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I am Juliet Gimei Nandudu, a customer-centric IT support specialist with over 10 years of experience delivering end-user support, troubleshooting complex systems, and managing technical issues across enterprise and SaaS environments. I excel at issue triage, documentation, clear client communication, and problem-solving across software, hardware, and network layers. I'm proficient in SQL basics, Microsoft Office, and ticketing tools like ServiceNow and Salesforce, and I am passionate about leveraging technology to improve public service delivery. I thrive in collaborative settings, translating technical details into actionable steps for users and stakeholders, and I often contribute to knowledge bases, self-service guides, and standardized processes to drive efficiency.…I am Juliet Gimei Nandudu, a customer-centric IT support specialist with over 10 years of experience delivering end-user support, troubleshooting complex systems, and managing technical issues across enterprise and SaaS environments. I excel at issue triage, documentation, clear client communication, and problem-solving across software, hardware, and network layers. I'm proficient in SQL basics, Microsoft Office, and ticketing tools like ServiceNow and Salesforce, and I am passionate about leveraging technology to improve public service delivery. I thrive in collaborative settings, translating technical details into actionable steps for users and stakeholders, and I often contribute to knowledge bases, self-service guides, and standardized processes to drive efficiency.

Juliet Gimei Nandudu

Web Developer, Programmer, Data Scientist, +2

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I am Juliet Gimei Nandudu, a customer-centric IT support specialist with over 10 years of experience delivering end-user support, troubleshooting complex systems, and managing technical issues across enterprise and SaaS environments. I excel at issue triage, documentation, clear client communication, and problem-solving across software, hardware, and network layers. I'm proficient in SQL basics, Microsoft Office, and ticketing tools like ServiceNow and Salesforce, and I am passionate about leveraging technology to improve public service delivery. I thrive in collaborative settings, translating technical details into actionable steps for users and stakeholders, and I often contribute to knowledge bases, self-service guides, and standardized processes to drive efficiency.…I am Juliet Gimei Nandudu, a customer-centric IT support specialist with over 10 years of experience delivering end-user support, troubleshooting complex systems, and managing technical issues across enterprise and SaaS environments. I excel at issue triage, documentation, clear client communication, and problem-solving across software, hardware, and network layers. I'm proficient in SQL basics, Microsoft Office, and ticketing tools like ServiceNow and Salesforce, and I am passionate about leveraging technology to improve public service delivery. I thrive in collaborative settings, translating technical details into actionable steps for users and stakeholders, and I often contribute to knowledge bases, self-service guides, and standardized processes to drive efficiency.

Available to hire

I am Juliet Gimei Nandudu, a customer-centric IT support specialist with over 10 years of experience delivering end-user support, troubleshooting complex systems, and managing technical issues across enterprise and SaaS environments. I excel at issue triage, documentation, clear client communication, and problem-solving across software, hardware, and network layers. I’m proficient in SQL basics, Microsoft Office, and ticketing tools like ServiceNow and Salesforce, and I am passionate about leveraging technology to improve public service delivery.

I thrive in collaborative settings, translating technical details into actionable steps for users and stakeholders, and I often contribute to knowledge bases, self-service guides, and standardized processes to drive efficiency.

Skills

Experience Level

Expert

Expert

Intermediate

Beginner

Work Experience

IT Support at Accenture (Rio Tinto)

March 1, 2025 - March 1, 2025

Supported digital workplace and infrastructure improvement projects across multiple sites. Conducted UAT sessions, tracked change requests, and managed process documentation. Coordinated stakeholder communications, ensuring consistent reporting and compliance. Collaborated with finance to track project costs, resource utilization, and spend approvals.

Project and Service Coordinator at Sapphire

January 1, 2025 - October 28, 2025

Provide Tier-2 onsite and remote support across hardware, software, and network platforms. Coordinate and perform user acceptance testing (UAT), change management, and post-production validations. Deploy and manage systems using SCCM, Intune, and BitLocker in a SOX-compliant environment. Prepare documentation, knowledge base articles, and support guides for user self-service. Collaborate with stakeholders to analyze incidents, report trends, and recommend solutions.

Customer care Support at Sutherland Global (Paramount Plus)

December 1, 2024 - December 1, 2024

Deliver real-time technical and customer support via chat, phone, and email for Paramount+ subscribers. Troubleshoot system and user issues related to Microsoft Windows, Office Suite, Exchange, and networking. Maintain accurate logs using ServiceNow, Salesforce, and Remedy. Train users in digital tools and escalate complex issues as needed. Recognized for handling 60+ customer inquiries daily while maintaining high satisfaction scores.

IT Project Officer at Stanbic Bank

July 1, 2022 - July 1, 2022

Led internal IT service delivery initiatives and change implementation across digital platforms. Supported enterprise software rollouts and documented SOPs and technical support procedures. Used SQL-based tools to generate reports and validate system output for accuracy.

Service Desk Analyst/ Manager Incident at MTN Telecommunications

December 1, 2018 - December 1, 2018

Delivered Tier-1 and Tier-2 support, resolved incidents, and ensured compliance with ITIL standards. Managed Active Directory, user permissions, and system access requests. Participated in CAB meetings and coordinated with cross-functional teams for timely issue resolution.