Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Vandana J

Melbourne,Australia

Summary

IT Support and Service Desk Analyst with 5+ years of experience in technical support, identity & access management, and IT service management using ServiceNow. Proven ability to manage incident resolution, user provisioning, and access management through Active Directory, Azure AD, and IAM tools like SailPoint and Okta. Experienced in UAT testing, dashboard creation, and providing high-quality customer service in fast-paced environments. Strong foundation in ITIL methodology and service delivery excellence. Seeking to leverage technical skills toward ServiceNow administration/development or IAM specialist roles.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Service Desk Analyst

NBN Co, Australia
06.2022 - Current
  • - Provide end-user support via calls and chats using ServiceNow ticketing tool.
  • - Manage incident resolution and service requests, ensuring SLA compliance.
  • - Provision and manage user access using Active Directory, Azure Active Directory, and IdentityNow (SailPoint).
  • - Assist users with authentication tools such as Citrix, RSA, and Okta.
  • - Conduct UAT testing for ServiceNow enhancements and workflows.
  • - Perform onboarding and offboarding of employees, including access provisioning and revocation.
  • - Create operational dashboards using Excel and ServiceNow reporting tools to track key performance metrics.

IT Support Engineer (Level 2)

NBN Co, Australia
04.2022 - 06.2022
  • - Installed and imaged laptops; resolved IT issues related to MS Office, conferencing room AV systems, and Intune management.
  • - Handled user support tickets via ServiceNow, maintaining effective communication and timely resolution.
  • - Assisted in troubleshooting and repairing hardware/software issues to minimize downtime.

Technical Support Engineer

Umitas Technologies, India
04.2020 - 03.2022
  • - Delivered IT support following ITIL methodology; managed helpdesk tickets and provided first- and second-level support.
  • - Administered Microsoft Active Directory: created user accounts, managed group policies, configured MFA, and handled license assignments.
  • - Resolved password resets, account recoveries, and mailbox management on Exchange.
  • - Interacted with customers over the phone to build relationships and provide exceptional service.
  • - Achieved consistent SLA compliance by resolving incidents and service requests efficiently.

Education

Master of Network Security -

[University Name]
01.2018

Bachelor of Information Technology - undefined

[University Name]
01.2015

Skills

  • - ITSM / Ticketing: ServiceNow (Incident Management, Service Requests, UAT)
  • - Identity & Access Management: Active Directory, Azure Active Directory, IdentityNow (SailPoint), Okta, RSA
  • - IT Support: Software installation, imaging, troubleshooting MS Office, Intune, AV systems, Citrix
  • - Tools & Technologies: Microsoft Exchange, Excel (Dashboarding & Reporting), MFA, Group Policies
  • - Methodologies: ITIL (Incident, Problem, Change Management)

Certification

  • - ServiceNow Certified System Administrator (in progress/planned)
  • - Microsoft Certified: Azure Fundamentals (planned)
  • - CompTIA Security+ (planned)

Additional Information

  • - Excellent communication and customer service skills
  • - Strong analytical and problem-solving abilities
  • - Comfortable working in fast-paced, dynamic environments

Timeline

Service Desk Analyst

NBN Co, Australia
06.2022 - Current

IT Support Engineer (Level 2)

NBN Co, Australia
04.2022 - 06.2022

Technical Support Engineer

Umitas Technologies, India
04.2020 - 03.2022

Bachelor of Information Technology - undefined

[University Name]

Master of Network Security -

[University Name]

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Vandana J