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
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
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
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 TimeWork Location
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)
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