Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Pooja Malhotra

Madrid

Summary

Competent IT Support Specialist in assisting users with diverse computer system problems. Effectively operates autonomously to troubleshoot and fix concerns. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Detail-oriented Computer Systems Engineer committed to improving system design and operations for reliable workflow management. Researches and implements budget-conscious security and encryption solutions to protect user privacy and increase overall network health. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.

Overview

14
14
years of professional experience
1
1
Certification

Work History

System Engineer - CyberArk PAM Specialist

Wipro Technologies
11.2019 - 04.2022
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
  • Identity and Access Management:
    * Managing User's Access to UNIX Servers, SQL (Sybase) Servers.
    * Work on Provisioning requests to give security access to the verified users to various servers,
    Domains, etc.
    * Active Directory (Windows NT server) and HP Service Manager are the main working tool.
  • Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
  • Reduced downtime for critical systems through proactive monitoring and maintenance tasks.

IT Support Specialist

Wipro Technologies
02.2018 - 11.2019
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • Answered questions and provided information to customers about new software or hardware.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.

Technical Support Representative

Steria
06.2014 - 05.2016
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
  • Used ticketing systems to manage and process support actions and requests.

L2 Support Engineer

IBM, Global Business Services
01.2011 - 08.2012
  • Participated in on-call rotations to provide round-the-clock support to clients, maintaining high levels of availability and reliability for critical business systems.
  • Mentored junior team members to enhance their technical skills and improve overall team performance.
  • Implemented proactive monitoring measures to identify potential issues before they impacted end-users, minimizing downtime.
  • Acted as an escalation point for L1 Support Engineers, providing guidance and expertise when solving more complex cases.
  • Improved customer satisfaction by efficiently resolving L2 support tickets within the designated timelines.

L1 Support Engineer

IBM, Global Business Services
04.2008 - 01.2011
  • Increased client retention, maintaining a high level of professionalism and empathy during interactions.
  • Proactively sought feedback from clients to identify areas for improvement in the L1 Support Engineer role, implementing changes where necessary to enhance service quality.
  • Leveraged strong analytical skills to identify root causes of recurring technical issues; proposing long-term solutions to prevent future occurrences.
  • Led initiatives aimed at increasing team capacity by creating resources such as knowledge base articles and FAQ documents for internal use among colleagues working on similar projects.
  • Reduced downtime for clients by providing timely L1 support and escalating issues when necessary.

Education

Bachelor of Arts - Computer Science And Programming

Magadh Mahila College
Patna
03.2008

Skills

  • Troubleshooting
  • System Engineering
  • Technical Support
  • Project Management
  • UAM - User Access Management
  • IDAM – Identity and Access Management
  • Windows Provisioning – Active Directory(AD)
  • ITIL Incident Management
  • PeopleSoft Security(Oracle)
  • PAM Tool
  • Service Tickets
  • Technical Support
  • Inbound Phone Calls
  • Microsoft Operating Systems

Certification

  • CyberArk Certificate
  • Google Technical Support Fundamentals
  • ITIL

Languages

Spanish
Elementary (A2)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)

Timeline

System Engineer - CyberArk PAM Specialist

Wipro Technologies
11.2019 - 04.2022

IT Support Specialist

Wipro Technologies
02.2018 - 11.2019

Technical Support Representative

Steria
06.2014 - 05.2016

L2 Support Engineer

IBM, Global Business Services
01.2011 - 08.2012

L1 Support Engineer

IBM, Global Business Services
04.2008 - 01.2011

Bachelor of Arts - Computer Science And Programming

Magadh Mahila College

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Pooja Malhotra