Damini Dua
Schofields,NSW
Summary
Experienced ITIL v3 certified Service desk professional with 9 years of experience in IT Service management. Advanced knowledge and experience in Infrastructure and Service desk operations
Overview
10
10
years of professional experience
Work History
Consultant
Tech Mahindra
Sydney, Australia
05.2021 - Current
- Managed end-to-end Incident, Service Requests, and Task management for IT Technical issues for 1000+ TAL users through ServiceNow
- Accountable for setup and integration of audio, and video for Crestron devices
- Completed 50+ executive/boarding meetings
- Applications and Tools Knowledge – Microsoft Active Directory, Windows 7 and Windows 10 operating system, Microsoft Office 365, Intune, Crestron, Microsoft Teams, ServiceNow
- Responsibilities: Technical support for Board room set-up, Asset Management, Deployment of Monthly patches, Daily monitoring of AV (Video conferencing) devices and panels, Application upgradation, New Starter equipment set-up and training, Incident and Task Management
- Implemented best practices from ITIL methodology for continual service improvement and learnings
- Successfully resolved 300 tickets/month for hardware/software customers’ issues/requests
- Weekly Service desk reporting to Internal and External stakeholders
- Knowledge Management - Creation of 100+ standard operating procedure (SOPs) documents for better knowledge management
- Conducted training for 10 new joiners in my team and provided knowledge related to systems and processes
- Collaborated with Senior Technical Engineers, Network Team and External Vendors (CAVS and Microsoft), to successfully troubleshoot and resolve complex customer service issues, resulting in a 40% reduction in average resolution time and a 25% increase in customer satisfaction
- Monitored and maintained >95% SLA for service desk queue, ensuring all tickets were responded to/resolved within Service levels (SLA).
IT Support Technician
NBN Australia
Sydney, Australia
05.2019 - 05.2021
- Accompanied Incident management for the IT helpdesk/Service desk for NBN Co and managed 3 critical projects successfully
- Projects: Macros Migration, Win7 to Win 10 migration, Microsoft Office upgrade
- Applications and Tools Knowledge – Azure Active Directory, Microsoft Active Directory Windows 10
- Office 365
- Responsibilities: Build room, Server Management, Asset Management, Deployment of Monthly patches, Application upgradation, New Starter training, Incident, and Task Management
- Streamlined the onboarding process for new hires by delivering in-depth training on process implementation and adherence, resulting in a 50% reduction in errors and a 30% increase in overall operational efficiency
- Coordinated with various Vendors for effective resolution.
Senior System Engineer
Cognizant
Pune, India
12.2014 - 10.2018
- Responsible for fulfilling day-to-day service delivery operations
- Incident and Problem management through ServiceNow (ITSM Ticketing tool), phone, and requests through email
- Experience with Windows 7, Windows 10, SharePoint, Microsoft Suite, Office 365, and Active Directory
- Experience with Service Now, VMware/Hyper-V, Citrix Xen Desktop/XenApp, and Backup - Veeam, Backup Exec
- SLA reporting and other support governance reporting to the customer
- Implemented ITIL and Integrated Lean 6-Sigma best practices
- Coordination with Product owners for problem records
- Process designing and implementation
- Major incident management life cycle
- Maintained Audit Trail of backups and restores.
Education
Bachelor of Technology - Information Technology
Dr. A.P.J. Abdul Kalam Technical University (Formerly Uttar Pradesh Technical University)
2014
Skills
- Continuous Improvement
- Attention to Detail
- Team Leadership & Development
- Problem-Solving
Additional Information
Certifications
ITIL v3 Foundation certified
- Certificate No. – GR750230174DD
- Candidate No. – 9980021421378270
Microsoft Azure Fundamentals (AZ-900)
- Certificate No. – 602ECRC809E8
- Candidate No. – 4295BEBE37A330E8
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionPersonal development programsTimeline
Consultant
Tech Mahindra
05.2021 - Current
IT Support Technician
NBN Australia
05.2019 - 05.2021
Senior System Engineer
Cognizant
12.2014 - 10.2018
Bachelor of Technology - Information Technology
Dr. A.P.J. Abdul Kalam Technical University (Formerly Uttar Pradesh Technical University)