Rukhiya Begum
@rukhiyabegum
Experienced change and incident management professional with over 5+ years of leading successful transformations in a complex organisation.
IndiaWhat I'm looking for
Technical Skills: ServiceNow, Genesys, Zendesk, Microsoft. Industry Knowledge: Change, Problem, Incident and Service Desk Analyst Soft Skills: Communication, Leadership, Teamwork, Problem Solving, Empathy, and People Skills.
Experience
Work history, roles, and key accomplishments
Senior Service Desk Engineer
Fidelis Corporation Pvt Ltd (HPE)
May 2023 - Jun 2024 (1 year 1 month)
Owned incident, change and problem tickets while meeting SLAs across APAC and EMEA; reduced incident resolution delays by proactively coordinating major-incident calls and cross-functional handoffs. Provided L1 troubleshooting for networking, VPN, applications and endpoint devices and supported onboarding of new systems.
Service Desk Engineer
24 7 Intouch
Jun 2022 - Dec 2022 (6 months)
Provided frontline support for applications, networking and device issues including installations, screen mirroring and audio/video troubleshooting while advising users on configuration and resets. Handled inbound calls, chats and tickets to meet SLA targets.
Service Desk Engineer
Concentrix
Nov 2018 - May 2022 (3 years 6 months)
Managed ITSM tickets, provided L1 support for VPN, networking and endpoint devices, and participated in incident and vendor management to maintain SLA compliance across global time zones. Regularly reviewed open tickets and communicated status updates to stakeholders.
Education
Degrees, certifications, and relevant coursework
ITIL V4 Certification
ITIL V4 Certification, IT Service Management
2021 - 2021
Obtained ITIL V4 certification to support IT service management practices.
Abbas Khan Degree College For Women
Master of Commerce, Commerce
2018 -
Grade: 70%
Completed M.Com degree with 70% marks in 2018.
Generative AI: Mastermind
Course Certificate, Artificial Intelligence
Completed a Generative AI skills course to enhance AI-related knowledge and capabilities.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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