Dhanushree Mohana
Dubai,UAE
Summary
IT professional with extensive experience in service desk and helpdesk operations. Proficient in ManageEngine for IT troubleshooting and technical support, with a strong focus on user training and incident management. Skilled in customer and network support across Windows and Linux environments, as well as MS Office applications. Dedicated to providing high-quality technical solutions that enhance user satisfaction.
Overview
4
4
years of professional experience
Work history
IT Helpdesk and Service Desk Support
NAFFCO
Jebel Ali, UAE
08.2021 - 01.2025
- Resloved 25-40 support tickets daily while maintaining SLA compliance above 95%.
- Troubleshot technical problems for desktops, laptops, and applications in HQ and 7+ branches.
- Managed 500+ user accounts in active directory including password rests and access Management.
- Administered remote systems through Desktop Central tool to ensure efficient operation.
- Handled 200+ support calls daily, improving response time.
- Managed shared drive mapping issues and directed urgent tickets to the appropriate support groups.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Handled 200+ support calls daily, improving response time.
- Successfully delivered on tasks within tight deadlines.
- Created purchase requests using Oracle software.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Applied positive customer service approach to increase satisfaction levels.
Education
Master of Computer Applications - Computer Application
Srinivas University
IndiaBachelor's degree - Computer Application
Mangalore University
IndiaSkills
- Technical support and helpdesk operations
- Incident and ticket management
- Hardware and software troubleshooting
- Remote desktop support
- Active directory administration
- User account and access management
- Microsoft Windows support
- Microsoft Office 365 support
- Software installation and deployment
- ITIL-based service desk practices
- Escalation and issue prioritization
- System maintenance and preventive checks
- Customer service and end-user support
- Problem-solving and root cause analysis
- Documentation and ticket logging
- Time management and multitasking
Languages
English
Hindi
Malayalam
Tulu
Kannada
Additional information
Academic Projects
Project Title: Civil Registry, Duration: 5 Months, Platform: PHP, My SQL Data Base, HTML5, CSS.
Mini Projects:
Title: Textile Management System, Platform: C#, .NET Framework, My SQL database.
Title: Time Table Generating, Platform :Android, Core Java.
Timeline
IT Helpdesk and Service Desk Support
NAFFCO
08.2021 - 01.2025
Master of Computer Applications - Computer Application
Srinivas University
Bachelor's degree - Computer Application
Mangalore University