Engineer Technical Support

Jyothi S Pai

Mobile #: +919*********

E-mail: ab0kug@r.postjobfree.com

Objective

To be amongst the best professionals in the challenging field of

Information & Technology, utilizing my skills and creativity, in an

environment where there is scope for recognition and professional

advancement.

Education Qualification

. B.E. in Telecommunication Engineering from Vivekananda Institute Of

Technology, Bangalore, Affiliated to VTU, Belgaum - Batch 1998-

2002.

. Completed Pre University from TNES Junior Composite College,

Bhatakal in 1998

. Completed SSLC from The New English School, Bhatkal in 1996

Technical Expertise

. Experience working with Windows XP, Vista

. A+ in Hardware and Networking

. Basic knowledge ITIL V3.

. Basic knowledge of Internet Protocols, OSI Layers, TCP/IP.

. Hands on experience on set up, configuration and T/S of MS Office

. Basic Knowledge of VPN technology and troubleshooting

. Knowledge of different Ticketing tools like ICare, Applix, Assyst,

Service centre

. Good probing and Technical Trouble shooting Skills

Strengths

. Hardworking, positive attitude and creative.

. Determined to succeed

. Takes initiative in tackling difficult situations.

. Good communication skills.

. Good at coordinating teamwork and planning activities.

Professional Experience in Detail

#1 Tesco Hindustan Service Centre (Tesco HSC)

Position Senior Engineer

Duration April 2009 to March 2011

As a senior Engineer I was handling two major responsibilities in Tesco

HSC.

One for Dotcom Support Office (DSO) and the other is Change Management for

Tesco.com.

Dotcom Support Office (DSO) and Change Management both come under IT

Infrastructure for their Dotcom Business.Tesco is World's number#1 E -

Grocer. It is also World's 3rd largest and UK number#1 Retailer.

As a Senior Engineer for DSO, following are my job responsibilities:

. Provide level 2 support for all Dotcom and Direct related issues

through voice and emails.

. Monitor tesco.com website 24/7 to make sure that all features and

products are available for customers at any given time.

. Do Health checks relating to product availability. Stock in the ware

house, Supply chain, daily hosting, Offers, Order rate etc.

. Monitor all the dotcom servers using Microsoft Operations Manager

console (MOM) and inform concerned level 3 support if any issues

found.

. Complete ownership of order cycle for both Grocery and Direct.

. Database related activities like Order status change, agent status

reports, coupon linking, product promos, emergency product removal etc

. Generate daily and weekly reports for business.

. Creating DASH & OBP account creation and access level change requests

. Create and manage Wireless account setup, password resets and account

deletion

. Create VDI accounts for contract employees who are part of Change

Program

. As a senior engineer I am also responsible for mentoring and training

my team members about the new processes and updates.

. Assist Team Leader with escalations and agent report generation.

.

As a Change Manager Following were my job responsibilities:

. Generate Weekly report for the Changes raised and implemented

. Generate Weekly Success Report

. Chair the weekly Dotcom LAB(Local Advisory Board) and seek their

approval for upcoming Changes and send out the Outcome of the LAB to

all the Stake Holders

. Participate in the Weekly CAB (Country approval Board)and get

approval for Major Changes which have very high Impact and send out

the outcome to Stake Holders

. Look into all the Changes raised by dotcom on daily basis and take

necessary approvals from concerned teams before implementation

. Assist and train End Users with all queries related to raising

Changes, Approval process, Documentation etc

#2 TATA Consultancy Services

Position Assistant Systems Engineer

Duration July 2008 to April 2009

I was member of Infra structure Services in TCS. We were providing Infra

structure support to UK based Client Somerfield. Somerfield is chain of

retail outlets. They have around 2000 stores across UK. I am in first level

support where we collect information from users and pass it to support

teams for resolution.

As Assistant Systems Engineer, following were my job responsibilities

. Provide Total Infra structure support to Somerfield, client of TATA

Consultancy Services.

. Receive inbound calls from Stores and depot users and document the

issue in ticketing tool called Assyst and provide Ticket numbers.

. Assign tickets to relevant support groups for resolution

. Monitor store and Depot network and report to ISP if there is any

outage

. Report all Non Trading stores to Incident Management with full details

. Report all Telecom Issues to Incident Management and ISP.

. Report hardware faults to respective suppliers and follow up until

parts are replaced.

. Participate in team briefing and process review meetings.

#3 Timken Engineering and Research India Private Limited (TERI)

Position Team Member - Technical Help Desk

Duration April 2007 to November 2007

I was a Member of Technical Help Desk for Timken. Timken is a world #2

company in the manufacturing of Bearings and Steel. They have their

presence in 27 Nations. We assist Timken employees with all their technical

issues.

As member of THD, Following were my job responsibilities.

. Process user requests both by phone and E-mail.

. Assist users with account set up, unlocking and resetting.

. Take Net meeting for application related issues

. Printer set up and troubleshooting

. Assist users with VPN set up for both dial up and broad band

connection. Assist with password reset, token reset etc

. Monitor Entire Timken Network. Report it to respective Telecom team

and Service provider

. SAP GUI installation and configuration

. SAP GUI error analysis and Troubleshooting

. SAP log-on assistance

. Requesting roles for users in SAP system for respective clients,

assigning SAP users to respective systems and clients.

. Provide HR assistance

#4 Hewlett-Packard Consumer Contact Center (HPCCC)

Position Senior Technical Support Specialist

Duration August 2005 - March 2007

I was part of HP IPG Americas Product Support team. I was supporting HP's

All-In-One Products which have print, scan, copy and fax functionalities

integrated in one unit.

As Senior Technical Support Specialist following were my Job

Responsibilities

. Providing voice based technical support to consumers in Americas

region for HP's All-In-One products

. Assist Consumers with Print, Copy, Scan and Fax functionalities

. Assist with Installation, Set up and troubleshooting

. Assist with wired and wireless printer set up

. Assist with Fax set up with dial up and Broad band lines

. Hardware assistance and replacement if necessary

#5 Transworks IT services (India) Limited

Position Senior Tech Support Associate

Duration March 2004 - July 2005

I was Part of Apple IPod Technical Support team in Transworks. As Senior

Technical Support Associate, following were my Job Responsibilities

. Providing Voice based Technical Support to US Consumers for Apple

IPods

. Assist with IPod set up on both Windows and Mac OS

. Assist with installation and trouble shooting of IPod s/w

. Assist with installation and setting up ITunes

. Assist with Hardware trouble shooting and Replacement

. Assist with How To Do questions

#6 AVT InfoTech Limited

Position Customer Service Representative

Duration June 2003 - March 2004

I was part of AVT's Sales team and then I was moved to Mortgage

Acquisition.

As a part of ales team my job was to call potential customers and offer

different types of credit cards which may suit them. Once sale is confirmed

we had to pass call to Team Leader who is to cross verify all details and

only then it would be passed to client.

In Mortgage Acquisition, we were offering remortgaging to customers. Our

job is just to generate leads which would then be passed to mortgaging

officer in US to process it further.

Personal Details

Name : JYOTHI BHAT

Date of Birth : 22nd July 1980

Husband's Name : K Shatrughna Pai

Sex : Female

Nationality : Indian

Address : #22-11-1459/2, S A Vas Compound

Chambers Garden, Near Shaadi Mahal

Bolar, Mangalore - 575001

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