Damini Dua Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Primarily responsible to handle end to end Incident and Task management for IT support for TAL users.• Handle the setup and integration of audio, video for Crestron devices• Responsibilities: Technical support for Board room set-up, Asset Management, Deployment of Monthly patches, Daily monitoring of AV devices and panels, Application upgradation, New Starter training, Incident and Task Management• Handle hardware/software customers’ issues/requests through ServiceNow (ITSM Ticketing tool)• Knowledge Management - Creation of standard operating procedure (SOPs) documents for better knowledge management.• Provided KT to new joiners about the process and making sure the process is being followed in overall situation.• Collaborated with various vendors and teams (Network and security team) fto resolve complex customer service issues• Monitored and maintained the service desk ticketing system, ensuring all tickets were responded to in a timely manner

Sydney, Australia

• Primarily responsible to handle Managed end to end Incident and Task management for IT support for NBN Co.• Responsibilities: Server Management, Asset Management, Deployment of Monthly patches, Application upgradation, New Starter training, Incident and Task Management• Handle hardware/software customers’ issues/requests through ServiceNow (ITSM Ticketing tool)• Projects: Macros Migration, Win7 to Win 10 migration, Microsoft office upgrade.• Provided KT to new joiners about the process and making sure the process is being followed in overall situation.• Coordination with various Vendors and teams (Network and security team) for effective resolution

Pune Area, India

• Primarily responsible for fulfilling day to day service delivery operations.• Handled customers’ issues through ServiceNow (ITSM Ticketing tool), phone and requests through email.• Effective Incident management to see the issue through to the end.• Coordination with different support teams and vendors for effective and faster resolution.• Experience with Windows 7, Windows 10, SharePoint, Microsoft Suite, Office 365 and Active Directory.• Careful study and implementation of ITIL framework processes.• Experience with Service Now, VMware/Hyper-V, Citrix Xen Desktop/XenApp, and Backup - Veeam, Backup Exec.• Mentoring to junior team members to assist with career development.• SLA reporting and other support governance reporting to the customer.• Prepared knowledge documents for team members as a part of knowledge management.• Implemented ITIL and Integrated Lean Six Sigma best practices• Proactive and reactive analysis of Incident records to identify problems• Coordination with Product owners for problem records• Process designing and implementation• Major incident management life-cycle• Maintained Audit Trail of backups and restores