Priyanka Mane
Associate Professional, IT Operations
Hinjewadi
Summary
Experienced IT Engineer with 3.10 years of expertise in Service Desk operations, Technical Support, Active Directory Management, and Incident Resolution. Skilled in providing remote support, handling compliance/security management, and configuring software solutions for enterprise environments. Strong understanding of ITIL practices, SLAs, and security protocols.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Associate Professional, IT Operations
Ingram Micro Platform Technology India PVT(IMPTIPL)
09.2023 - Current
- Management and maintenance of the Compliance Software.
- Hands-on Experience on Active Directory.
- Hands-on Experience in an AD management Engine.
- Hands-on experience in Remote support.
- Provide support to end users on call, by mail, and on tickets, Chat, including VIP users.
- Provided support to International and Domestic users.
- Triage & diagnose reported faults by applying standard fix protocols as required.
- Accurately log incidents and ensure all relevant data is captured.
- Regularly updating incidents logged on the Incident Management system and providing end users with a technical solution within Service Level Agreements.
- Escalate incidents where a first-time fix is not possible to the relevant internal resolver Group.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessary.
- Having access to ITSM Tools, Servies now (SNOW)
- Configuration of Various Software like SAP GUI 770, SQL server, Oracle Developer, VPN's Cisco VPNs, Pulse, Fortinet, Global Protect, Zscaler, etc.
Service Desk Engineer
VDA Infosolutions Pvt Ltd Clinet Birlasoft
06.2022 - 09.2023
- Management and maintenance of the Compliance Software.
- Hands-on Experience on Active Directory.
- Hands-on Experience in an AD management Engine.
- Hands-on experience in Remote support.
Service Desk Engineer
Infinity Mind Pvt LTD Client Wipro
04.2021 - 05.2022
- Provide support to end users on call, by mail, and on tickets, including Highgrade users.
- Provided support to International and Domestic users.
- Triage & diagnose reported faults by applying standard fix protocols as required.
- Accurately log incidents and ensure all relevant data is captured.
- Regularly updating incidents logged on the Incident Management system and providing end users with a technical solution within Service Level Agreements.
- Escalate incidents where a first-time fix is not possible to the relevant internal resolver Group.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessary.
- Having access to McAfee admin console, Active Directory, and AD manage engine.
Education
BCA - CS
Shivaji University
Maharashtra09-2020
HSC -
Maharashtra Board
Maharashtra06-2017
Skills
- Active Directory
- AD Manage Engine
- ITSM Tool
- Windows-level software troubleshooting
- Windows-level hardware troubleshooting
- Information Technology Infrastructure Library (ITIL)
- Microsoft SQL Server Studio
- Remote tool Log me into the Remote tool
- Bomgar Remote tool
- McAfee admin console
- SSCM
- Windows Power Shell
- Linux
- C
- C
- HTML
- ServiceNow
- IM360
- CRM Access
- UAT access
- Impulse
- Password Reset
- User access
- IM-FIRST access
- MySQL
- Exit Clearance
- Maintenance Tool
- Appreciation Hub application
Awards
- C Certification A + and N+, MCTS, RECE (Red hat Enterprise Linux) Certified Engineer
- MS-CET
Timeline
Associate Professional, IT Operations
Ingram Micro Platform Technology India PVT(IMPTIPL)
09.2023 - Current
Service Desk Engineer
VDA Infosolutions Pvt Ltd Clinet Birlasoft
06.2022 - 09.2023
Service Desk Engineer
Infinity Mind Pvt LTD Client Wipro
04.2021 - 05.2022
BCA - CS
Shivaji University
HSC -
Maharashtra Board
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