Kammari Priyanka
Hyderabad
Summary
Adept in Active Directory Management and renowned for exceptional customer service, I significantly enhanced IT support efficiency at Parexel International Pvt Ltd. My expertise spans Microsoft Applications Support to Azure Resource Management, underpinned by a solid foundation in PowerShell scripting and a proactive approach to problem-solving.
Overview
7
7
years of professional experience
Work History
IT Technical Support Specialist II
Parexel International Pvt Ltd
Hyderabad
01.2024 - Current
- Worked as L1 & L2 support for all aspects of technology (systems, software, hardware).
- Communicated and collaborated across various teams and departments to help resolve issues.
- Experienced with Active Directory, group policies, and user account management.
- Familiar with remote desktop tools and support software.
- Provided process and technical training for new joiners.
- Experienced with Microsoft applications like MS Teams, Outlook, OneDrive, OneNote, and SharePoint.
- Managed Active Directory (AD) services, including account creation, modification, and deletion, supporting company policy adherence.
- Managed wireless access points, VPN connections, and network protocols to ensure secure and efficient remote access.
- Managed email accounts, distribution lists, and mail flow in Exchange Center (EXC), and troubleshooted email delivery issues. Implemented email security policies.
- Implemented and managed MFA (Multi-Factor Authentication) solutions. Assisted users with MFA setup and troubleshooting. Monitored and responded to authentication issues.
- Deployed and managed software applications using SCCM, Company Portal, and Software Center. Troubleshooted installation and update issues. Maintained software inventory and compliance.
- Managed Azure resources and services. Monitored and optimized cloud performance. Implemented security and compliance measures.
- Implemented and managed disk encryption with Microsoft BitLocker. Assisted users with BitLocker setup and recovery. Ensured data protection and compliance.
- Managed privileged accounts and access with CyberArk. Monitored and responded to security incidents. Implemented security policies and best practices.
- Logged and managed service requests and incidents using ITSM Tool (ServiceNow). Tracked and resolved issues within SLAs. Generated reports and analyzed service desk performance.
- Managed device join processes for Hybrid Join and Domain Join from AD. Troubleshot domain join issues.
IT Service Desk Analyst
Optum Global Solutions
10.2022 - 11.2023
- Company Overview: (Payroll - Joules to Watts Business Solutions)
- Provide technical assistance to internal employees of the organization related to hardware and software queries through calls, emails and web portal using the tool Service Now
- Guide the Users in installation and setup of printers
- Worked on all kind of network related connectivity issues i.e., through Wi-Fi/LAN/Docking station
- Hands on experience on AD, VMWare account creation and setup, Citrix related apps installation and setup
- Assist desktop related issue i.e., White screen and blue screen error
- Taking the ownership of the incidents being created and follow up as per the SLA’s
- Connect with Incident Management Team for any outages which are to be resolved under highest priorities
- Work on web portal incidents and provide resolution or will assign the ticket to concern department related to the issue
- Assist users to create MS password, Raise access request from the tool Secure
- Support login and technical issue related to MS Office i.e., MS Teams, Outlook, One drive, MFA
- (Payroll - Joules to Watts Business Solutions)
Technical Support Analyst (Client – HP Printers)
Sitel India Pvt Ltd
02.2021 - 03.2022
- Responsible for diagnosing and repairing faults, resolving network issues, and installing configuring the hardware and software related issues in printer
- Trouble shooting technical issues like print quality, drivers and connecting with network
- Assist the customer on calls, chat, emails and remote support as per customer convince
- Replacing or repairing the necessary parts of printer
Sr. Customer service executive
Conneqt Business Solutions
04.2019 - 12.2020
- Company Overview: (Axis Bank)
- Responsible for ensuring customer satisfaction by handling account related issue and technical issues
- Provide resolution of customer support issues which are transferred by front line support
- Resolved escalated service requests raised by front line executive related to technical issue, account, and branch services
- Auditing calls of front line executive and provide feedback
- (Axis Bank)
Quality control & Quality Assurance
Prayagh Nutri Products Pvt Ltd
06.2018 - 03.2019
- Responsible for handling internal audits of all the departments like (Store, Production, HR, dispatch and QC)
- Responsible for entering the quality results of ingredients after completing the quality control test
- Inspecting of raw materials to ensure that no poor-quality ingredients are used
- Inspecting the final product to ensure that no poor-quality loaves are sent to customer
- Quality assurance involves monitoring and reviewing performance to ensure results align with standards
Education
BSc - Computer Science
ISBM University
Chhattisgarh01.2021
MPC -
Viswabharathi junior College
Shadnagar01.2015
SSC -
Govt. Girls High School
Sulthan Bazar, Koti01.2013
Skills
- Active Directory Management
- Microsoft Applications Support
- Exchange Center Administration
- Intune Device Management
- VPN configuration and support
- Multi-Factor Authentication
- Software Deployment and Management
- Azure Resource Management
- Disk encryption with BitLocker
- Privileged Access Management with CyberArk
- ITSM Tool (ServiceNow) Proficiency
- Virtual Desktop Infrastructure (VDI) Support
- Remote Support Tools (LogMeIn, Bomgar)
- PowerShell scripting
- Customer service expert
- Product knowledge expertise
Accomplishments
- Received recognition and appreciation for outstanding performance.
- Earned rewards and certificates for exceptional contributions..
- Participation certification for the event organizer.
Education
Sulthan Bazar, Koti,Shadnagar,Chhattisgarh
Contact
Ramanthapur, 500013
Timeline
IT Technical Support Specialist II
Parexel International Pvt Ltd
01.2024 - Current
IT Service Desk Analyst
Optum Global Solutions
10.2022 - 11.2023
Technical Support Analyst (Client – HP Printers)
Sitel India Pvt Ltd
02.2021 - 03.2022
Sr. Customer service executive
Conneqt Business Solutions
04.2019 - 12.2020
Quality control & Quality Assurance
Prayagh Nutri Products Pvt Ltd
06.2018 - 03.2019
BSc - Computer Science
ISBM University
MPC -
Viswabharathi junior College
SSC -
Govt. Girls High School
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