Hi, I’m
Dharma Devi Udayakumar
IT Service Desk Analyst
Sydney,Nova Scotia
Summary
Detail-oriented IT Service Desk Analyst with exceptional proficiency in Microsoft applications and a strong understanding of endpoint hardware. Proven track record of troubleshooting a wide range of technical issues, utilizing ticketing systems effectively, and enhancing customer satisfaction. Adept at managing multiple priorities and delivering prompt, courteous support.
Overview
8
years of professional experience
8
years of post-secondary education
1
Certification
Work History
Buchanan Technologies
IT Service Desk Analyst
5 2023 - Current
Job overview
- Provided prompt and courteous technical support to internal business partners via phone, email, and in person
- Conducted diagnostics and troubleshooting for software applications and hardware issues, ensuring effective resolution
- Managed and resolved support tickets using BMC Helix, improving resolution times and customer satisfaction
- Demonstrated exceptional proficiency in Microsoft Office Suite, assisting users with various application issues
- Addressed and resolved endpoint hardware problems, including installation, maintenance, and repair.
Delosys Info Pvt Ltd
Business Analyst
05.2019 - 07.2022
Job overview
- Prioritized and analyzed business initiatives based on needs and requirements, contributing to strategic planning
- Delivered comprehensive analysis of market trends, sales, and consumer behavior impacting long-term and short-term strategies.
Image Infotainment
Faculty & Game Developer
09.2016 - 04.2019
Job overview
- Developed chatbots using Dialogflow and created various 2D games, enhancing interactive learning experiences
- Completed a Data Visualization project on 'Resort vs Hotel' using Tableau, and a Predictive Analytics project on 'Productivity of Employees' using Python.
Education
Cape Breton University
Post Baccalaureate Diploma from Business Analytics
09.2022 - 05.2024
Jawaharlal Nehru University
Master of Technology
01.2012 - 05.2014
Anna University
Bachelor of Engineering
01.2004 - 05.2008
Skills
Microsoft Applications: Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Endpoint Hardware: Extensive knowledge in installation, functionality, and maintenance of endpoint hardware
Ticketing Systems: Experienced with [specific ticketing system, if any, eg, Jira, ServiceNow, Zendesk]
Technical Troubleshooting: Skilled in diagnosing and resolving issues with software applications and hardware
Data Analysis & Visualization: Data Cleaning, Excel/Google Sheets, Tableau, SQL
Programming & Scripting: Python, HTML, CSS, JavaScript
Problem Solving/Testing: Strong analytical skills and troubleshooting capabilities
Ticketing system proficiency
Certification
HDA (Help Desk Analyst) Certification, HDI, 09/08/2024
Projects
Data Visualization Project, Analyzed and visualized data comparing resorts and hotels, providing actionable insights using Tableau. Predictive Analytics Project, Utilized Python to analyze and predict employee productivity, delivering key insights for business improvement.
Timeline
Cape Breton University
Post Baccalaureate Diploma from Business Analytics
09.2022 - 05.2024
Business Analyst
Delosys Info Pvt Ltd
05.2019 - 07.2022
Faculty & Game Developer
Image Infotainment
09.2016 - 04.2019
Jawaharlal Nehru University
Master of Technology
01.2012 - 05.2014
Anna University
Bachelor of Engineering
01.2004 - 05.2008
IT Service Desk Analyst
Buchanan Technologies
5 2023 - Current