CURRICULUM VITAE

Mohini Verma
E-502, Akruthi Amity Appartment, Ananth Nagar, Hosur Gate, Bengaluru , 560100

Contact# +91- 9582206321 Email: mohiniverma2704@gmail.com

Career Objective:
To work in a work environment, as a team player achieving the goals of company as well as an individual & aim to
contribute to company with professional approach and hard work.
Aspired to grow in the organization together.

IT/ Work Experience:

 Currently working as “Specialist” with Global Access Management Team in “HCL Technologies” (From
October 2016 till now) Client site: Iron Mountain

Job Summary

 Windows Active Directory ID Administration: Create AD ID’s, Groups, Provide Server and shared drive
access to use via local and Global groups.
 Creating accounts in Active Directory and active role servers in different domains, managing and
restricting access to end users.
 Providing remote support to different locations, taking remote connections of machines and resolving
issues.
 To Standardize the network resources as per the client requirement.
 Ensure that the customer has the appropriate access to the tools to support the business in an efficient
way.
 Granting access to DL and Mailboxes.
 Incidents/service requests as SLA.
 Monitor the incoming ticket volume and distributing among the team members based on skill set and
complexity of the request.
 Reviewing customer escalations, fixing the reported issue and provide RCA to customer and internal
delivery team. Provisioning feedback to the team members involved in the escalation.
 Generating reports of daily team productivity, ticket backing and publishing the same with the delivery
team.
 Interacting with service delivery team to ensure the compliance checks are performed on all the support
systems.
 Review of Hold tickets and to check if the correspondence process if followed and tickets are updated
with regular follow up made with the end user.
 Auditing team member adherence to compliance of internal security requirements.
 Create LAN and/or E-mail account for the users and administer them.
 Grant permissions on various network resources available to users.
 Creation and administration of Global groups.
 Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared
Calendar and Conference Rooms.
 Creation of New Directories as per the customer guidelines and grant permissions on them.
 Setting up servers as per the client standards and granting permissions on them.
 Creation, modification and deletion of user accounts on AIX Servers.
 Creation, Modification and deletion of user accounts on Mainframe/RACF.
 Creation of security group and service accounts and granting permission to user based on requirement.
  Worked as “Senior Analyst” with Remote Desktop Team in “HCL Technologies” (From May 2015 till Oct 2016)
Client site: Kaplan Inc.

Job Summary
 Research and identify solutions to software and hardware issues.
 Diagnose and troubleshoot technical issues, including account setup and network configuration.
 Ask customers targeted questions to quickly understand the root of the problem.
 Track computer system issues through to resolution, within agreed time limits.
 Interacted with clients through a series of actions, either via phone, email or chat, until they’ve solved
technical issue.
 Properly escalate unresolved issues to appropriate internal teams (e.g. software developers or Local
desktop team)
 Provide prompt and accurate feedback to customers.
 Refer to internal database or external resources to provide accurate tech solutions.
 Ensure all issues are properly logged.
 Creating or updating SOP’s for any new process or for any existing documents.
 Setting up meeting with the On-site application team (LANDesk team, Local Tech) based on
requirement.
 Providing Project Knowledge Training to New Hire’s in the project.
 Prioritize and manage several open issues at one time.
 Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
 Prepare accurate and timely reports.
 Handling Escalation calls of Level 1 and taking necessary action on them.
 Handling Severity 2 escalation and interacting with the application team based on the issue.
 Document technical knowledge in the form of notes and manuals.
 Maintain jovial relationships with clients.
 Research and identify solutions to software and hardware issues.

 Worked as “Senior Analyst” with Service Desk Team in “HCL Technologies” (From May 2014 till April 2015)
Client site: Kaplan Inc.

Job Summary

 All technical troubleshooting of windows operating system by taking the remote session of the client’s
system.
 Technical query handling.
 Troubleshooting/Connecting on the network Printer.
 Resetting Domain password of the user when required using ARS
 Provisioning and De-provisioning user’s access in AD and other applications.
 Handling user’s issues related to AD.
 Allocating tasks based upon project requirements and ensuring strict adherence to set SLA’s.
 Created and implemented process documentation. Prepare Technical Documentation which includes
creation and updating of Functional and Process documents for future use of the projects.
 Provide On-call Support for Severity 1 issues and Escalation handling.
 Extensive high-level, high-profile, Incident, Problem management and SLA process and system
management experience while developing proposals and presentations to Stakeholders
 Sound technical knowledge across the core supported applications base including MS Office, Remedy
ticketing tool, Magic ticketing tool and Service Now.

 Worked as “Technical Support Associate” in “Convergys” from 8th September 2012 till 22nd April (18 months)
 Job Summary

 Handling the technical issues on Microsoft Office Packages in various OS.

 Experience in handling Microsoft Office Packages (includes Microsoft outlook, Microsoft excel, Microsoft word
etc...) in various OS (Windows, MAC, etc...)
 Experience in Basic trouble shooting for windows server.
 Troubleshooting on WINDOWS 8 and 8.1 OS (includes installation)
 Provide day to day support and troubleshooting of user and application problems within a specific business
area.

Key Skills/ Knowledge:

 Profound knowledge of Root Cause Analysis and Problem Management

 Experience of working within a busy first level service desk environment in a problem manager role
 Strong individual with the ability to communicate and negotiate at all levels.
 Good organizational skills plus the ability to motivate people across the organization to provides
solutions.
 Windows Active Directory ID Administration: Create AD ID’s, Groups, Provide Server and shared drive
access to use via local and Global groups.
 Creating accounts in Active Directory and active role servers in different domains, managing and
restricting access to end users.
 Granting access to DL and Mailboxes.
 Incidents/service requests as SLA.
 Create LAN and/or E-mail account for the users and administer them.
 Grant permissions on various network resources available to users.
 Creation and administration of Global groups.
 Creation and modification of exchange resources like Distribution Lists, Shared E-mail account,
Shared Calendar and Conference Rooms.
 Creation of New Directories as per the customer guidelines and grant permissions on them.
 Setting up servers as per the client standards and granting permissions on them.
 Creation, modification and deletion of user accounts on AIX Servers.
 Creation, Modification and deletion of user accounts on Mainframe/RACF.
 Creation of security group and service accounts and granting permission to user based on
requirement.

Educational Qualification:

Year of University / Boards

Institution Percentage
Passing Exam Passed
B.Tech( Computer Science ) 2012 BMEC, Mathura, UPTU 78%

12th 2008 St.John’s Sen Sec 65%

School(C.B.S.E)
10th 2006 St.John’s Sen Sec 68%
School(C.B.S.E)

Professional Achievements / Extra Curricular Activities:

Awarded “Top Performer for 2 months” in Convergys

Appreciated and Awarded for Grooming Service Desk New Resources in HCL technologies for continues 2 years.

Personal Profile:
 Father’s Name Mr. Sudhir Kumar Verma
Husband’s Name Mr. Devansh Sharma
Date of Birth April 27, 1990
Marital Status Married
Languages English, Hindi
Present Address E-502, Akruthi Amity Appartment, Ananth Nagar, Hosur Gate, Bengaluru, 560100
Permanent Address Sudhir Book Centre, Kotla Road, Firozabad

Place: Bangalore

Date: Mohini Verma