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Poornima Mathavan

@poornimamathavan

Experienced IT professional with expertise in incident management and ITIL concepts.

India

I am an experienced IT professional with a strong background in incident management and ITIL concepts. With 4 years of industrial experience, I have developed a solid understanding of IT operations and have excelled in various roles, including Senior Analyst and Help Desk Coordinator. I am skilled in handling critical and priority incident tickets, process improvement, training new recruits, and user administration. I have a proven track record of providing excellent customer support and ensuring timely resolution of issues.

In my current role as a Senior Analyst at HCL Technologies, I specialize in handling critical incidents and play a key role in process improvement and training. I am responsible for shift assignment, generating reports, and providing active directory support. I have extensive experience with ticketing tools like ServiceNow and have a deep understanding of ITIL best practices.

Prior to my current role, I worked as a Help Desk Coordinator at Intelenet Global Systems (now Teleperformance) where I gained experience in monitoring tools, end user support, and client coordination. I excelled in handling escalated calls, prioritizing incidents, and ensuring timely resolution. I also have experience in vendor coordination, user administration, and generating reports.

Experience

Work history, roles, and key accomplishments

WA

Desktop Support L1 Engineer

Wipro Technology's client Sunpharma (under the payroll of Ac

Dec 2017 - Jul 2018 (7 months)

Used BMC Remedy tracking systems, responded to client queries, trouble ticket creation, user administration, access support, self-motivated environment, scheduling and managing bookings for conference calls.

Education

Degrees, certifications, and relevant coursework

Poornima hasn't added their education

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Tech stack

Software and tools used professionally

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