Divya Damodaran

• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Maintained excellent attendance record, consistently arriving to work on time.
• Delivered services to customer locations within specific timeframes.
• Received and processed stock into inventory management system.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Prepared variety of different written communications, reports and documents.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Onboarded new temps by entering employee information into systems.

• Monitors incoming service‑desk tickets to understand broad trends and identify dependencies that individual agents can’t see when working on an individual ticket.
• Manage escalated issues: The escalation point for any incidents, service requests or issues.
• Responds to user questions and inquiries via telephone, email, and other communication methods.
• Enters, assigns and tracks service requests in the on‑line work‑order system.
• Receive incoming calls, log them to the Manage engine Service Desk ticketing
• Responsible for client satisfaction and will typically review any negative feedback or concerns clients have raised as a part of the post‑ticket satisfaction survey.
• Gate pass applications for non‑local employees to the government firm entry.
• Ensure the Assets are being handled properly with proper updating in the tool as per well as proper documentation. Also ensures that the tickets are being handled in quality manner in terms of assignment and resolution.
• Troubleshoot the problems and analyze them in order to get the required fix. Attend the issues and requests through remote sessions if needed.
• Resolve all assigned calls up to the customer satisfaction . Create, Modify and Enable/Disable and Unlock/Reset the Active Directory Accounts.
• Comply and adhere to the Service Level Agreement (SLA). Focus on the customer satisfaction.
• Provides assistance and training to other Help Desk technicians in solving more advanced user’s problems and inquiries. Refers problems and inquiries to more experienced technical staff or management if necessary.
• Maintains database of problems and utilizes the help desk staff to research and solve problems. Analyzes and verifies statistical information in databases to insure the accuracy of computer reports and data integrity by using ManageEngine service desk tool.
• Assists IT management and other senior IT technical staff in developing departmental and Helpdesk guidelines and operating procedures.
• Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
• Provides professional, courteous, prompt and accurate support and solutions to users.
• Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
• Properly documents problem ticket into on‑line Help Desk System.
• Assists other IT technical staff in providing users feedbacks and user statistics. Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
• Updates Help Desk database information.
• Follows up and communicates ticket information to users when appropriate. Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
• Create and updates user accounts creation as needed.
• Generate weekly report and provide it to the IT Manager.

• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Worked flexible hours across night, weekend and holiday shifts.
• Participated in team-building activities to enhance working relationships.
• Exceeded goals through effective task prioritization and great work ethic.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Delivered services to customer locations within specific timeframes.
• Handled 50+ calls per day to address customer inquiries and concerns.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Maintained energy and enthusiasm in fast-paced environment.
• Monitored company inventory to keep stock levels and databases updated.
• Create tickets for the end users to provide necessary services to fulfill their requirements and handle the respective teams such as ICT(Information and Communication Technology), TM(Talent Management/HR), PSC(Procurement and Supply Chain), Travel and Transport, GS(General Services), Internal Communications and Security department procedures.
• Handles Incident management through BMC tool. It is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT.

• Resolved problems, improved operations and provided exceptional service.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Exceeded goals through effective task prioritization and great work ethic.
• Led projects and analyzed data to identify opportunities for improvement.
• Recruit IT officers; determine the duties and responsibilities of each individual, monitoring the team members, assist in ordering all site related equipment’s where appropriate, assist in setting up price list, daily watch on team member’s work, assist team in planning timescales and the resources needed.

• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Monitored company inventory to keep stock levels and databases updated.
• Assembling and Dissembling of the Computers.(Hardware).
• Configuration of the Computers with the internet.(LAN/Wi‑Fi)
• Solving the regular upcoming Hardware issues of notebooks and desktops(Lenovo and HP).
• Evaluating the network issues.
• Solving the technical issues of the employees.
• Connecting the printers with the desktops & laptops.
• Routing & configuring the Network & LAN cables.
• Train the new Trainees in the department.

• Analyze and troubleshoot desktop/laptop support problems as well as software, hardware products and services to resolve problems of end users.
• Performed the tasks of providing timely and accurate technical telephone support (Remote access/ vnc/ Team viewer) and in‑site support to employees.
• Handled the responsibilities of responding to incoming calls in the helpdesk.
• Performed the troubleshooting to identify applicable problems relating to PC and network/wireless issues.
• Worked with software developers, system engineers and programming professionals to gather relevant information for reporting purpose.
• Created and maintained troubleshooting documentation.
• Assisted customer support engineers in designing and developing utilities for improving the support process.
• Perform data backups and disaster recovery operations.
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
• Plan, coordinate, and implement network security measures in order to protect data, software, and hardware.
• Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
• Perform routine network startup and shutdown procedures, and maintain control records.
• Design, configure, and test computer hardware, networking software and operating system software.
• Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
• Confer with network users about how to solve existing system problems.
• Monitor network performance in order to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
• Train people in computer system use.
• Load computer tapes and disks, and install software and printer paper or forms.
• Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
• Analyze equipment performance records in order to determine the need for repair or replacement.
• Maintain logs related to network functions, as well as maintenance and repair records.
• Research new technology, and implement it or recommend its implementation.
• Maintain an inventory of parts for emergency repairs.
• Coordinate with vendors and with company personnel in order to facilitate purchases. Supported the following systems: Windows Server, Microsoft Exchange, SharePoint, Lync Server, and Active Directory.

· Enters, updates and verifies data into various systems for use by all personnel.

· Reviews and verifies data entered into database to ensure accuracy.

· Tracks documents received and completion dates.

· Assists and trains employees and new data entry operators on software programs.

· Provides assistance to technical staff to resolve computer and software problems.

· Runs and distributes reports.

Creates back up files for all data

• Assisted Help Desk Coordinator in performing minor troubleshooting related to application software, Desktop/Laptop and basic network problems.
• Installation of Linux, Unix, Windows 95,98,XP,Server,Antivirus
• Manage all the technical operations of the company
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
• Plan, coordinate, and implement network security measures in order to protect data, software, and hardware.
• Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
• Perform routine network startup and shutdown procedures, and maintain control records.
• Design, configure, and test computer hardware, networking software and operating system software.
• Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
• Confer with network users about how to solve existing system problems.
• Monitor network performance in order to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
• Train people in computer system use.
• Load computer tapes and disks, and install software and printer paper or forms.
• Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
• Analyze equipment performance records in order to determine the need for repair or replacement.
• Maintain logs related to network functions, as well as maintenance and repair records.
• Research new technology, and implement it or recommend its implementation.
• Maintain an inventory of parts for emergency repairs.
• Coordinate with vendors and with company personnel in order to facilitate purchases. Supported the following systems: Windows Server, Microsoft Exchange, SharePoint, Lync Server, and Active Directory.