Aleena Biju
Hamilton,WKO
Summary
Enthusiastic IT graduate looking for opportunities in a reputed company that matches my skills and abilities. Proficient in troubleshooting, customer support and ITIL practices. 2 Years of experience in Service Desk Analyst role with broad base of knowledge in Zoho Desk and experience in resolving issues, delivering high levels of customer satisfaction. Eager to leverage technical skills and deliver exceptional support to enhance end user experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Software Support Specialist
Best Practice Software
02.2024 - Current
- Assisted in creation of product documentation and user guides, enabling customers to better understand software functionality and features.
- Improved customer satisfaction by promptly addressing software issues and providing effective resolutions.
- Delivered exceptional customer service through clear communication and empathy, resulting in increased client retention rates.
- Played essential role in maintaining high levels of customer satisfaction during periods of high call volume or challenging situations.
- Managed approximately 30 incoming calls and emails per day from customers.
Customer Service Officer
IRD
05.2023 - 01.2024
- Supporting customers with Tax related issues and Ticketing
Service Assistant in Healthcare Industry
Waikato DHB
05.2021 - 03.2023
- Service assistant job in Waikato DHB helped me gain confidence to attend calls and solving problems, ordering necessary stocks for smooth running of the company, stock up ordered items and helping people who needs some assistance,
Healthcare Assistant
Griffin Healthcare
06.2019 - 04.2021
- Helped people in need.
Desktop Assistant
HCL India
10.2017 - 02.2019
- Log's incidents and service requests and maintains relevant records
- Getting customer/clients complaints lodged into help desk software
- Incidents and service requests are escalated to internal support teams or external service providers via Call Management System
- And customer complaints are fully addressed and escalated when required
- Regular feedback is provided to customers regarding Incident and service request status
- Maintains records, informs users about process, and advises relevant persons of actions taken
- Advice client for troubleshoot themself first, then try remote app for troubleshooting like Team Viewer.
Education
Graduate Diploma in applied Information Technology -
WINTEC
Hamilton, New-Zealand03.2020
Bachelor of Technology in Computer Science -
Karunya Institute of Technology
Coimbatore, India06.2018
Skills
- Ticketing
- Deep knowledge in Active Directory
- Microsoft and Troubleshooting
- Knowledge about servers in cloud
- Desktop support knowledge DHCP (Static, Dynamic)
- Proficient in Networking tools and Technologies
- Customer Service Skills and attention to details
- Good written and verbal communication skills
- Accurate and strong attention to details
- Ticketing tools : Zoho Desk
- Proficiency in using Microsoft Excel, word, Visual Basic, outlook, OneDrive, applications
- Excellent data analytical skills and effective IT problem solving experience
- All incidents and service requests are logged, monitored, and tracked using call management system
- High standard of correctly classified data entered call management system for accurate reporting
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders
- Computing literacy and aptitude in MS Office applications, and technology
- Microsoft Teams and Skype for Business as Collaboration tools, messaging, Office 365
- Knowledge of ITIL processes Active Directory, Microsoft operating systems, Citrix and RDS
- Flexible Team Player Exceptional aptitude
- Ability to gather information from customers and ability to communicate between technical and non-technical people
- Excellent written and oral communication skills Experience in health sector
- Empathize with Customers Tech savvy and Mental agility to learn and apply new learning
- Organized and flexible Self-motivated Management and decision-making skills
- Able to prioritize and execute tasks in high-pressure environment
- Multi-tasking and excellent time management and attention to detail
- Excellent Listening skills and relations building skills
Certification
- IT support certification, Online
- Cyber security workshop, Coimbatore
- EMC Academic associate , cloud infrastructure and services, India
Personal Information
Title: Service Desk Analyst
References
Available upon request
Training
- IT support course
- ITIL practises
Timeline
Software Support Specialist
Best Practice Software
02.2024 - Current
Customer Service Officer
IRD
05.2023 - 01.2024
Service Assistant in Healthcare Industry
Waikato DHB
05.2021 - 03.2023
Healthcare Assistant
Griffin Healthcare
06.2019 - 04.2021
Desktop Assistant
HCL India
10.2017 - 02.2019
Graduate Diploma in applied Information Technology -
WINTEC
Bachelor of Technology in Computer Science -
Karunya Institute of Technology
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