Priya Joseph

• Resolve connectivity issues, configure accounts, calendar events and add-ins in Microsoft Outlook 365, Teams and Sharepoint.
• Create and maintain automation workflows for employee onboarding and offboarding using Power Automate and Power Apps.
• Design and develop Power BI dashboards to visualize inventory data and expense reports for data-driven decision making.
• Update IT hardware and services in the ServiceNow inventory database ensuring up-to-date records.
• Manage iCare ticketing system, to support and track the database of requests and incidents as reported by employees.
• Configure Microsoft Intune for managing PCs and mobile phones for device enrollment and compliance.
• Develop and maintain technical documentation, including troubleshooting guides and FAQs, to support IT Team and end-users effectively.

• Proficient in Microsoft 365 applications including OneDrive, SharePoint, MS Teams, and syncing PCs with Azure Active Directory.
• Expertly resolved and isolated issues related to computers, printers/scanners, Wi-Fi, and CCTVs. Performed regular data backups to ensure data integrity.
• Managed ZKTeco biometric software for employee access and attendance.
• Configured Yealink IP phones and resolved issues related to extensions and IP conflicts.
• Diagnosed and fixed connectivity issues with Hikvision and Uniview CCTV applications.
• Managed and maintained IT assets, including hardware, software, POS machines and coordinated with the purchasing department for the acquisition of IT equipments.
• Represented the IT team in meetings with branch managers and addressed their technical queries.

- Deployed in Dubai Police Stadium to troubleshoot issues related to wireless connectivity, printer and computer hardware/software during the Olympic games.
- Worked on cloud based print management system, Printix, to print required documents.
- Installed and did setup for wired and wireless printers in respective functional areas.
- Coordinated with the department heads regarding connectivity and logistics/supply issues.
- Responsible for sending daily incident sheet and resolving tickets raised by concerned departments.
- Attended team meetings and addressed queries related to network/hardware.
- Educated users on using radios for intervenue communication

• Responded to and resolved computer-related customer queries via email, phone and in-person meetings.
• Guided users through installing Windows Operating system and computer peripherals such as printers and routers, both physically and through remote desktop applications.
• Assisted in creating technical documentation and manuals which helped in tracking of common issues.

- Worked on Wareed project for the Ministry of Health, UAE (Al Qassimi Hospital, Sharjah) to implement the ERP Solution- Microsoft Dynamics AX 2009, along with Cerner Millennium Health Information System linking 14 hospitals and 68 clinics.
- Supervised the implementation of the AX Software and ensured the end users acquaintance with it.
- Proficient in using Dynamics AX, Inventory module which aimed in creating and maintaining medical records for patients across UAE and also helped in maintaining the Inventory for various hospital pharmacies and stores.
- Provided direct support to the users and resolved their technical queries and troubleshooting problems related to receiving stock from vendors and issuing to their customers.
- Prepared stock and expiry reports which ensured timely action were taken to move stocks, thereby avoiding dead inventory.
- Checked on-hand quantity / transactions and used methods like Counting and Transfer for stock correction.
- Coordinated with Project Manager and Client team, to complete assigned tasks on projects.

• Assisted customers in troubleshooting issues related to Dell Computers, Windows Operating Systems, hardware failures, MS Office products and Internet connectivity.
• Performed upgrades, installed software and drivers, resolved printer and desktop/laptop issues leading to high CSR (Customer Satisfaction Rate).
• Received awards from Site Director for excellent customer service and effective issue resolution.
• Served as the single point of contact for sending Minutes of Meeting to Manager and Area Managers.