Snigdha Bose
Papakura,New Zealand
Summary
Results-driven professional known for productivity and efficiently completing tasks. Skilled in incident management, process improvement, and technical support. Excel in communication, leadership, and problem-solving, ensuring seamless service desk operations. Committed to enhancing team performance and customer satisfaction through proactive management and innovation.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ICT SENIOR SERVICE DESK & SUPPORT TECHNICIAN
Auckland University of Technology (AUT)
Auckland, New Zealand
06.2022 - Current
- Assumed Team Leader responsibilities, managing escalations, and resolving complex and high-priority issues.
- Providing expert assistance to staff for IT Service Desk inquiries, covering both Level 1 and 2 support.
- Spearheading the installation, configuration, testing, and maintenance of operating systems, application software, and system management tools.
- Proactively ensuring optimal system and infrastructure uptime.
- Developing, modifying, and troubleshooting PowerShell scripts within the Microsoft Exchange Admin Center.
- Overseeing daily operations involving SharePoint Admin, Microsoft Purview, OneDrive, Microsoft 365 Admin Center, Zoom, MS Teams, and more.
- Configuring Active Directory accounts and workstations.
- Administering network servers and various technological tools.
- Managing licenses, permissions, and access across multiple platforms.
- Collaborating with stakeholders and utilizing ITSM tools, like ServiceNow.
- Building and maintaining a comprehensive internal knowledge base with technical documentation, manuals, and IT policies.
- Assisting in testing a project called "CoManage" aimed at consolidating staff details across various systems.
IT SERVICE DESK SPECIALIST
Concentrix
Auckland, New Zealand
02.2021 - 06.2022
- Provided comprehensive IT support to staff and students at Unitec and MIT, addressing a wide range of service desk queries.
- Efficiently managed and resolved Tier 1 and 2 service desk requests via phone, email, chat, and in-person interactions.
- Collaborated with all levels of Unitec and MIT staff to troubleshoot and resolve technical issues related to IT infrastructure, including workstations, software, printers, and conference room equipment, like projectors.
- Assisted staff with Active Directory login and password issues, and created new network profiles in Active Directory.
- Utilized remote access tools such as Skype for Business, System Center Configuration Manager (SCCM), and Bomgar to troubleshoot and resolve issues remotely.
- Diagnosed and resolved Outlook mailbox issues, and configured shared mailboxes for users.
- Managed the creation of guest wireless accounts using ExtremeCloud IQ.
- Supported staff by providing access to SharePoint paths and managing distribution lists.
- Coordinated with technology leads to facilitate customer issue resolution and update accounts.
- Addressed and resolved issues within Microsoft Office 365 applications, including Outlook, Excel, and Skype for Business.
- Assigned Office 365 licenses to staff using PowerShell.
- Documented and tracked incidents and service requests using HEAT (Ivanti), ensuring accurate records of issues reported by staff and students.
OFFICE MANAGER
Astute Investments
01.2019 - 01.2020
- Resolved customer complaints quickly, employing knowledge of loan products, bank policies and customer service strategies
- Identified positive and negative markers in applicant financial histories through careful reviews
- Supported applicants throughout the process, including obtaining information for applications and assisting with forms
- Framed investigations based on coverage limitations outlined in claims forms and policy documentation
- Verified information listed on forms against other sources and by inquiring directly with claimants
- Handled an offshore team.
Education
Bachelor of Engineering - Information Technology
Amity University, Lucknow, India
01.2011
Skills
- Help Desk Support
- Customer Service Support
- Microsoft Windows and Office 365 (Exchange Online)
- TCP/IP, DHCP, DNS
- VMware
- Service now ticketing tool
- SCCM, AD, AAD, GPO
- Tracking and Documentation
- Remote Desktop Services
- Computer Diagnostics
- Hardware installation and maintenance
- Client Relationship Management
- Team Management
- Service Level Agreements
- Coaching and Mentoring
- System optimization
- Application support
- Documentation Development
- Call Management
Certification
- Azure AZ-900
- Azure AZ-104 (Exam Scheduled)
Timeline
ICT SENIOR SERVICE DESK & SUPPORT TECHNICIAN
Auckland University of Technology (AUT)
06.2022 - Current
IT SERVICE DESK SPECIALIST
Concentrix
02.2021 - 06.2022
OFFICE MANAGER
Astute Investments
01.2019 - 01.2020
Bachelor of Engineering - Information Technology
Amity University, Lucknow, India
- Azure AZ-900
- Azure AZ-104 (Exam Scheduled)
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