborated with cross-functional teams to integrate business applications, streamlining workflows.
  • Provided expert-level support and maintenance for critical business applications, ensuring operational efficiency.

Technical Support Assistant

Going Solar
09.2023 - 12.2023
  • Managed ticketing system (ServiceNow/Jira), resolving user issues promptly and documenting solutions for future reference.
  • Collaborated with cross-functional teams to deploy and manage essential software applications, enhancing overall operational efficiency.
  • Provided first-level technical support to end-users via phone, email, and ticketing system.
  • Assisted with troubleshooting hardware and software issues, including Microsoft Office applications and printer connectivity problems.
  • Resolved user account issues in Active Directory, including password resets and account unlocks.
  • Escalated complex issues to Level 2 support technicians and tracked progress until resolution.
  • Assisted in maintaining inventory records and performing equipment setup and deployment for new hires.
  • Leveraged tools such as JIRA Service Desk and Desk.com to efficiently track and manage customer requests and issues, ensuring prompt resolution and high levels of user satisfaction.
  • Documented comprehensive application support processes, including detailed problem resolution steps and clear installation instructions, to facilitate knowledge sharing and ensure consistency in support procedures.

Application Analyst

Wonder Cement
03.2022 - 06.2023
  • Part of Daily cadence to monitor task assignment of user stories captured in DevOps.
  • Managed service request and drive change request.
  • Participated in brainstorming discussion to identify root cause of application's low adoption. Layout product road-map and planned workshop to address same.
  • Built prototypes and released artefact in closed circle to absorb feedback before releasing to wider audience.
  • Developed automation flows to bring all pending task in one approval window. Such system nudge solves user persona who handles multiple application approvals.
  • Co-managed python BOT to automate transactions in expense approval system. This complex workflow provided ease to applicant which reduced manual dependency and
    simplified business process turning into customer delight.
  • Developed Customer Support 360 analytical dashboard for monitoring KPis for tracking and data driven insights.
  • Unit and system integration test to ensure that program results are accurate and meet business requirements.
  • Manage and perform the business analysis work associated with change requests, projects and production issues. (Project Management, SDLC, Change Requests.)
  • Write supporting documents for projects like FRD's, test scripts and user manuals etc
  • Designing Modern tool adoption plans and executions.
  • Provide support during project/application release.

Digital Transformation Analyst

Advaiya Solutions - Microsoft Partner Agency
08.2020 - 02.2022
  • Created detailed reports on website traffic, search engine optimization performance, funnel analysis, and other KPIs
  • Maintained up-to-date knowledge of GDPR regulations related to digital analytics activities
  • Provided recommendations for improving customer experience through analysis of customer journeys across different touchpoints
  • Managed relationships with external vendors providing support services related to digital analytics initiatives
  • Analyzed data trends and created visualizations for management review
  • Analyzed competitive market strategies through analysis of related product, market, and share trends

Education

Bachelor of Engineering Technology (IT) -

Techno India NJR
India
06-2018

Skills

  • Application Support & Maintenance
  • Software Troubleshooting
  • User Acceptance Testing (UAT)
  • Cloud Platforms ( Basic Level Azure)
  • Exchange Online/ On prem

Certification

  • Microsoft 365 Certified: Fundamentals (MS-900)
  • Google Analytics Certifications

Timeline

IT Services Support Specialist

Eastern Health
03.2024 - Current

Technical Support

Wesley College
01.2024 - 03.2024

Technical Support Assistant

Going Solar
09.2023 - 12.2023

Application Analyst

Wonder Cement
03.2022 - 06.2023

Digital Transformation Analyst

Advaiya Solutions - Microsoft Partner Agency
08.2020 - 02.2022

Bachelor of Engineering Technology (IT) -

Techno India NJR

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