Jenifer Sonia Thambiraj
Parramatta,Australia
Summary
Technical Service Desk Analyst with a strong background in managing and troubleshooting service desk issues, ensuring maximum user functionality. Knowledgeable in ServiceNow, ITSM, and knowledge base management, and effectively managing onboarding and offboarding processes. Strong technical competency, coupled with excellent problem-solving ability, leads to rapid detection of system malfunctions with little downtime. Committed to increasing customer satisfaction through self-service portal management and IT problem-solving, with prompt response.
Overview
13
13
years of professional experience
Work History
Service Desk Analyst, Network & Systems Engineer
Efiniti Telecommunications
Macquarie Park
03.2019 - 09.2024
- Served as the primary contact for inbound customer calls and emails: acted as the single point of contact for inbound phone calls and emails from customers, addressing a variety of inquiries related to mobile devices, service activations, technical support, and service requests. Ensured timely and professional communication to resolve issues.
- Managed mobile phone and data SIM card activations and deactivations: Handled the activation and deactivation of mobile phones and data SIM cards for customers. This included processing service requests and ensuring all devices were properly configured and activated using ServiceNow to log and track requests.
- Utilized ServiceNow for logging and tracking customer support calls and tickets: Employed the ServiceNow platform to log and document customer support calls and tickets, ensuring all information was captured accurately for quick and effective resolution. This included updating the status of tickets and following up with customers when necessary.
- Streamlined employee onboarding/offboarding, including device provisioning and account management:
Led the onboarding and offboarding processes for employees, including provisioning devices, setting up user accounts, email configurations, and ensuring that all IT services were properly assigned. Utilized ServiceNow to manage and track these tasks efficiently. - Coordinated cross-functional teams for onboarding tasks, ensuring smooth transitions: Worked closely with HR, IT, and Facilities teams to facilitate seamless onboarding experiences for new employees, ensuring devices, network access, and email accounts were properly set up. Leveraged ServiceNow to automate and track these processes.
- Managed offboarding, including account deactivation and asset recovery: Oversaw offboarding activities for departing employees, including account deactivation, asset return, and conducting exit interviews. Used ServiceNow to ensure accurate and timely completion of tasks, such as revoking system access and recovering company assets.
- Supported the self-service portal, enhancing device orders and troubleshooting: Managed and maintained the self-service portal, where employees and customers could place device orders and request troubleshooting assistance. Guided customers through the ordering process and provided solutions to technical issues, leading to improved user satisfaction and operational efficiency.
- Provided L1 technical support for phone, email, and web service requests:
Delivered Level 1 (L1) technical support for customer inquiries related to mobile devices, service requests, and billing issues over the phone, email, and web. Utilized ServiceNow to log, diagnose, and resolve service requests, and ensure follow-up as needed. - Diagnosed and resolved customer issues, maintaining data integrity in the Enterprise Toolset: Diagnosed, recorded, and updated service requests in the Enterprise Toolset within ServiceNow, ensuring data integrity and accuracy. Actively worked to meet Service Level Agreements (SLAs) for issue resolution, and provided updates on ongoing tickets.
- Contributed to knowledge base content and continuous service desk improvements: Actively contributed to the Knowledge Base (KB) by creating, reviewing, and publishing helpful articles to assist customers and support teams in troubleshooting common issues. This effort helped reduce ticket volume and provided consistent, accurate solutions for recurring issues.
- Performed Layer 2/3 network design and troubleshooting for IP networks and products: As a Network & Systems Engineer, I designed and implemented Layer 2 and Layer 3 network services, ensuring that customer networks were optimized. Troubleshot complex network infrastructure issues, including routers and switches, and configured network services based on customer specifications.
- Achieved high customer satisfaction, earning the Superstar and Exceeding Expectations awards: Provided outstanding service that led to high customer satisfaction, recognized with the Superstar and Exceeding Expectations awards. This was achieved by consistently meeting customer needs, resolving technical issues effectively, and ensuring timely service delivery using ServiceNow for tracking and managing requests.
Service Desk Administrator
WIPRO Technology (Takeda)
Chennai, India
08.2014 - 02.2017
- Address and resolve basic incidents and requests; log all incidents and requests; engage other service desk resources, or appropriate service resources, to resolve incidents that are beyond the scope of ability or responsibility.
- Streamlined employee onboarding and offboarding processes, ensuring seamless experiences for new hires, and departing employees.
- Coordinated with cross-functional teams (HR, IT, and Facilities) to manage onboarding tasks, including device provisioning, user access, and email setup, using ServiceNow.
- Managed offboarding tasks such as account deactivation, asset return, and exit interviews, ensuring timely and accurate completion of all tasks.
- Created and tracked termination tickets to promptly revoke system access and recover company assets, ensuring no unauthorized access post-termination.
- Managed and maintained the self-service portal, supporting users in device ordering and troubleshooting, leading to increased satisfaction and efficiency.
- Responding to incidents logged by clients, either via phone or self-service portal.
- Resolving incidents the first time, wherever possible.
- Troubleshooting to identify the cause of incidents.
- Problem-solving of incidents to identify fixes.
- Using the company's incident management tool.
- Manage, monitor, and track the progress of assigned calls, providing feedback to users.
- 1st and 2nd line support: troubleshooting of IT-related problems.
- Escalate unresolved calls to the infrastructure support team.
- Log all calls in the Service Desk Call Logging system.
Application Engineer
CSS (VeriFone)
05.2011 - 07.2014
- Troubleshooting and resolving problems faced by VeriFone Petroleum C-Stores in US & Canada
- Diagnosing over the phone and through remote connections for corrupted file in the system that may prevent the site from working (in turn losing business)
- Testing and checking the VeriFone devices for errors over Ethernet (VPN) or phone lines (Standard Point to point protocol PPP)
- On having tried all possible troubleshooting steps if the equipment is found to be faulty, we would dispatch the case to the engineering team for further analysis
- Met CSAT and resolution metrics above average
- Managing processes & helping team members for excelling business targets
- Achievements in CSS: Maintained low AHT with good resolution percentage
- Topped the stacking rank in the project for 4 consecutive months
Education
BCA - Computer Application
Apollo Arts and Science College
01.2011
Skills
- ServiceNow: Knowledge base management, self-service portal management, onboarding, offboarding, termination, and Human Data Resource Center (HDRC)
- TANGOE MDM: Add and delete users, check the backend settings, and help the users configure the emails on Android and iPhone
- EXCHANGE SERVER: Repairing, renaming, and re-creating the Outlook profiles, checking whether the users have access to OWA
- OUTLOOK WEB APP: Calendar synchronization, updating InterCall details, and guiding the user for the WebEx issue
- SAP GUI: Unlocking the user's account and resetting the password in the Graphical User Interface for the SAP Production Environment
- SYMANTEC VIP MANAGER: Adding and deleting users and devices, mapping the new credentials, generating the temporary code to log in to VPN or Citrix
- CISCO AnyConnect VPN: Helping users connect to the VPN, resetting the password if that fails, uninstallation, and reinstallation of the VPN
- SCCM, PCANYWHERE AND ALTIRIS: Have hands-on experience on all these tools to take remote session to install/push the software on user’s machine or to troubleshoot the issue
- SERVICENOW: Have hands on experience on service now ticketing tool, addressing and resolving basic incidents and requests
- Operating Systems: Windows 9X, 2000, 2007, XP
- Applications: MS Office, Outlook, Lotus Notes, MS PowerPoint, Excel
- ACTIVE DIRECTORY: Password Reset and unlocking the user account Also providing the Bit Locker Recovery Key
- SCCM Admin - System Center Configuration Manager: Providing Remote Desktop Support for the user’s in resolving the issue and pushing the software’s to the user’s machine
- CITRIX XENDESKTOP/ XENAPP: Guiding the users to log into Xendesktop and checking whether the users have allotted applications in XenApp
Timeline
Service Desk Analyst, Network & Systems Engineer
Efiniti Telecommunications
03.2019 - 09.2024
Service Desk Administrator
WIPRO Technology (Takeda)
08.2014 - 02.2017
Application Engineer
CSS (VeriFone)
05.2011 - 07.2014
BCA - Computer Application
Apollo Arts and Science College
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