Nidhiben Oza
Summary
Detail-oriented and highly skilled IT Support Specialist with over four years of experience delivering comprehensive technical support and efficient issue resolution in high-demand environments. Demonstrated expertise in diagnosing and resolving complex hardware and software problems, optimizing system performance, and guiding end users through effective troubleshooting processes. Proficient in managing help desk operations, ensuring timely ticket resolution, and maintaining consistently high levels of customer satisfaction. Possesses a strong foundation in networking, operating systems, and IT security best practices. Recognized for excellent communication skills and the ability to collaborate seamlessly with cross-functional teams to support business continuity and user productivity.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Support Desk Analyst
Fujitsu
05.2023 - Current
- Delivered first-level technical support to end users, resolving hardware, software, and network issues within Windows and Office 365 environments.
- Utilized and maintained knowledge of essential Service Desk support tools, including Active Directory for user authentication and ServiceNow IT Service Management (ITSM) platform for seamless incident, request, change, and problem management for over 2 years.
- Followed established IT service delivery processes and actively suggested improvements to enhance service efficiency and effectiveness.
- Opened and managed incident and request tickets for all customer contacts via ServiceNow, ensuring accurate tracking, timely resolution, and prevention of duplicate tickets.
- Identified and communicated potential solutions for inclusion in the knowledge base, supporting the growth of self-service resources.
- Documented and monitored adherence to account-related processes and procedures, ensuring compliance and contributing to continuous improvement efforts.
- Followed established security policies to protect sensitive data and maintain a secure support
Junior Web Developer
Femina Instrument Pvt Ltd
03.2016 - 07.2027
- Helped to create and update websites under the supervision of an experienced web designer.
- Created minor elements of a site, test different user interface styles and came up simulations for design presentation.
Technical Support Specialist
Anand Cooling Equipment Pvt Ltd
01.2019 - 12.2020
- Kept customers informed of progress throughout the issue lifecycle and made follow-up calls or communications in a timely manner to ensure transparency and satisfaction.
- Assisted team members by providing support and solutions to customer queries, aligning efforts with company objectives.
- Maintained up-to-date knowledge of company products and services to enhance customer support and service solutions.
- Gathered customer and technology information to determine the appropriate technical support level, elevating calls to the necessary support tier when required.
Web Developer Intern
Gelco Electronics Pvt Ltd
11.2014 - 12.2015
- Involved in developing interactive web applications using a dynamic scripting language like php, python and developed/design the application using wamp architecture.
- Designed authentication form to check whether the user is an authorized person to use the system.
Education
Information Technology Programmer Analyst -
College LaSalle
01.2022
Bachelor of Electronics and Communication - undefined
Alpha College
Skills
- Operating Systems (Windows, macOS)
- Remote Desktop Support (Quick Assist)
- Ticketing Systems (ServiceNow)
- Hardware Troubleshooting and Repair
- Software Installation and Configuration
- Active Directory Management
- Customer Relationship Management (CRM) Software
- Antivirus and Security Software
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Hardware Proficiency
- Troubleshooting Methodology
LANGUAGE
English
Training
- Importance of Documentation | Fujitsu | Oct 2024 - Present
- Ticket Ownership | Fujitsu | Oct 2024 - Present
- MC-Information Security Awareness | Aug 2024 - Present
- Global Security Training | Fujitsu | Mar 2024 - Mar 2024
LINK
LinkedIn: https://www.linkedin.com/in/nidhi-oza/
Certification
- IMPORTANCE OF DOCUMENTATION | Fujitsu | Oct 2024
- TICKET OWNERSHIP | Fujitsu | Oct 2024
- MC-INFORMATION SECURITY AWARENESS | Aug 2024
- GLOBAL SECURITY TRAINING | Fujitsu | Mar 2024
Timeline
IT Support Desk Analyst
Fujitsu
05.2023 - Current
Technical Support Specialist
Anand Cooling Equipment Pvt Ltd
01.2019 - 12.2020
Junior Web Developer
Femina Instrument Pvt Ltd
03.2016 - 07.2027
Web Developer Intern
Gelco Electronics Pvt Ltd
11.2014 - 12.2015
Bachelor of Electronics and Communication - undefined
Alpha College
Information Technology Programmer Analyst -
College LaSalle
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