Priya Ramani

• Tracked and logged all resolved issues in the database to improve future troubleshooting processes.
• Delivered top-notch customer service whilst handling IT queries.
• Managed user accounts, access permissions, system updates, and workflow configurations.
• Provided technical support, troubleshooting, and training to users across the organisation.
• Maintained accurate data records and ensured high standards of reporting and compliance.
• Supported patient safety initiatives through effective management of incident and risk reporting systems.
• Monitored system performance, identified areas for improvement, and implemented solutions to optimise efficiency.
• Utilised Datto RMM for remote monitoring, device management, patch deployment, and system maintenance.
• Managed service desk tickets and IT support requests through ConnectWise, ensuring timely issue resolution and high customer satisfaction.
• Administered and supported Microsoft Azure, Microsoft Intune, and Microsoft 365 environments, ensuring secure and efficient user access and device management.
• Provided technical support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Coordinated with other departments for seamless IT operations.
• Collaborated on major system updates to guarantee minimal downtime during upgrades.
• Developed user manuals which facilitated easier understanding of new software applications by end-users.
• Managed escalated technical issues, ensuring timely resolution and increased client satisfaction.
• Escalated problematic tickets to relevant departments ensuring swift resolution.
• Installed software updates regularly maintaining optimal system performance.

Key Responsibilities

• Delivered excellent customer-focused technical support, ensuring a high standard of service and user satisfaction.
• Provided support for Windows and macOS operating systems, as well as Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Assisted users through multiple communication channels including telephone, email, remote support, and instant messaging platforms.
• Managed, prioritised, and resolved incidents and service requests using IT service management and ticketing systems.
• Supported IT and audiovisual (AV) technologies within a professional and educational environment.
• Ensured compliance with IT policies, procedures, data protection requirements, and relevant legislation.
• Maintained and deployed IT equipment in accordance with health and safety regulations and organisational standards.
• Diagnosed and resolved hardware, software, and connectivity issues to minimise disruption to users.
• Contributed to continuous service improvement through ongoing professional development and the adoption of best practices.
• Maintained accurate documentation, support records, and technical procedures to support efficient service delivery.

• Researched and analysed platforms providing information on SDG, identifying strengths and weaknesses and proposing strategies for improvement.

• Prepared an excel sheet on comparison of available various carbon calculators with benefits and drawbacks.

• Designed an educational video clip with the use of animations and graphics on what is SDG, how to use SDG Action Manager and basic Q&A.

• Collaborated with the university and designed a WordPress website with the use of various plugins and coding to fit final design and functionality requirements.

• Scheduled weekly meetings with professors to understand project scope and offer elegant, creative and scalable solutions.

Delegated tasks to team members, improving overall productivity.

• • https://blogs.napier.ac.uk/nextgen/

• Provided customer support through calls, emails, and in-person interactions, ensuring timely resolution of technical queries.

• Diagnosed malware issues and implemented updates using quick heal anti-virus protection to enhance system security.

• Installed and configured software and hardware for computers and printers to effectively resolve technical issues and improve user functionality.

• Answered calls, responded to emails, and spoke with clients face-to-face.

• Received customer gadgets in-store for repair.

• Created user manuals for ease of technology use amongst employees.
• Trained non-technical staff members; simplified their interaction with tech tools and devices.