IT Service Desk Analyst Payal Prajapati, Websites, IT & Software

BRENNAN MCBRIEN Goodyear, AZ EXPERIENCE AUGUST 2019 – CURRENT ACCOUNT MANAGER, 910 WEST • Assists with client setup and onboarding • Monitors the maintenance of client contract/agreements and reports upcoming renewals • Creates monthly blogs for each individual client that represents their brand and or product • Creates and schedules social media on a weekly basis based on the client’s needs and wants. • Initiates regular communication with clients regarding their accounts (projects, on-going service, strategies, etc.) • Organizes and helps facilitate quarterly client strategy and planning meetings • Project Management including coordinating information from resources and other team members for assigned client deliverables • Assures that client’s tone, voice and brand are always represented in newsletters, social media and blogs. • Manages client requests, account challenges and follow-up and reports to Sr. Account Manager and Owner • Populates and monitors various tools, calendars and systems with updated client information, progress/timelines, content and strategies • Assures timely, in-budget and in-scope delivery • Schedules website development activities and coordinates with client • Keeps Owner, Sr. Account Manager and team members updated on a timely basis with pertinent information FEBRUARY 2017 – CURRENT APPRENTICE SALES, DISCOUNT TIRE CO. ● Supervised and managed a team of 30 employees to produce efficient and productive wait times for customers. Sold wheels and tires based on customer’s needs and wants. ● Serviced and maintained vehicles and heavy equipment. Operated equipment safely and efficiently at all times. Assessed customer needs and responded to customer questions. Worked in customer service to resolve problems and deliver solutions. SERVICE COORDINAOR ● Serviced vehicles, managed workflow, organized inventory, cleaned service bays, cleaned service bays, completed online and in person orders, reduced downtime with production. ● Delivered an average of 14 vehicles serviced per hour and achieved a wait time of under 45 minutes. CREW CHIEF ● Lead a group of four tire technicians to help direct workflow in the proper areas of service in order to guarantee correct wait times while pulling stock and driving in customers vehicles. TIRE SERVICE TECHNICIAN ● Installs new tires and wheels ● Performs maintenance on tires including rotations, balancing and repairs ● Conducts basic maintenance and cleaning JUNE 2013– CURRENT SOCIAL MEDIA MANAGER, MCBRIEN MARKETING ● Created and marketed various social media, Instagram, Facebook pages ● Followers ranging from a few thousand followers to over 90 thousand followers o All organic growth, gaining real engaging respectable followers. ● Followers include Multi-billion-dollar corporations such as Dodge Motor Corporation to social media influencers, professional sports athletes and celebrities. ● Acquired sponsorships and paid advertising for my accounts. ● In depth understanding of knowing what time to post, to the correct geotags or hashtags is an algorithm that I have learned over the years to master and to get the most out of the of posts. EDUCATION ANTICIPATED GRADUATION – MAY 2021 BUSINESS/MARKETING, ESTRELLA MOUNTAIN COMMUNITY COLLEGE Primary Focus: Social Media Marketing and SEO SKILLS • Microsoft 365 (Word, Excel, PowerPoint) • Photography/Editing • SEO • Videography/Editing • Leadership • Adobe Creative Cloud (Lightroom, Photoshop) • WordPress • Google Analytics • Teamwork • Creativity REFERENCES [Available upon request]

Provide second-level application software support for enterprise level and third party software/applications. Analyze system errors and troubleshoot network, server, and database errors. Document system bugs and maintain support ticket software.

 More than 6 years of experience in IT Audit, Compliance, Governance, Risk Management Services, Risk Assurance conducting IT SOX audit, ITGC audit, ITAC testing, Interface testing, Report Testing, SOC report review, Application, Datacentre and Infrastructure control audit with a prime focus in BFSI sector.  Working as experienced Internal Auditor in IT Audit function in Juniper Networks India Pvt Ltd. in Bengaluru.  Worked as Senior Audit and Compliance Specialist in Aptean India Pvt Ltd. in Bengaluru.  Worked as Assistant Manager in IT Risk & Advisory- Assurance function in Deloitte Touche Tohmatsu India LLP in Bengaluru.  Previously associated with a project for a Multinational insurance client as IT Control Lead for various Audit related to CMIT since August2017 in Genpact Enterprise Risk Consultancy situated in Gurgaon.  Previously worked for a Multinational Automobile Software Automation client as a part of extended internal IT SOX audit team in Mumbai.  Evaluated client IT infrastructure and ITIL system for Risk Management and Assurance based on COSO framework, ISF, CERT, NIST and COBIT5 framework and guidelines.  Conducted SOX audits for Entity Level, Manage Change, SDLC Methodology, Patch Management, Backup, Job Scheduling, Access and Password Settings, User Management, Manage Security and Manage Operations controls for compliance check across various locations and offices of the company.  Worked and completed project conducting audits for controls on Compliance, Data Security & Privacy across various client handled by Genpact like Boeing, Cetera, Centrica, Novartis, PayPal, Federal Mogul, Kennametal, UPM etc.  Completed Post Graduate Diploma in Management with Finance Specialization in 2016 with 2 months’ internship in Ottobock India Ltd in Credit Management and Managing Account Receivables and Third-Party Vendors and academic project on Foreign Exchange Management, related Risks and its Mitigation.  Worked as Risk Management Consultant & Auditor at Genpact Enterprise Risk Consultancy LLP since 5th July 2016.  Worked as Software Engineer & Developer with HCL Technologies Ltd. working on Business Intelligence and Data Ware Housing for MIS reporting to senior management from 25th July 2012 till 26th September 2014.  Completed Bachelor of Engineering (Computer Science & Engineering) in 2012.  Internship for Shutterfly in Symphony Services Ltd. Bangalore on Web Testing and Projects on E-Library Management System and Retail Shop Management System in Central Coalfields Ltd and academic project on Semantics Web Search Mechanism on Distributed System.  Knowledge of various compliance and technology aspect.  Passed CISA Certifications by ISACA, ISO 27001 LA Certification by BSI and Diploma in International Banking and Finance and Financial Risk Management Services by IIBF in collaboration with CISI, London  Well versed with ERP Oracle tools like OBIEE, ODI, Control- M, WebLogic etc.  Working domain incudes IT, Banking, Insurance sectors.  Pursuing CRISC certification from ISACA.

• Symantec Endpoint management console 14.2 to manage AV & Risk reports, creating policies, adding new client PC and USB access Rights/Revoke. • Responsible for Installing and updating of Symantec anti-virus for PAN India Location • Installing, Configuring and Managing AD / DHCP / DNS Services • Creating Group Policies and implementation as per standard procedure • Monitoring of DHCP Scopes, Change and Deletion of DHCP scope entries and Management of IP Reservations • User Management including Adding, Deleting, Modifying, auditing and Assigning Rights to the User accounts on Domain Controller. • O365 End User Support. Hand On Experience in MS Teams. • Working on ticketing system using Call Tracker Ticketing tool, Understanding of ITIL Practices. • Working on Internal / External Escalation matrix for Customers / vendors for Incident management. • Implementing MS outlook Backup and restore of mail message, mail address book, recover corrupted mail and completely troubleshooting. • Manage System Asset and call log warranty defect parts. • Software Installation, update and windows patch installation through sapphire tool. • On line Support to customers concerning their computer problems. • Installation & Configuring G-Suite Mail.