Sheratun Jyoti
Hamtramck,MI
Summary
Motivated and technically skilled IT Help Desk Support professional with over two years of experience providing exceptional technical assistance and customer service in fast-paced environments. Proven track record of resolving hardware, software, and network issues efficiently and professionally. Adept at supporting Windows and macOS platforms, performing system maintenance, managing user accounts, and enhancing IT service delivery through documentation and team collaboration. Strong communicator with a focus on user satisfaction and operational continuity. Set up, executed, managed, and maintained the ServiceNow platform. Proficient in ServiceNow scripting, including business rules, client scripts, UI policies, and UI actions. Efficient use of import sets, transform maps, and data sources for mass data management and migration. Expertise using ServiceNow Store applications and customizing scoped applications. Deployment experience with ServiceNow Update Sets and the Application Repository. Designed and constructed service portals using HTML, CSS, and the ServiceNow service portal framework. Experts in building workflows, business rules, service catalog items, record producers, and flow designers. Proficiency with ServiceNow Reporting, Performance Analytics, and Dashboards. Implemented ITSM practices in ServiceNow, including incident, problem, change, and knowledge management.
Overview
2
2
years of professional experience
Work History
IT Service Desk Support
Brain Ltd.
04.2019 - 09.2021
- Provided timely technical support and customer service to users, addressing hardware, software, and network issues within defined SLAs.
- Managed and resolved a high volume of daily support tickets, ensuring efficient problem resolution and user satisfaction.
- Supported Windows and Mac OS platforms, maintaining a 95% customer satisfaction rating through clear communication and follow-up.
- Created and maintained detailed knowledge base articles for common technical issues, improving team efficiency and response times.
- Conducted training sessions for new team members on support procedures and best practices, ensuring consistent service delivery standard.
- Monitored system performance and conducted routine maintenance tasks, including software updates and backups, to ensure operational continuity.
- Validated change requests and provided recommendations to improve data management processes, ensuring standardization and compliance.
- Managed security measures, including assigning logins and permissions, and provided desk support for issues related to Active Directory.
- Assisted in troubleshooting and resolving technical issues escalated by junior support staff, ensuring prompt resolution and minimal downtime.
- Collaborated with cross-functional teams to implement new IT solutions, enhancing overall infrastructure and the user experience.
- Participated in planning and executing IT projects, contributing insights to enhance project outcomes and meet business objectives.
- Conducted regular reviews and audits of IT systems and processes to identify opportunities for improvement and ensure compliance with policies.
- As a liaison between users and IT teams, facilitating effective communication and understanding of technical issues and solutions.
- Implemented and enforced IT policies and procedures to maintain system integrity and data security across the organization.
- Prepared and presented reports on service desk performance metrics, including ticket resolution rates and customer feedback, to management.
- Conducted regular audits of IT assets to ensure compliance with company policies and industry standards.
- Managed critical incidents effectively while coordinating resources and communication to minimize business impact.
Education
Masters of Arts - Information Technology Management
Webster University
Orlando, FL03.2024
Bachelors of Science - Computer Science and Engineering
North Western University
12.2018
Skills
- Programming languages: JavaScript, Python, C, and C
- Web Development: HTML5, CSS3
- Databases: MySQL, MS Access
- Networking and Infrastructure: TCP/IP, DNS
- Applications: MS Word, Excel, PowerPoint, Outlook, and Visual Studio
- Security: SSL/TLS, Firewalls, and Security Best Practices
- ITSM Modules: Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, Service Level Management
Languages
English
Full Professional
Hindi
Full Professional
Timeline
IT Service Desk Support
Brain Ltd.
04.2019 - 09.2021
Bachelors of Science - Computer Science and Engineering
North Western University
Masters of Arts - Information Technology Management
Webster University
Tech Stack
ServiceNow, Windows, macOS, Knowledge Base Management Systems, Training Tools, Documentation Software, Monitoring Tools, Backup Software, Change Management Tools, Active Directory, Security Tools, Project Management Tools, Communication Tools, Auditing Tools, Policy Management Tools, Reporting Tools
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