# Leena User

Leena User is a remote worker on Himalayas, Senior Executive, Engineer - Application Operations at Vodafone India Services Private Limited, based in India.

Source: https://himalayas.app/@leenauser3

```text
I resolve global application access and service desk issues across enterprise environments.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 140k+ INR |
| Job categories | Application Support Engineer, Service Desk Analyst, IT Support Specialist, Identity Access Management Analyst |
| Skills | L1 support, L2 Support, Remote troubleshooting, Voice support, Live Chat, Email Support, ITIL, Shift Management, Active Directory, SAP user administration, SAP GUI, SU01, VDI, Citrix Workspace, Incident Management, Request Management, Ticket Lifecycle Management, SLA Management, Cross Team Escalation, BMC Remedy, Smart IT, Windows 10, Windows 11, Bitlocker, Microsoft Office, Printer Troubleshooting, Queue Management, SOP Development, Training Delivery, Cisco Call Queues, WIAM, Trintech Cadency, SuccessFactors, SharePoint, Identity Lifecycle Management, IAM, Technical Documentation, DevSecOps |

## About

```text
I support global users at Vodafone India Services, resolving application access issues across Europe, Asia, and Africa while maintaining SLA-driven ticket operations.

As a Delegate Lead, I monitor Cisco call queues, balance ticket distribution across shifts, and keep global operations running when management is unavailable. I also provide high-touch identity and provisioning support for C-level executives.

I was promoted to SME at Quess Corp within three months, moving into Level 1 SAP application and access management. I've handled authorization issues, account unlocks, profile verification, and priority escalation for global users.

Earlier, on Virgin Media's UK project through Collabera Technologies, I diagnosed Windows lockouts, BitLocker prompts, Citrix connection drops, printer faults, and ticket requests in BMC Remedy. I also create SOPs and process guides that help train new team members and standardize workflows.
```

## Experience

### Senior Executive, Engineer - Application Operations (current)

[Vodafone India Services Private Limited](https://himalayas.app/companies/vodafone). Jan 2023 - Present

```text
Acted as Delegate Lead, monitored Cisco call queues, and balanced ticket distribution across shifts. Resolved ticket queues across global regions, drafted SOPs, and provided VIP support to C-level executives.
```

Skills: Cisco-Call-Queues, SLA-Management, SOP-Development, ITIL, VIP-Support, Cross-team-Collaboration

### Service Desk Analyst

[Quess Corp Limited](https://himalayas.app/companies/quess-corp-limited). Jan 2022 - Jan 2023

```text
Promoted to SME within 3 months, handling Level 1 SAP application and access management. Provided voice-based and remote assistance to global end-users, and managed multi-tier ticket escalations.
```

Skills: SAP-user-administration, Active-Directory, Remote-troubleshooting, Incident-Management, Escalation-Management

### Associate Contractor

[Collabera Technologies](https://himalayas.app/companies/collabera). Jan 2018 - Jan 2019

```text
Provided omni-channel global support for the UK project (Virgin Media), diagnosing and resolving workstation infrastructure issues. Managed ticket lifecycle using BMC Remedy, including opening REQs and logging incidents.
```

Skills: BMC-Remedy, Windows-Troubleshooting, Bitlocker, Citrix, Printer-Connectivity, Ticket-Lifecycle-Management

## Education

### Cochin University of Science and Technology

Bachelor of Technology, Computer Science and Engineering. 2014 - 2018

```text
Pursued a Bachelor of Technology in Computer Science and Engineering, graduating in 2018.
```

### Centre for Development of Advanced Computing (CDAC)

Advanced Diploma, Computer Programming

```text
Completed an Advanced Diploma in Computer Programming in 2017.
```

## Tech stack

- Windows 10

To contact Leena, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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