Shobana Ravi
Chennai
Summary
Detail-oriented IT Support Professional with over 3 years of experience in service desk operations and incident management. Expert in resolving complex hardware and software issues while enhancing customer satisfaction. Proven experience in technical recruitment and training that supports effective talent assessment and team development. Seeking a Technical Support or Incident Management role to apply technical skills and drive operational improvements.
Overview
2
2
Languages
1
1
Certification
12
12
years of professional experience
Work History
Help Desk Technician II
Rocket India
08.2024 - Current
- Provide Tier 1 and Tier 2 technical support for end users across hardware, software, network, and Microsoft 365 environments.
- Manage incidents and service requests through ticketing systems while meeting SLA requirements.
- Troubleshoot and resolve issues related to Windows operating systems, email, VPN, printers, and enterprise applications.
- Support Microsoft 365 services including Outlook, Teams, OneDrive, and Exchange Online.
- Administer user accounts, permissions, and group memberships through Active Directory and Azure AD.
- Collaborate with infrastructure and application teams to resolve complex technical issues.
- Create and maintain technical documentation and knowledge base articles.
- Deliver high-quality customer service, resulting in improved end-user satisfaction.
- Designed and developed a customized soft skills training curriculum from scratch, tailored to the evolving business needs and support requirements of service desk agents.
- Conducted training sessions for 10+ new hires, focusing on communication, customer service, professionalism, stakeholder management, and workplace collaboration.
- Designed structured learning modules and practical scenarios that accelerated onboarding and increased agent readiness.
- Received recognition from senior leadership for the program's positive organizational impact and contribution to employee development.
- Partnered with hiring stakeholders to identify and recruit 5+ high-quality service desk agents aligned with business and team requirements.
- Contributed to strengthening team capability by ensuring the selection of candidates with strong technical aptitude and cultural fit.
- Led technical enablement and knowledge transition initiatives following a company acquisition, ensuring the successful adoption of new processes, tools, and support methodologies.
- Completed intensive training with the acquired organization and subsequently trained 25+ Service Desk agents and 10+ Desktop Support engineers on new systems, operational procedures, security standards, and organizational policies.
- Developed and delivered structured training programs, accelerating team readiness and minimizing operational disruption during the transition.
- Acted as a key liaison between onshore teams and offshore support operations, facilitating seamless communication, knowledge transfer, and onboarding activities.
- Played a critical role in onboarding and supporting 5,000+ employees, ensuring timely provisioning of system access, user accounts, and technical resources from initial setup through full operational readiness.
- Facilitated collaboration with stakeholders to resolve access and technical support issues, ensuring smooth transition and positive end-user experience.
- Enabled successful integration of new support processes while maintaining service continuity and operational efficiency across teams.
- Enabled successful integration of new support processes while maintaining service continuity and operational efficiency across teams.
Help Desk Technician I
MrCooper(aka Rocket India)
08.2023 - 08.2024
- Answered and resolved IT service requests via phone, email, and ITSM ticketing for 500+ end users; served as first point of contact for hardware, software, application, PC, and telecom-related incidents.
- Troubleshot Windows 7/10, Microsoft Office, Outlook, Internet Explorer, desktops, laptops, printers, multifunction devices, mobile devices, and VPN/network connectivity using remote support tools.
- Logged, categorized, and tracked all incidents and service requests in ServiceNow ITSM; transferred and escalated unresolved tickets to appropriate 2nd/3rd level support resources with timely follow-up to ensure effective resolution.
- Provisioned, modified, and de-provisioned user accounts in Active Directory and Microsoft Exchange in accordance with corporate policies and procedures; managed password resets and access requests.
- Ensured SLA compliance by tracking open ticket resolution timelines and coordinating with stakeholders to meet service expectations and minimize user downtime.
- Conducted root cause analysis (RCA) on recurring issues, identified service improvement opportunities, and mentored team members through knowledge transfer and documentation.
HR Recruiter
ADD UR CO LLP
Chennai
01.2023 - 08.2023
- Managed full-cycle recruitment activities, including candidate sourcing, screening, interview coordination, onboarding, and post-joining follow-up.
- Sourced candidates through multiple job portals, including Naukri, Indeed, and other recruitment platforms, to meet diverse hiring requirements.
- Collaborated with clients and hiring managers to understand job requirements, define candidate profiles, and develop effective sourcing strategies.
- Screened and evaluated resumes to identify qualified candidates based on technical skills, experience, and cultural fit.
- Conducted initial candidate assessments through phone and email interactions to evaluate suitability and interest.
- Presented company information, job responsibilities, compensation details, and employee benefits to prospective candidates.
- Formatted and submitted shortlisted candidate profiles to clients and coordinated timely feedback to streamline hiring process.
- Scheduled and managed telephonic, virtual, and face-to-face interviews between candidates and hiring teams.
- Engaged continuously with candidates to foster a positive experience throughout recruitment lifecycle.
- Coordinated pre-boarding and onboarding activities, including document verification and collection of employment-related records.
- Successfully managed the entire recruitment process from candidate sourcing to onboarding, ensuring timely fulfillment of client hiring needs.
- Built strong relationships with clients and candidates to enhance recruitment efficiency and satisfaction.
- Prepared and raised invoices for successfully joined candidates and followed up with clients to ensure timely payment collection.
- Maintained accurate recruitment records, candidate databases, and hiring status reports to support operational and business requirements.
Executive - Central Material Function
Wipro Ltd.
Chennai
01.2015 - 01.2018
- Managed import and procurement documentation for shipments under Duty, STPI, and SEZ regulations, ensuring compliance with applicable customs and trade requirements.
- Coordinated with Customs Brokers for procurement certificates, import clearances, and regulatory approvals.
- Liaised with freight forwarders, consolidators (CONSOL agents), and logistics partners to facilitate smooth shipment movement and delivery.
- Tracked import shipments end-to-end, ensuring timely delivery to designated importer locations.
- Prepared and maintained stock transfer invoices and supporting documentation related to STPI, SEZ, and duty-based shipments.
- Generated and managed documentation for Special Economic Zone (SEZ) transactions, including invoices, packing lists, in-bond sale agreements, double duty bonds, and transfer bonds.
- Submitted monthly compliance reports to SEZ authorities through both online and physical channels.
- Maintained accurate records for customer-supplied materials, procurement activities, and inventory transfers.
- Coordinated with STPI authorities to obtain necessary approvals and ensure adherence to statutory requirements.
- Collected and validated pre-alert documentation from freight forwarders to facilitate shipment processing and customs clearance.
- Worked closely with SEZ officials during inspections, ensuring documentation accuracy and regulatory compliance.
- Prepared and processed various commercial and statutory documents, including Shift Invoices, DTA Invoices, Re-Export documentation, Bond-to-Bond transfers, and IUT Invoices.
- Supported import/export compliance activities by ensuring timely documentation, record management, and stakeholder coordination.
Education
MBA - Operations & Supply Chain
PULC & Loyola College
Chennai, Tamilnadu01-2019
BE - Aero
KCG College of Technology
Chennai, Tamilnadu01-2014
Skills
- Microsoft 365 services
- Active Directory
- Technical support
- Incident management
- IT service management (ITSM)
- Remote troubleshooting
- User onboarding
- Team development
- ITSM oversight
- Decision-making
- Candidate assessment
- Effective communication
Languages
English
Full Professional
Tamil
Native/ Bilingual
Certification
- AZ 900
Accomplishments
- Challenger Award - Q3, 2024
- Guiding Compass - 2024
Affiliations
- Music
- Reading
Timeline
Help Desk Technician II
Rocket India
08.2024 - Current
Help Desk Technician I
MrCooper(aka Rocket India)
08.2023 - 08.2024
HR Recruiter
ADD UR CO LLP
01.2023 - 08.2023
Executive - Central Material Function
Wipro Ltd.
01.2015 - 01.2018
MBA - Operations & Supply Chain
PULC & Loyola College
BE - Aero
KCG College of Technology