Magazine : Poonam Dalal
Current
IT helpdesk
Education
M.A English
Industry
Education/Teaching/Training
About Poonam Dalal
POONAM CHAUDHARY
House No. 389, Sector 7, Urban Estate, Gurgaon, Haryana
Phone: 0124-4076389, Mobile: 0-9212508370, Email: dalal_poonam@rediffmail.com
IT Helpdesk Administrator
4+ Years of Experience in Service Industry
CAREER OBJECTIVE: Seeking challenging assignments in Customer Support with a growth oriented organization that will give me an opportunity to develop my technical skills and encourage me to grow professionally.
PROFILE AND STRENGTHS
Technically sophisticated and seasoned IT professional with around 3 years of experience in System Administration, Networking, and Hardware & Technical Support.
Doing analysis on the all the incident and problems reported on weekly as well as monthly basis also providing the data to different domain owner for preparing MIS.
Strong leadership traits with proven ability to provide direction, motivation and fostering a culture that has high standards of ethics & professionalism.
Adept at streamlining operations and achieving organizational goals, capable of handling multiple assignments under pressure and consistently meet tight deadlines.
An effective communicator with excellent interpersonal skills and a strong flair to build strong customer and personnel relations.
Focused and hard working; reliable as a fully contributing, responsible and accountable member of task / project teams.
PROFESSIONAL EXPERIENCE AND HIGHLIGHTS
Technical Support: Provide technical support to user for technical calls with the help of Knowledge base.
Query Handling: Actively involved in query handling of the employees of the organization through proper communication and mails.
Team Management: Assign specific tasks to the team members for resolving all the hardware / software and system related issues.
System Audit: Conduct regular system audit to ensure smooth functioning of the systems, hardware, software and networking etc.
Coordination / Liaison: Coordinate with the incident management and problem management team members for regular updates on system issues and queries.
Vendor Management: Coordinate with the vendors and involved in regular follow ups regarding hardware and system issues.
PROFESSIONAL WORK HISTORY
XChanging Technologies Pvt. Ltd.,Gurgaon, May 2006-Jan 2007
IT Helpdesk Administrator
Job Profile:
• First level technical support to users.
• Primarily responsible for handling any Query regarding IT Department.
• Inventory control and Management
• MIS Presentation to Project Manager
• Team Management
• System auditing for the proper functioning of process and Printers
• Coordinating with the IT Team and Problem Management Team for any IT hardware or Software issue.
• Vendor Management for AMCs and other hardware-software contracts, like hiring or purchasing.
BSES Rajdhani Power Ltd., New Delhi, Aug 2004 – Mar 2005
Technical Support Engineer
Job Profile:
• Responding to the customer via helpline tool and trying to know the cause of the call logged.
• Defining the call level and try to resolve the call via netmeeting, if the call is not for Level 2 engineers.
• Closing the call, if resolved or follow the escalation matrix.
• Regular Follow-ups with the user for the call and the same time with the Incident Management Team.
• Report Preparation for monthly call logged.
• Reporting to IT Head for Monthly Cal Reports.
Wipro InfoTech Pvt. Ltd, New Delhi, Nov 2002 – Jul 2004
Helpdesk Engineer (On Site of Income Tax Department)
Job Profile:
• Call logging for users, on the information given on telephone.
• Classification of the nature of call and
• Assigning the call to the concerned Incident Management Team
• Regular follow-ups for all the calls
• Regular checks on the calls whether all the calls are being closed within the signed SLA
• Using the escalation Matrix.
ACADEMIC AND PROFESSIONAL QUALIFICATIONS
Masters in Arts (English)
Maharishi Dayanand University, Rohtak
Bachelors of Arts (English Honors)
Govt. College for Women, Rohtak
GNIIT Computer Course
NIIT, Rohtak
BCCT (Basic Cabin Crew Training)
Frankfinn Management and Consultants, New Delhi
TRAININGS / OTHER ACTIVITIES
Attended training on Quality Management in NIIT
Delivered presentations on various topics as a part of GNIIT Curriculum
REFERENCES: Available upon request
House No. 389, Sector 7, Urban Estate, Gurgaon, Haryana
Phone: 0124-4076389, Mobile: 0-9212508370, Email: dalal_poonam@rediffmail.com
IT Helpdesk Administrator
4+ Years of Experience in Service Industry
CAREER OBJECTIVE: Seeking challenging assignments in Customer Support with a growth oriented organization that will give me an opportunity to develop my technical skills and encourage me to grow professionally.
PROFILE AND STRENGTHS
Technically sophisticated and seasoned IT professional with around 3 years of experience in System Administration, Networking, and Hardware & Technical Support.
Doing analysis on the all the incident and problems reported on weekly as well as monthly basis also providing the data to different domain owner for preparing MIS.
Strong leadership traits with proven ability to provide direction, motivation and fostering a culture that has high standards of ethics & professionalism.
Adept at streamlining operations and achieving organizational goals, capable of handling multiple assignments under pressure and consistently meet tight deadlines.
An effective communicator with excellent interpersonal skills and a strong flair to build strong customer and personnel relations.
Focused and hard working; reliable as a fully contributing, responsible and accountable member of task / project teams.
PROFESSIONAL EXPERIENCE AND HIGHLIGHTS
Technical Support: Provide technical support to user for technical calls with the help of Knowledge base.
Query Handling: Actively involved in query handling of the employees of the organization through proper communication and mails.
Team Management: Assign specific tasks to the team members for resolving all the hardware / software and system related issues.
System Audit: Conduct regular system audit to ensure smooth functioning of the systems, hardware, software and networking etc.
Coordination / Liaison: Coordinate with the incident management and problem management team members for regular updates on system issues and queries.
Vendor Management: Coordinate with the vendors and involved in regular follow ups regarding hardware and system issues.
PROFESSIONAL WORK HISTORY
XChanging Technologies Pvt. Ltd.,Gurgaon, May 2006-Jan 2007
IT Helpdesk Administrator
Job Profile:
• First level technical support to users.
• Primarily responsible for handling any Query regarding IT Department.
• Inventory control and Management
• MIS Presentation to Project Manager
• Team Management
• System auditing for the proper functioning of process and Printers
• Coordinating with the IT Team and Problem Management Team for any IT hardware or Software issue.
• Vendor Management for AMCs and other hardware-software contracts, like hiring or purchasing.
BSES Rajdhani Power Ltd., New Delhi, Aug 2004 – Mar 2005
Technical Support Engineer
Job Profile:
• Responding to the customer via helpline tool and trying to know the cause of the call logged.
• Defining the call level and try to resolve the call via netmeeting, if the call is not for Level 2 engineers.
• Closing the call, if resolved or follow the escalation matrix.
• Regular Follow-ups with the user for the call and the same time with the Incident Management Team.
• Report Preparation for monthly call logged.
• Reporting to IT Head for Monthly Cal Reports.
Wipro InfoTech Pvt. Ltd, New Delhi, Nov 2002 – Jul 2004
Helpdesk Engineer (On Site of Income Tax Department)
Job Profile:
• Call logging for users, on the information given on telephone.
• Classification of the nature of call and
• Assigning the call to the concerned Incident Management Team
• Regular follow-ups for all the calls
• Regular checks on the calls whether all the calls are being closed within the signed SLA
• Using the escalation Matrix.
ACADEMIC AND PROFESSIONAL QUALIFICATIONS
Masters in Arts (English)
Maharishi Dayanand University, Rohtak
Bachelors of Arts (English Honors)
Govt. College for Women, Rohtak
GNIIT Computer Course
NIIT, Rohtak
BCCT (Basic Cabin Crew Training)
Frankfinn Management and Consultants, New Delhi
TRAININGS / OTHER ACTIVITIES
Attended training on Quality Management in NIIT
Delivered presentations on various topics as a part of GNIIT Curriculum
REFERENCES: Available upon request
Poonam Dalal ’s experience
Admin/ Facilities Mgr
at
Ansal Institute of Technology
, Gurgaon, INDIA
August 2009 – Currently Working
Industry: Education/Teaching/Training
Functional area: HR / Administration / IR
Associate/ Sr. Associate -(NonTechnical) at Xchanging Technology Pvt. Ltd , Gurgaon, INDIA
May 2006 – January 2007
Industry: IT-Software/Software Services
Functional area: ITES / BPO / KPO / Customer Service / Operations
Associate/ Sr. Associate -(Technical) at Wipro Infotech
, Delhi, INDIA
November 2002 – July 2004
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
Poonam Dalal ’s education
M.A [English],
M.D. University, Rohtak [April,2005]
, Rohtak, INDIA
B.A [English Honours],
Govt. College for Women, Rohtak [May,2002] , Rohtak, INDIA
BCA [GNIIT],
NIIT [April,2005] , Rohtak, INDIA
MCM [Diploma in Hospitality and Managment],
Frankfinn Management and Consultant [August,2003] , Delhi, INDIA
Poonam Dalal ’s additional information
Interests:
Cooking, Dancing, Watching TV
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