Doshina Moosliah

• Assisted in managing daily operations of helpdesk and customer service.
• Supported compliance with SLAs and ensured timely resolution of service requests.
• Facilitated client communication as primary escalation point.
• Monitored KPIs and prepared reports to enhance service delivery.
• Conducted root cause analysis and corrective actions when necessary.
• Contributed to design and implementation of new helpdesk operational processes to improve service efficiency and customer satisfaction.
• Supported rollout of new ticketing system by gathering requirements and coordinating with technical teams for smooth transition.
• Established structured first level support centre by defining workflows and responsibilities to strengthen service delivery and response times.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Consistently arrived at work on time and ready to start immediately.
• Increased customer satisfaction by resolving issues.
• Displayed energy and enthusiasm in fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Developed and executed process improvement plans to streamline IT service operations, improve efficiency, and enhance service quality.
• Analysed customer and stakeholder feedback to identify gaps in existing ServiceNow processes and propose actionable improvements.
• Implemented new and optimised procedures to reduce waste, increase productivity, and improve customer satisfaction.
• Collaborated closely with cross‑functional teams to ensure smooth and controlled implementation of workflow and process changes.
• Identified opportunities for automation within ServiceNow and implemented solutions to enhance operational efficiency.
• Ensured the effective functioning of the Service Catalog, managing 300+ service catalog items accessible through the portal.
• Analysed and reviewed requests for Service Catalog modifications, validated specifications, and supported sprint planning activities.
• Followed up on development sprints in coordination with the Factory development team and service requestors, including testing support and preparation of subsequent sprints.
• Acted as the primary point of contact and intermediary between business requestors and the Factory development team.
• Managed incidents and service requests in alignment with established IT Service Management (ITSM) processes and procedures.
• Handled functional incidents, working closely with the Factory team and performing required validation and testing.
• Ensured consistent SLA and KPI adherence, process compliance, and alignment with group standards and governance.
• Maintained comprehensive process documentation, logs, and records within ServiceNow.
• Managed process‑related initiatives and enhancements from initiation through completion, defining objectives, timelines, and milestones.
• Provided guidance and support to users through Microsoft Teams, ensuring clarity on Service Request processes and best practices.
• Optimised workflow processes to enhance efficiency.
• Developed and implemented corrective actions for identified issues.

ServiceNow Expertise

• Hands‑on experience across ServiceNow ITSM and CSM modules, supporting end‑to‑end service operations.
• Strong working knowledge of ServiceNow data models (tables, records, forms) and workflow architecture.
• Proficient in managing Incidents, Service Requests, Problems, and Changes in line with ITIL practices.
• Applied role‑based access control (RBAC) to ensure secure and appropriate user access.
• Managed customer cases, escalations, and after‑sales operations, ensuring timely resolution and SLA adherence.
• Monitored SLA performance, response times, and service quality, proactively addressing breaches and risks.
• Coordinated the incident lifecycle from logging through resolution, ensuring clear communication and accountability.
• Improved customer experience through accurate documentation, structured follow‑up, and stakeholder communication.
• Leveraged Flow Designer to automate routine processes and reduce manual intervention.
• Configured notifications, approvals, and task routing to support efficient service delivery.
• Identified process gaps and implemented ServiceNow enhancements aligned with operational and business needs.
• Designed ServiceNow dashboards and reports to track SLA compliance, agent workload, and performance KPIs.
• Provided actionable insights to management through custom reporting and trend analysis.
• Used analytics to identify recurring issues, root causes, and workflow bottlenecks, supporting continuous improvement.
• Developed and maintained Knowledge Base articles to support agents and end users.
• Ensured knowledge content met governance standards and accelerated first‑contact resolution.

• Developed, implemented, and maintained incident management policies and procedures.
• Coordinated with stakeholders to ensure timely resolution of incidents.
• Provided guidance on response strategies for critical incidents.
• Maintained an up-to-date inventory of IT systems and services.
• Monitored system performance metrics to identify trends or anomalies.
• Conducted post-incident reviews to assess effectiveness of incident management processes.
• Assisted in developing communication plans for major incidents.
• Performed root cause analysis to determine underlying causes of incidents.
• Managed the lifecycle of all service requests from initial submission through closure.
• Created, updated, and tracked incident tickets using a ticketing system.
• Documented incident details in knowledge base articles for future reference purposes.
• Facilitated communications between technical teams during major outages or disruptions.
• Analyzed problem reports to identify common issues and develop solutions.
• Built relationships with customers to understand their needs and expectations regarding incident resolution.
• Tracked key performance indicators related to incident management activities.
• Collaborated with other departments on cross-functional projects impacting incident management processes.
• Led team meetings focused on identifying process improvements for resolving incidents more quickly.

• Assisted in developing detailed security policies and procedures for several projects.
• Conducted comprehensive risk assessments to pinpoint vulnerabilities.
• Kept abreast of the latest security regulations and standards.
• Assisted in researching and evaluating new technologies to bolster security measures.
• Supported the installation of software patches and system updates.
• Ensured adherence to laws and regulations governing information security.
• Monitored external threats using intelligence-gathering tools.
• Coordinated with stakeholders for efficient incident response.
• Aided in crafting plans for disaster recovery and business continuity.
• Collaborated with vendors to implement security solutions.
• Created detailed reports from security audits.
• Helped develop training materials for staff members on security best practices.
• Facilitated communication between technical teams during investigations.

• Created user accounts and managed access rights for users.
• Troubleshot application errors and provided technical support to end-users.
• Network monitoring using Dell SonicWall.
• Managing IP addresses, Mac Addresses and granting internet access.
• PC monitoring for threats, viruses, and unauthorized software.
• VPN creation for remote access to a specific server.
• Working on ISO 27001 policies, processes, and procedure.
• File restores Process.
• User Management in Active Directory.
• Responsible for Managing new IT projects for IT department.
• Implemented security measures such as firewalls, antivirus programs.
• Performed regular backups of critical data and documents.

• Developed and implemented internal policies and procedures to ensure compliance with applicable laws and regulations.
• Reviewed existing contracts, documents, reports, and other materials to identify potential areas of non-compliance.
• Daily Site Monitoring.
• Daily Checks for server room for temperature and Humidity.
• Monitoring of Users PC regarding list of authorized software and antivirus.
• Monitoring the network and check for unauthorized network devices.
• Daily, weekly, and monthly data backup of servers.
• IT Asset Management and Purchasing.
• Access Management.
• Monitoring and Managing CCTV camera.
• Following SOP strictly so that all the IT and security policy are respected.
• Planning and undertaking schedule maintenance.
• Example: fire alarm system, UPS, AC, CISCO equipment.
• Managing the yearly IT audit of the General Electric Area.
• User Creation and Termination in Active Directory.
• Password Reset for windows login.
• Folder creation and giving access rights on servers.
• PABX management.
• PC swapping Project.
• Maintaining records of software licenses.
• Managing stocks of IT equipment.
• Installing and configuring computer hardware, software, systems, networks, printers and scanners.
• Investigating, diagnosing, and solving computer software and hardware faults.
• Checking computer equipment for electrical safety.

• Analyze and log issues pertaining to IT on issue tracker.
• Fault Escalation within the respected SLA User Management.
• VPN management.
• Antivirus Deployment and Management.
• Troubleshooting issues related to Microsoft Office Tools Monitoring the Network connectivity of servers and workstations.
• Technical documentation following defined processes.
• Backup of Servers and PC.
• Remote software deployment and installations.
• Remote control of user’s workstations.
• Disaster Recovery Plan implementation.
• Weekly reporting on issues and their resolutions, back logs to manager.

• Providing support to customers locally and internationally, remotely.
• Provide training on products.
• Provide documentation on all products.
• Working with SQL queries to update database.
• Processing of daily, weekly, and monthly invoices for users.
• Modifying any anomaly on invoices.
• Working on new projects following request from users.
• Generating Statistics for the different type of users.
• Troubleshooting issues of users.