Monica Dommaraju Rajendran
Canada
Summary
Highly dedicated and results-driven Technology Incident Management Analyst with over 4.6 years of experience in technology operations, incident resolution, and Tableau user management. Strong background in stakeholder coordination, process improvement, and end-user support. Additionally skilled in recruitment and resource management, bringing a balanced mix of technical and people-focused expertise.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Part-Time Analyst
SJ SAP Consulting
05.2024 - 11.2024
- Monitored and managed ServiceNow service requests and incidents, routing them to respective technology teams.
- Used Tableau to create small reports summarizing requests, incidents, and their priorities.
Specialist
Scalene Works People Solutions (DXC Client)
05.2022 - 10.2023
- Performed administration tasks for the service desk and BI-related queries.
- Worked under pressure to troubleshoot issues within defined SLA timelines.
- Provided support to internal and external users for Windows infrastructure-related issues.
- Handled user and content management through ticketing systems.
- Supported the recruitment team in sourcing profiles via job portals, LinkedIn, employee referrals, and internal databases for both contract-to-hire and permanent staffing.
Associate Consultant (L1 & L2 Support)
Ascendency Infosystems (Unilever Client)
02.2017 - 02.2020
- Utilized BMC Remedy to track and manage service requests and incidents efficiently, routing tickets to appropriate teams.
- Resolved end-user software issues through phone, chat, email, and remote desktop, ensuring SLA compliance.
- Performed user account management in Active Directory, including adding/removing users for systems like Tableau Server.
- Troubleshot application-related issues and provided timely resolutions aligned with service levels.
- Deployed and managed virtual machines on Microsoft Azure and AWS for Proof of Concept (POC) activities.
Education
Master's - Internetworking
Dalhousie University
07.2025
Bachelor of Technology (B.Tech) - Computer Science
Sri Venkateshwara College
05.2015
Skills
- Ticketing Tools: ServiceNow, BMC Remedy (Requests, Incidents, Change Requests, and Jira Stories)
- Incident Management: Threat Detection, Incident Response, and Recovery
- Monitoring: Tableau Desktop and Server, Monitoring Services Alerts and Recovery
- Productivity Tools: Microsoft Office Suite (Outlook, Excel, Word) and Google Workspace (Mail, Sheets, Docs)
- IAM: User and Group Administration
- Networking: Routing, Switching, IP Addressing, VPNs, Firewalls, IDS/IPS
- Protocols & Security: TCP/IP, UDP, HTTP, SNMP, Encryption, Cryptography, SOA, and Cybersecurity Fundamentals
- Soft Skills: Effective Communication, Team Collaboration, Behavior Management, Recruiting, Networking & Interpersonal Skills
Certification
NewLife CPR – Certified on 2024-06-24
Languages
English
Timeline
Part-Time Analyst
SJ SAP Consulting
05.2024 - 11.2024
Specialist
Scalene Works People Solutions (DXC Client)
05.2022 - 10.2023
Associate Consultant (L1 & L2 Support)
Ascendency Infosystems (Unilever Client)
02.2017 - 02.2020
Bachelor of Technology (B.Tech) - Computer Science
Sri Venkateshwara College
Master's - Internetworking
Dalhousie University