Priya Bageja
Halifax,NS
Summary
With around 3+ years of professional experience in the field of Technical customer support have had the opportunity to play the role of cloud operations specialist/IT Helpdesk Technician for organization. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Enthusiastic team player to contribute to company success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Helpdesk Technician
Microserve
10.2023 - 04.2024
- Provide support via phone, email and in person to assist people with their use of Information Technology
- Managed approximately 20-30 incoming calls, emails and faxes per day from customers
- This includes client supplied and personal desktop and laptop hardware, software, operating systems and system administration
- Provide IT operations support for physical and virtual servers, virtualized infrastructure, network switches, firewalls and other computer equipment
- Provide IT business and application support services for projects and special requests
- Assist in creation, documentation, and ongoing development of process documentation for onsite Microserve team
- Perform scheduled, proactive maintenance for support equipment including desktop, server and network equipment (including scheduled after-hours maintenance)
- Participate in periodic IT infrastructure projects such as desktop/laptop refreshes requiring across province travel every four years, replacement of server and storage infrastructure in two different data centers, and network switch and firewall replacements province wide
- Provide after-hours Help Desk support via supplied smartphone and laptop on rotation
- Provide service and project coordination for resource planning and completion of deliverables for onsite and offsite clients.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Installed and configured operating systems and applications.
Omni Advisor/Sales Advisor
Best Buy Canada
07.2023 - 09.2023
- Managing Sales for their existing electronic products like Laptops, Tv etc
- Coordinating with Product and Operations team in order to provide better customer service to clients
- Managing Sales for their service plan called Geek Squad Services offering protection and services on electronic products sold at Best Buy.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Promoted customer loyalty programs to increase customer retention and repeat purchases.
Technical Support Specialist /Cloud Operations Specialist
Ultimate Kronos Group
03.2020 - 12.2022
- Provided Level 1 support to UKG users/clients and escalate more complex issues to Level 2 support team
- Monitoring support queue and dispatching application support tickets to relevant stakeholders
- Review/assess technical situation and establish case priority/severity in accordance with service level agreement
- Analyze & troubleshoot customer application issues and system generated alerts from technical support standpoint
- Installs, tests, documents, and troubleshoots assigned Kronos's Product installations/deployments which includes service pack upgrades, application patch Installation etc
- Coordinate and work along with DBA team for performing database refreshes of non-Production environments with production copy, whenever requested by customer
- Perform pre/post application validations as part of any planned/unplanned downtime Adhere to Triage
- Matrix while handling alerts and incidents
- Perform adhoc application and server level restarts whenever requested by customer
- Provide users support with O365, Windows 10 and assist users with any technical support need
- Hands on experience and knowledge working with multiple tools like Salesforce, Splunk etc
- Analyzing and collecting log files, heap/thread dumps, etc
- To identify root cause for permanent fix of application issues
- Having knowledge of SRT (Server Repository tool) and process of updating it using SQL commands
- Hands on experience working with ServiceNow as Ticketing tool. Handling 30-40 tickets a day and resolving issues timely.
- Knowledge of System monitoring tools (e.g., Splunk, AppDynamics, App Manager) & having knowledge of
- JBOSS application platform, authentication methodologies, application performance troubleshooting, load balancing and general system administration
- Hands on experience working with SSL, LDAP, AD, SSO
- Understanding of ITIL concepts.
Digital Marketing Intern
Kyrion Technologies Pvt Ltd
05.2019 - 07.2019
- Supported the marketing team with administrative tasks, ensuring smooth operations within the department.
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
- Performed market analysis and researched latest trends.
Web Development Intern
Aptron Solution Pvt Ltd
05.2016 - 08.2016
- Creation of Blood donation website using HTML and CSS PROJECTS
- Research on various threats in cyber security, This term paper focuses on various threats in cyber security.
- What all different types of attacks are present in today’s world and how those attacks are affecting lives of people.
- Increased website traffic by optimizing page load times and implementing SEO best practices.
Education
Master of Computer Applications - Master of Computer Application
Amity University
India07.2020
Bachelor of Computer Applications - Bachelor's of Computer Applications
Amity University
India07.2018
Skills
- Customer Support
- VPN Configuration
- Software Installation
- Application support
- Technical Troubleshooting
- Tickets Support system Management
- Incident Reporting
- Security Protocols
- Hardware Upgrade/ Repair
Certification
ITIL Foundation V4 Certified
Timeline
IT Helpdesk Technician
Microserve
10.2023 - 04.2024
Omni Advisor/Sales Advisor
Best Buy Canada
07.2023 - 09.2023
Technical Support Specialist /Cloud Operations Specialist
Ultimate Kronos Group
03.2020 - 12.2022
Digital Marketing Intern
Kyrion Technologies Pvt Ltd
05.2019 - 07.2019
Web Development Intern
Aptron Solution Pvt Ltd
05.2016 - 08.2016
Master of Computer Applications - Master of Computer Application
Amity University
Bachelor of Computer Applications - Bachelor's of Computer Applications
Amity University
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