Summary
Overview
Work History
Education
Skills
Websites
Website, Portfolio and Profiles
Timeline
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JENEENA JAMES

Summary

Highly organized & hardworking individual looking for a more responsible position in IT industry & to make use of skills to achieve the goals of the company. Possess experience in IT Support & a Degree in Computer Engineering

Overview

6
6
years of professional experience

Work History

Senior Process Associate

Infosys Ltd.
01.2023 - Current
  • Accurately documented all troubleshooting steps, resolutions, and updates within the ServiceNow ticketing system for tracking and knowledge management.
  • Performed Active Directory administration tasks, including user account creation, password resets, account unlocks, group membership management, and policy reviews.
  • Handled initial login support for new users, including the configuration of accounts and assistance with multi-factor authentication via Microsoft Authenticator.
  • Supported and troubleshot Microsoft 365 applications, including Outlook, OneDrive, Teams, and SharePoint.
  • Used Microsoft Configuration Manager (SCCM) and Intune for device management, software deployment, system updates, and endpoint security enforcement.
  • Assisted with application installation, patch management, and various system troubleshooting tasks on Windows devices.
  • Utilized BeyondTrust Remote Support (Bomgar) and Remote Desktop tools to securely access user systems, and provide real-time assistance.
  • Managed access control and provisioning using SailPoint, ensuring compliance with identity governance protocols.
  • Resolved login and lockout issues using the Lockout Tool, enhancing user productivity, and reducing downtime.
  • Provided basic network support, including drive mappings, file and share permission troubleshooting, and connectivity checks.
  • Assisted with virtual environments and infrastructure support involving VMware and Microsoft Azure.

Key Skills & Tools

  • Technical Support & Troubleshooting – Hardware, Software, Printers, Login Issues
  • Identity & Access Management – Active Directory, SailPoint, Microsoft Authenticator, Lockout Tool
  • Endpoint & Device Management – SCCM, Microsoft Intune, Microsoft Endpoint Configuration Manager
  • Remote Support Tools – BeyondTrust (Bomgar), Remote Desktop
  • Cloud & Collaboration Tools – Microsoft 365 (Outlook, Teams, OneDrive), SharePoint, Azure
  • Service Management – ServiceNow Ticketing, Case Documentation
  • Networking Basics – Drive Mapping, File/Share Permissions, Connectivity Troubleshooting

IT Analyst

NGA Human Resources
07.2019 - 04.2021
  • Handle Major Incidents, Priority issues, Security Incidents through Servicenow tickets and P1 calls.
  • Categorization & Dispatch of snow tickets based on Issue, Priority & Impact.
  • Troubleshooting and escalation of issues to T2, T3 Core-Technical & Eng Teams.
  • O365 administration - Management of all O365 Mailboxes, OneDrive delegates, Licenses, Device management, Azure AD, Domain whitelist.
  • Management of User accounts & Groups in Active Directory for access to company applications & servers.
  • Management of User accounts & Groups in Application Servers of RSA, EFT, Hrx Assist.
  • Extraction of reports from Active Directory.
  • Management of accounts & licenses for Telephonic solutions: Genesys Pure cloud & PSTN.
  • Management of Snow accounts for Internal users & External Client user.
  • Perform daily & weekly scheduled tasks via Snow control test.
  • Creation, updating of SOPs and training new agents.

Key Skills & Tools

  • ITSM & Incident Management: ServiceNow (P1 handling, ticket triage, scheduled tasks).
  • User & Access Management: Active Directory, Azure AD, RSA, EFT, HRx Assist
  • Office 365 Administration: Mailboxes, licensing, OneDrive delegation, device, and domain management.
  • Telephony Systems: Genesys PureCloud, PSTN.
  • Reporting and Audits: AD reporting, access reviews.
  • Process & Documentation: SOP creation, knowledge base updates, training
  • Escalation Management: Tier 2/3, and engineering coordination.

Education

BE - Computer Science Engineering

Loyola Institute of Technology And Science
03.2018

12th Grade - undefined

Nicholson Syrian Girls Higher Secondary School
03.2014

10th Grade - undefined

Infant Jesus Central School
03.2012

Skills

  • Active Directory / Azure AD
  • Microsoft 365 (Outlook, Teams, OneDrive)
  • SCCM / Intune
  • ServiceNow
  • SailPoint
  • BeyondTrust (Bomgar) / remote desktop
  • Microsoft Authenticator / MFA
  • User and access management
  • Application & system troubleshooting
  • Basic network support
  • Database: Oracle, MySQL
  • Ability to Work under pressure
  • Problem resolution
  • Good Work Ethic

Website, Portfolio and Profiles

www.linkedin.com/in/jeneenajames

Timeline

Senior Process Associate

Infosys Ltd.
01.2023 - Current

IT Analyst

NGA Human Resources
07.2019 - 04.2021

12th Grade - undefined

Nicholson Syrian Girls Higher Secondary School

10th Grade - undefined

Infant Jesus Central School

BE - Computer Science Engineering

Loyola Institute of Technology And Science