Hi, I’m
Dolly Gulati
Almere ,FL
Summary
RPA Certified Professional, having 8+ years of experience in the IT industry and One year of Onshore exposure for ING Bank Amsterdam, the Netherlands with proven track records in the field of Application support, Service management, systems administration, Service now/Jira. Experience with incident management, change management and as senior analyst. Strong communication skills with internal and external stakeholders. Recently cleared ITIL v4 certification from Peoplecert -Axelos. Professional experience in an administrative support role interviewing new associates with strong analytical and grasping skills with the ability to learn quickly and provide quality solutions to meet both organizational and client goals. Proven success as change champion and in contributing to a team-oriented environment in my project coupled with good communication (written and oral) and interpersonal skills.
Overview
9
years of professional experience
2
years of post-secondary education
Work History
BSI Financial services- Entra Solutions
Senior Application Support specialist
10.2024 - 03.2025
Job overview
- Monitoring and supporting critical jobs, analysing Camunda/Datadog alerts and taking appropriate actions
- Resolving high priority tickets related to critical applications such as Encompass, Sagent, Loanserve, Document Indexing tools, e-payment tools, Sendgrid and VIP user account issues within SLAs, ensuring high customer satisfaction
- Proactively analysing repetitive tasks and issues, employing automation techniques to streamline manual processes and improve operational efficiency
- Experienced in incident management, maintaining incident sanity on tool such as Service now and Jira (Sprint planning and execution)
- Enforcing best practices of IT security, sound knowledge of okta, mfa and encryption of Data
- Providing technical and functional support and services regarding a spectrum of software used within BSI Like Lanvera, Sendgrid, Five9, loanserv
- Collaborating closely with team members across the globe, providing comprehensive support for Apple device issues, user and systems access, networking, and other IT-related tasks
- Train users and operators and/or write training procedures
- Routine maintenance updates with other IT staff and business units
- Creating all required documentation including standards, configurations and diagrams
- Setting up Jenkin Jobs to automate deployment processes
- Providing KT to new joiners and documenting critical issues as per company standards
- Creating Online Reports and letters also validate reports on basis of recent audits happened via third party financial companies
NAB India
Production Support Engineer/ Analyst
02.2023 - 07.2024
Job overview
- Providing production support for the NAB clients, working with High-net-worth clients while serving for JBwere and Nabtrade client e-portals
- Monitoring and supporting critical control M jobs, analysing splunk alerts and taking appropriate actions
- Resolving high priority tickets related to Cat A & Cat B application, payments, downloading statements, and transaction issues within SLAs, ensuring high customer satisfaction
- Experienced in incident management, maintaining incident sanity on tool such as Service now and Jira (Sprint planning and execution)
- Working on vulnerabilities and extracting reports
- Working on Account management and have a sound Knowledge of AD & Citrix, Basic windows desktop and server knowledge, Desktop Management, Networking (basic knowledge)
- Responsible for diagnosing and troubleshooting a wide range of IT challenges, from the initial setup of new users to providing assistance to colleagues with their IT inquiries
- Collaborating closely with team members across the globe, providing comprehensive support for Apple device issues, user and systems access, networking, and other IT-related tasks
- Enhancing our global IT systems and functionalities
- Secured Change champion role within 3 months and handled critical and impactful prod changes
- Proactively analysing repetitive tasks and issues, employing automation techniques to streamline manual processes and improve operational efficiency
- Performed Disaster Recovery activity and documented the plans as per organisational needs
- Worked on lifecycle flow for onboarding an user friendly digital applications
- Change governance – creating, reviewing, implementing critical changes on Prod/Test/Dev environments
- Responding to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 2 remote desktop support and perform other activities based on SOPs
- Experience of working on Stakeholder Management, Service request management systems, change management Modules following agile, waterfall methodology
- Documenting end to end process, mentioning all the basic requirements/accesses
- Actively performing Deployments and patching as per company requirements
- Maintaining application health/sanity which is currently being used in NAB India
- Providing after hours support and weekend support as well
- Collaborating with development teams to implement permanent fixes for recurring issues
- Performing Release activity of applications for Prod/ Test environments
Better Mortgage
Senior IT Support admin
04.2021 - 02.2023
Job overview
- Experience of working on Stakeholder Management, Service request management systems
- Providing second line support via telephone support, email, live support, skype, zoom
- Working as a scrum master, taking interviews, onboarding/offboarding of young joiners
- Change governance – creating, reviewing, implementing critical changes on prod environments
- Support OS X and Windows users (e.g
- Software installs and VPN troubleshooting)
- Affinity for both as technology and Business processes
- Project handling, providing high level data and dashboards on Jira
- Enforcing best practices of office IT security
- Responding to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 2 remote desktop support and perform other activities based on SOPs
- Performed Disaster Recovery activity and documented the plans as per organisational needs
- Worked on lifecycle flow for onboarding an user friendly digital applications
- Escalate complex problem to appropriate support specialists and concerned departments
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products
- Troubleshoot client software and basic network/server connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- Train users and operators and/or write training procedures
- Participating in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Creating all required documentation including standards, configurations and diagrams
- Leading various projects on the IT Support team
- Cross-functional working
- Understanding of working in a cross-platform (Windows and macOS) environment
- Maintaining accounts/Active directory Worked closely with the team to identify and resolve technical issues and challenges
- Maintained strong communication with the clients to ensure smooth project/service delivery
- Actively participated in project meetings and discussions to provide valuable insights and suggestions for improvement
Cognizant Technologies Solutions, ING Bank Netherlands European client
IT Dev Support Engineer
08.2018 - 04.2021
Job overview
- Provided production support and managing customer portal and inhouse applications
- Resolved tickets raised by business users, ensuring timely resolution
- Successfully executed emergency/normal/standard changes for customer portal, ensuring accurate and up-to-date information for users management Modules
- Supporting Product owner and ensure that all requirements of all relevant stakeholders are acknowledged in the analyses and the different solution designs
- Supporting the delivery of solutions with an iterative and incremental agile approach by cooperating in refining the roadmap
- Provide first line support via telephone support, email, live support and in person
- Follow ups with various departments regarding requested and open incidence
- Analysing finance business issues with the purpose of bringing complete solutions for the requested change
- Providing the stakeholders with design alternatives and their relative impact to enable proper decision making
- Drafting Problem tickets, user stories and set-up acceptance criteria based on requirements and use case scenario
- Performed Disaster Recovery activity and documented the plans as per organisational needs
Cognizant Technologies Solutions, Align Networks US client
IT Support Executive
01.2016 - 07.2018
Job overview
- Worked closely with domain experts, provided application support and managing and inhouse applications and resolving critical issues
- Performed Disaster Recovery activity and documented the plans as per organisational needs
- Worked on lifecycle flow for onboarding an user friendly digital applications
- Escalate complex problem to appropriate support specialists and concerned departments
- Supported the verification and validation of solutions by testing change deliverables and guiding users/clients
- Worked on account management, ITSM Tool expertise, Service Now basis knowledge, ITIL Knowledge, AD & Citrix, Basic windows desktop and server knowledge, Desktop Management
- Experience in DNS, Active Directory is required
- Helped to translate solution design into training material- and work instructions for employees
- Drafted the learnings into proper format and (best and next) practices
- Worked on referral manager to create a complete file for a requestor into client portal
- Worked as an interim manager between Adjusters, Nurse case manager and provider
- Provided first line support via telephone support, email, live support and in person
- Follow ups with various departments regarding requests and incidents
Education
ICTAmsterdam, Netherlands
MBA from ICT Applied Science
03.2025 - Current
Finance ManagementRaipur, India
MBA
09.2013 - 12.2015
Delhi University
Graduation
12.2012
Skills
- ITIL
- SQL
- Microsoft Excel
- Net
- RPA in UI Path
- Service NOW
- Jira
- Nagios
- Splunk
- Datadog
- Camunda
- Active Directory
- MS power platform
- MS office 365 products
- Account management
- ITSM Service Now
- Windows desktop and server knowledge
- Desktop Management
- Networking
- Saas applications
- Confluence
- AD & Citrix
- Monitoring
- DNS
- Control M job scheduling
- Deployments
- Patching
- Releases
- Jenkin jobs
- Github
- Scrum master
- Agile
- Control M jobs monitoring
- Project management
- Problem management
- Incident management
Timeline
ICT
MBA from ICT Applied Science
03.2025 - Current
Senior Application Support specialist
BSI Financial services- Entra Solutions
10.2024 - 03.2025
Production Support Engineer/ Analyst
NAB India
02.2023 - 07.2024
Senior IT Support admin
Better Mortgage
04.2021 - 02.2023
IT Dev Support Engineer
Cognizant Technologies Solutions, ING Bank Netherlands European client
08.2018 - 04.2021
IT Support Executive
Cognizant Technologies Solutions, Align Networks US client
01.2016 - 07.2018
Finance Management
MBA
09.2013 - 12.2015
Delhi University
Graduation
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