Reeshma Naligala
Service Desk Analyst
Auckland,Auckland
Summary
An analytical self-motivated IT Security Management graduate and an experienced Service Desk Analyst with attention to detail, customer centric, able to interact easily with people of diverse technical backgrounds, cultures, and professional levels. Continuously update knowledge by tracking and understanding emerging practices and standards.
Overview
8
8
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Service Desk Analyst
Te Whatu Ora - Health New Zealand - Data & Digital
03.2022 - 11.2023
- Providing IT support to various DHBs through calls, emails and requests
- Documenting service requests and incidents, troubleshooting and resolving as many on first call basis.
- Assisting remotely using various remote tools.
- Escalating to respective teams depending on the urgency.
- Updating ticket status to the customer.
- Liaising with respective teams during major incidents, maintaining clear communication throughout the process.
- Keeping updated with the new changes and processes.
- Creating, deleting user accounts and providing requested accesses using Active Directory
- Resolving high volumes of service requests in a timely manner.
- Following Knowledge Base articles and SLAs to resolve the tickets
- Ensuring KPIs are met consistently.
Operations Support Coordinator
Immanuel Worship Community (IWC)
09.2020 - 03.2021
- Configuring new desktops, laptops for users as part of the build process.
- User administration tasks of managing user accounts using Remote Desktop- (Windows 10).
- Troubleshooting issues related to Office365, Printers and user logins.
- Deploying patches to Desktops and Laptops
- Troubleshooting Operating System issues for Desktops and Laptops
- Managing the sound and livestream, run technology for services, as well as provide troubleshooting and quality control.
- Ensuring all inbound/outbound documentation is accurate and compliant to IWC standards.
- Interacting with drivers, dispatch and customer services requiring a high level of communication and strong attention to detail.
- Organizing events related to security awareness among various age groups.
IT Service Desk Analyst
Chennai Oscar Bio Pharmaceuticals Private Limited
07.2015 - 12.2017
- Providing remote support through email and telephonic support to users located in different branches.
- Managing incidents, service request, change requests.
- Troubleshooting basic issues related to LAN and WAN.
- Assisting users with issues related to Outlook and Office 365.
- Liaising with tier 2 and tier 3 teams for advanced troubleshooting.
- Updating antivirus regularly for all servers and workstations
- Configuring file share permissions and printer permissions
- Provided training sessions to new IT service desk analysts as a part of onboarding process.
Education
Post Graduate Diploma in IT Security Management - Computer And Information Systems Security
Nelson Marlborough Institute of Technology
Nelson, NSN 04.2001 -
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Bapatla Engineering College
India 04.2001 -
Skills
Vulnerability Assessment
Additional Information
- Conducted free cyber security awareness sessions for high school students as a part of IWC activities.
- Organized sessions to parents on how to setup parental controls on phones.
- Participation in seminars and workshops organized by IT Professionals forum.
Certification
ITIL 4 Foundation
Timeline
ITIL 4 Foundation
02-2024
AZ-900 Azure Fundamentals
02-2024
Service Desk Analyst
Te Whatu Ora - Health New Zealand - Data & Digital
03.2022 - 11.2023
Operations Support Coordinator
Immanuel Worship Community (IWC)
09.2020 - 03.2021
IT Service Desk Analyst
Chennai Oscar Bio Pharmaceuticals Private Limited
07.2015 - 12.2017
Post Graduate Diploma in IT Security Management - Computer And Information Systems Security
Nelson Marlborough Institute of Technology
04.2001 -
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Bapatla Engineering College
04.2001 -
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