Shivani Goud

About Shivani Goud

Detail-oriented and results-driven IT Analyst with 6+ years of proven experience delivering high-quality technical support, system optimization, and operational insights across infrastructure, applications, and networks. Skilled in troubleshooting complex issues in Windows environments, SAP, Citrix, VPN, ATM systems, and both hardware/software support.Proficient in ITIL and Agile methodologies, with hands-on expertise in ServiceNow, Salesforce, Jira, and SDLC processes. Adept at managing system upgrades, network diagnostics, and performance tuning, ensuring minimal downtime and maximum efficiency. Experienced in utilizing Power BI, Tableau, and Excel to transform raw data into actionable business intelligence, supporting informed decision-making.At JP Morgan Chase & Co, I serve as a primary contact for IT service requests, leading troubleshooting for ATMs, routers, desktops, laptops, and enterprise applications. My role involves collaborating with cross-functional teams to resolve network and gateway issues, delivering end-user training on critical tools like Citrix, VPN, and GlobalProtect, and ensuring strict compliance with IT security policies and regulatory standards.Previously at Tata Consultancy Services and Tech Mahindra, I led system integration efforts, enhanced IT workflows, and achieved a 95% SLA ticket resolution rate. I’ve provided advanced support for specialized hardware, executed incident lifecycle management, authored technical documentation, and implemented service improvements that significantly boosted operational efficiency.Armed with a B.Sc. in Computer Science and pursuing an MBA in HRM, I combine technical expertise with strong communication and stakeholder management skills. Recognized with BRAVO Award and Certificate of Achievement, I bring a track record of driving service excellence, improving delivery timelines, and fostering collaborative solutions.Core Competencies:IT Systems Analysis | Network & Infrastructure Support | System Upgrades & Migrations | Troubleshooting | Data Visualization | Business Process Improvement | Incident & Problem Management | End-User Training | IT Security Compliance#ITAnalyst #TechnicalSupport #SystemUpgrades #SAPSupport #CitrixSupport #VPN #ATMSystems #WindowsSupport #NetworkTroubleshooting #ITIL #Agile #ServiceNow #Salesforce #DataAnalytics #PowerBI #Tableau #Excel #ITInfrastructure #IncidentManagement #CybersecurityBasics #TechSupport #BusinessIntelligence #SystemOptimization

Experience

1. Information Technology Analyst

   摩根大通

   Sep 2022 — Present · Hyderabad, IN

   Acting as the primary point of contact for IT service calls, live chats, and webform queries from end users.• Troubleshooting issues related to ATMs, routers, desktops, laptops, and enterprise applications.• Collaborating with application, infrastructure, and network teams to resolve network and gateway issues.• Performing software reinstallation and diagnosing hardware, software, and connectivity problems on ATMs.• Preparing detailed technical documentation, including specifications, workflows, and user guides.• Conducting system testing to identify and resolve issues before production deployment.• Ensuring software and system updates align with business and operational requirements.• Facilitating training sessions for end users on systems and applications like Citrix, VPN, and GlobalProtect.• Ensuring compliance with IT security policies, industry standards, and regulatory requirements.• Supporting multiple operating systems including Windows 7/10, macOS, Chrome OS, Android, and iOS.• Assisting clients with LAN, SAP, Citrix, SSO, and application account management, including unlocking and password resets.

Education

• Osmania University

  Master of Business Administration - MBA

  2021 — 2025

• Swami Ramanand Teerth Marathwada University, Nanded

  Bachelor of Science - BSc

  2014 — 2017