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.
• 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.

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.