BINDIYA BALASUBRAHMANYAM : acpdam@r.postjobfree.com

KERALA INDIA : +91-994*******

CV OUTLINE

Positions looking for

Application Support & Maintenance / Helpdesk /

Website Content Management / Software Testing

Type of Employment

Full Time/ Contract

Preferred Job Location

UAE [ Dubai/Abu Dhabi] – Husband Sponsorship

Country of Citizenship

India

Passport Number

Passport Expiry Date

L6560902

14/01/2024

OBJECTIVE & PROFESSIONAL SUMMARY

To seek a position as a valued member of a well-established organization to utilize my knowledge and ability for the success of the company’s day to day operations.

Customer focused Senior Application Support Analyst with 5.3 years’ experience in IT industry in which 4.3 years’ experience in IT Service Management and ITIL framework for .NET, SharePoint as well as Content Management applications and 1 year experience as a Software Developer.

KEY SKILLS

TECHNICAL SKILLS

SOFT SKILLS

MOSS 2007 and SharePoint 2010

.NET 2.1, SQL 2005

EDMS Aconex

ITIL Framework & IT Service Management

HP Service Manager, Service Center

MS Office – Word, Excel, Power point, Outlook

Communication Skills – Verbal & Written

Active listening skills

Analytical and Presentation skills

Quick Learner and Team player

Initiative, Planning and Organization skills

Problem Solving and Conflict Management

Customer Focused

Interpersonal and Leadership skills

PROFESSIONAL EXPERIENCE

Oct 2008 – Feb 2014 Wipro Technologies, Bangalore, India

Worked in Application / Production Support for .NET, Microsoft SharePoint (MOSS) and Content Management Applications.

Responsibilities include delivering quality support to end users, which involves troubleshooting / investigation / analysis and resolution of technical and operational issues with live websites.

Creating tickets for each requests or issues with necessary data, track and liaise with the customers with appropriate information, escalate to appropriate teams if necessary and close the ticket upon resolving the issue with the user confirmation according to the SLA.

Incident Management: Handle the incidents from creation in HP Service Manager 7 until closure.

Problem Management: Handle root cause analysis from creation in HP SM7 until closure and collaborate with the investigating vendor teams.

Change Management: Administrate changes in HP SM7 and own them until approval and closure.

User Management: Handle all user administration (creation of new user accounts, edit etc.) for both application users and needed accounts for engineers and developers.

Involved in proactive support that includes identifying application upgrade paths, identifying manual processes and opportunities for improving efficiency and application reliability.

Involved in reactive support that includes troubleshooting problems, providing technical assistance, and escalating and coordinating till problem resolution.

Worked on the technologies .Net, SQL, SharePoint and have the ability to interface with other technologies which interface the application.

Worked in Content Management Applications such as Quick & Easy, Live link and SharePoint.

Worked with windows platforms and have basic knowledge on Servers, Network and Database.

Worked with the developers & vendors to implement and support production applications.

Coordinated in testing after every deployments or bug fixes.

Identified and implemented automation of routine tasks.

Documentation of knowledge in central repository.

Report Generation & Analysis: Weekly Status report (WSR), Business Performance Review (BPR) report, Minutes of Meetings (MOMs), Key Performance Indicator (KPI)

Adapted to changes and varied working hours (worked in 24/5 shift rotation environment)

EDUCATION HISTORY

B Sc. Computer Science (2008) – 77.5%

[Full Time – 3 yrs.]

Mahatma Gandhi University Kerala India.

MS - Software Engineering (2012) – 85%

[Work Integrated Course – 4 yrs.]

Birla Institute of Technology and Science Rajasthan India.

OTHER INFORMATION

Age and Date of birth

27, 27-12-1987

Gender

Female

Marital Status

Married

REFERENCES

Mr. Anu Raj,

Application Specialist,

Wipro Technologies, Bangalore.

E-mail: acpdam@r.postjobfree.com

Contact this candidate