Veena Parapelli

Service Desk Analyst @Trillium Health Partners

Brampton, ON, CA

Answer calls for IT Service and Support primarily via phone, voicemail and e-mail Act as the first point of contact for all offered IT Services, such as application, hardware, PCand telecom related requests for IT service and support Analyze, diagnose and resolve calls in an efficient and effective manner leveraging availabletools (Bomgar, KACE, knowledge base and other sources of documentation) Transfer and escalate incidents and requests to the appropriate 2nd/3rd level supportresources, following up with ticket owners to ensure effective resolution in a timely manner Record, categorize and log Incidents and Requests for service using the IT ServiceManagement tool Provision, change and de-provision of user accounts in accordance with corporate policiesand procedures Actively seek opportunities for service improvement, recognizing the needs andexpectations of our clients Provide knowledge transfer and mentoring of other team members when required

Osmania University

Bachelor's degree

Osmania University

M.B.A

University of Guelph

Diploma in Human Resource Management