Summary
Overview
Work History
Education
Skills
Spending quality time with my family
Timeline

Jasmine Garewal

Operational Analyst
Auckland,Auckland

Summary

Personal Statement I am currently working with Ministry of Education as an Operational Analyst in Auckland, New Zealand. I bring strong technical skills to the role along with the ability to provide high quality information to my customers. Proficient Operations Analyst with 2+ years of insight managing complex system deployments. Thoroughly manages customer data, expertly applying problem resolution via audits and troubleshooting. Extensively familiar with updated standards governing information management. Expertly applies knowledge to optimize quality control and data retention. Technical skills Management and Maintenance of Service desk tool used for ITSM – Alemba Service Manager (ASM) including Incident and problem management, service requests, Portal form maintenance, change requests, system scheduled maintenance and communicating with vendor as required. Experience of operational assurance processes including change control, service level agreements and workflow improvement processes. Successful experience in analyzing business requirements from different user groups and making connections across groups as part of developing options. Providing application support, administration, and configuration management for CMDB system of ASM tool. Documenting knowledge information in Filenet storage and also maintain up to date process documents in Confluence. Participating and leading the Dev and UAT testing of each ASM version upgrade including creating test plans and meeting deadlines. Experience of IT Service Management processes (ITIL) including Incident Management, Problem Management, Change Control, SLA and workflow improvement processes Tier 2 and Tier 3 Operational support for technical application issues. Experience of process mapping and procedure documentation and controls. System Administration and creating/updating asset models, manufacturers and creating linkages for CI (Configuration Item) Proven experience in coaching or training. Skillfully assessed operational procedures, providing hands-on experience analyzing records and investigating complex troubleshooting issues. Accomplished expert navigating latest compliance regulations and service-level agreements, maintaining strict compliance with updated standards. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
10
years of professional experience
1
1
year of post-secondary education

Work History

Operational Analyst

Ministry of Education
06.2021 - Current
  • Responsible for maintaining integrity and effective use of tools
  • User Access Management (UAM) in creating, updating and maintaining licensed user accounts
  • Provides systems software expertise
  • System Administration and creating/updating asset models, manufacturers and creating linkages for CI (Configuration Item)
  • Updating wording and headings on portal forms and maintaining the integrity of information on the customer portal including content management and adding, updating new logos
  • Change management, problem management, asset management and bulk upload of asset information
  • Understanding of Automation through API and Jenkins server
  • Creating user accounts in API tool for user access
  • Scheduling new Dashboards and updating Monthly IT asset dashboard for various kinds of reporting
  • Sync fusion dashboard set up, analyzing requirements, testing and implementing
  • Using excel query editor, power automate and pivot table to create scheduled reporting
  • CMDB – Maintaining and updating the asset information in the Configuration Management Database
  • Setting up auto logging mailboxes and updating email settings to maintain the functionality
  • Building and designing RFC workflows and maintaining the Forward Schedule of Change
  • Using AGILE methodology for rolling a new version update for Alemba ASM application using Dev, ST, UAT environments
  • WhosOnLocation visitor kiosk support through System administration by creating/updating locations and adding users to specific locations, set up new badge passes etc
  • Documenting the technological changes and updates to an application
  • Creating and designing request forms and creating new workflows and updating them as required
  • Training the first/second level analysts how to use and incorporate new functions of ASM ticket management system
  • Reviewing systems and suggesting Continuous improvement ideas and apply wherever necessary
  • Evaluates the performance of the Service Desk via logging systems, helping identify adjustments that will improve performance
  • Analyzing Service Desk related data to identify opportunities for performance improvement or service enhancement
  • Advise and assist with the design and implementation of new workflows, to ensure they operate effectively within the environment and adapts or reconfigures existing workflows
  • Resolving questions about the operational environment, including technical support to Service Desk Analysts during the resolution of production problems
  • Analyzing Service Desk call activity drawing linkages to how training and process improvement could result in overall efficiency gains to the organization
  • Provide feedback on commonly encountered problems and misunderstandings to enhance user documentation and / or training programs amongst others
  • Identifying current issues and find proactive solutions to improve customer experience
  • Well -versed in technologies like Office 365, SharePoint, AZURE AD and MS OneDrive
  • Making quality decisions for escalated queries
  • Specialize in working with applications- AD Manager, MS Visio, shared test and pre-production environments
  • Demonstrate efficient work practices to ensure objectives and service level agreements (SLAs) are met
  • Extensive and applied knowledge in administering and operating the daily used Service Management system (ASM)
  • Building strong relationships with IT stakeholders and vendor companies to maintain coordination and communication in terms of delivering best services to customers
  • The establishment, clarification and communication of the user's perceptions and responses that result from the use and/or anticipated use of a product, system or service
  • The analysis of user experience, the characteristics of users and their tasks, and the technical, organizational and physical environment in which products or systems will operate.

Service Desk Analyst

Ministry of Education New Zealand
03.2016 - 05.2021
  • Providing support, guidance and advice relating to the IT and Communications Systems to Ministry staff nation-wide
  • Being the voice and face of the Information Services Group and provide a central contact point for a range of complex incidents, problems and service requests that may require specialized knowledge and understanding for resolution
  • Providing first level and second level support for the IT and communications systems within the Ministry
  • Undertaking the purchase of an ongoing asset management of all desktop related assets
  • Client focused and had well developed customer service and call handling skills, possess relevant and up-to-date technical skills and have an excellent knowledge of the business of the Ministry
  • Troubleshooting, diagnosis, resolution & escalation wherever required
  • Avoiding service interruptions by performing system installations, updates, and maintenance procedures
  • Preparing training manuals and FAQ materials for easy-access end-user guidance
  • Documenting processes and maintaining service desk records
  • Making recommendations to optimize IT performance and to prevent future problems
  • Collaborating with internal departments to ensure that IT needs are met.

Service Desk Agent

NTT New Zealand
02.2013 - 03.2015
  • Process enquiries and applications upon receipt with accuracy and promptness
  • Troubleshoot user problems via phone and email
  • Analyze user problems and provide accurate and effective solutions
  • Diagnose and repair faulty products (software/hardware)
  • Well versed with MS operating system (Win XP to Win 8), broadband internet (Setting up firewalls etc.) & associated networking hardware’s
  • Log all calls and monitor response times and outcomes
  • Analyze user problems and make suggestions for prevention of future problems
  • Sound understanding of computer software packages and computer and network hardware
  • Strong problem-solving and decision-making skills
  • Identify, Find and Install Appropriate Drivers for Hardware

Education

Level 7 - Networking And Data Communication

Unitec Institute of Technology
07.2011 - 08.2012

Master’s - computer application

Chandigarh Group of Colleges

Bachelor’s - bioinformatics

Sanatan Dharam college - Punjab

Skills

Communication: I can clearly and concisely communicate in three languages including English I can openly express my ideas to negotiate and resolve differences and conflictsundefined

Spending quality time with my family

In such a fast paced life, it is important to have a work life balance and I consider this as a priority time to time I spend some quality time with my friends and family and love to go on adventurous and visit new places. 

Timeline

Operational Analyst - Ministry of Education
06.2021 - Current
Service Desk Analyst - Ministry of Education New Zealand
03.2016 - 05.2021
Service Desk Agent - NTT New Zealand
02.2013 - 03.2015
Unitec Institute of Technology - Level 7, Networking And Data Communication
07.2011 - 08.2012
Chandigarh Group of Colleges - Master’s, computer application
Sanatan Dharam college - Punjab - Bachelor’s, bioinformatics

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Jasmine GarewalOperational Analyst