Pooja Pandit
Christchurch
Summary
Dynamic Customer Support Analyst at Tait Communications with expertise in system monitoring and troubleshooting. Proven ability to resolve complex hardware, network, and software issues, ensuring uninterrupted service for global clients. Proficient in ITSM tools like ServiceNow, demonstrating strong problem-solving skills and effective communication in high-pressure environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Analyst
Tait Communications
Christchurch
03.2023 - Current
- Monitored critical radio systems for global clients, resolved hardware, software, and network issues, and managed user access and permissions via Active Directory to ensure secure and uninterrupted service.
- Handled support queries via phone, email, and ticketing tools, logged incidents in ServiceNow and Remedy, escalated complex issues to L2/L3 support, and worked with clients on firewall and connectivity checks to ensure secure operations.
- Tools Used: ServiceNow, Remedy, Entuity, SNMP, ITIL, Omnicore console, Base Stations, P25, DMR.
Junior Intern Web Developer
AM Creative Software
Auckland, NZ
02.2021 - 08.2021
- Interned in an Agile SDLC team, where I designed user interfaces using Figma, developed web applications with HTML, CSS, and JavaScript, and communicated project updates through Slack and Zoom to support team coordination and user satisfaction.
Software Tester
Ergode IT Services Pvt Ltd
Mumbai, India
04.2018 - 12.2018
- I worked as a manual tester on a PHP e-commerce project, designing 84 test scenarios and 100 test cases for key features, including the cart, and checkout.
- Reported bugs using Jira, and built Selenium test suites with JavaScript to support automation.
- Tools used: Excel, JIRA, Eclipse, Web Driver.
IT Tech Support Engineer
C-edge technologies ltd
Mumbai, India
12.2016 - 04.2018
- Provided Tier 1 IT support remotely and over calls, handling 50+ technical issues weekly, submitting service tickets for equipment, Office 365, and Windows servers, and using CLI to update eScan antivirus for clients.
- Tools used: RDP, Office 365, Zendesk, PowerShell.
Education
Masters - Information Technology
Auckland Institute of Studies
Auckland, NZ05.2022
Bachelors of Engineering - Electronics And Telecommunications
Leelavati Awhad IT M S & R
Mumbai, India06.2015
Skills
- System monitoring: Real-time oversight of mission-critical radio systems to ensure uptime and performance
- Troubleshooting: diagnosing and resolving hardware, software, and network issues across diverse environments
- ITSM tools: proficient in ServiceNow and Remedy for incident logging, categorization, and resolution tracking
- Remote support: confident in using VPN for secure remote diagnostics and client-side issue resolution
Certification
- Microsoft Azure Fundamentals (AZ-900), 2025
- ISTQB Foundation Manual, Software Tester, 2018
Projects
Conducted a Twitter sentiment analysis research project using Python (Feb–May 2023), applying machine learning techniques to classify tweets into positive, negative, and neutral categories
References
Available on request
Timeline
Customer Support Analyst
Tait Communications
03.2023 - Current
Junior Intern Web Developer
AM Creative Software
02.2021 - 08.2021
Software Tester
Ergode IT Services Pvt Ltd
04.2018 - 12.2018
IT Tech Support Engineer
C-edge technologies ltd
12.2016 - 04.2018
Masters - Information Technology
Auckland Institute of Studies
Bachelors of Engineering - Electronics And Telecommunications
Leelavati Awhad IT M S & R