SMITHA HS

**** **** ****** ******, *********, CA 94086 C: 1-408-***-**** ac0vz0@r.postjobfree.com

Career Overview

Systems Engineer focused on supporting software products from both technical and functional stand-point.

Knowledgeable on cloud-based products and brings in valuable experience and passion for handling complex

challenges related to software products. Adept, quick learner and willing to go that extra mile in contributing to the

success of the organization. Seeking a challenging and learning oriented role in technology focused organization

Experience

Support Associate 06/2011 to 11/2016

SAP Labs India Pvt Ltd Bangalore, Karnataka, India

Responsible for delivering Technical support for SAP's cloud based products, such as SAP Business

ByDesign, Business Intelligence OnDemand, SAP StreamWork, Crystal Reports.com and SuccessFactors

Bizx Suite

Responsible for managing and resolving challenging issues for SAP partners and customers from various

regions, including APAC, EMEA and US

Subject matter expertise within the customer support department and collaborating with other team

members in the various technologies.

Maintaining a sense of ownership on customer tickets by driving all issues to successful resolution and

work with customers to resolve complex technical issues escalated from frontline support

Successful in multitasking, managing simultaneous customer cases while accurately and completely

documenting problems and solutions

Collaborating closely with Operations, QA and Engineering team to diagnose and document new issues

Developing and training global support team on new troubleshooting processes and tools

Act as an advocate for customers and working effectively with Engineering for product improvement.

Assistant Manager 06/2009 to 05/2011

HDFC Bank Bangalore, Karnataka, India

Monitored and tracked cash transactions, fund transfers, margin accounts and option trading.

Researched banking guidelines and statutory requirements to stay updated on new laws and applications.

Educated customers on Banking products and service offerings.

Offered exceptional customer service to differentiate and promote the company brand. Built customer

confidence by actively listening to their concerns and giving appropriate feedback.

Balanced the needs of multiple customers simultaneously in a fast-paced retail banking environment.

Technical Skills

Skills Proficiency Total Years Last Used

C, C++, Java script, HTML, XML and Advanced 2 2016

CSS

Software Products - SAP Business Advanced 2 2013

ByDesign, Business Intelligence

OnDemand, Crystal Reports

SAP SuccessFactors Bizx - Advanced 3 2014

Performance management & Goal

Management, Employee Profile

SAP SuccessFactors Bizx suit Advanced 3 2016

-Employee Central, SSO, Rest API's,

Role Based Permissions

Ticketing systems & Tools - JIRA, Advanced 5 2016

ADAPT, Service On Demand,

SPLUNK, BCP and SAP CRM system

Recognized with Customer Excellence Award upon the completion of a project that created opportunities

Karnataka

Karnataka

Windows, Unix, Linux Advanced 3 2016

MS Office, Finware and Lotus Notes Advanced 5 2016

Skills

Troubleshooting proficiency Focused on customer satisfaction

Microsoft Tools Advanced problem solving abilities

Strong organizational skills Skilled multi-tasker

Energetic work attitude Training and development

Adaptive team player Critical thinking

Accomplishments

Reduced technical escalations to management

for more business.

Multiple technical awards for work performance.

Received award for customer service recognition and ability to work well with the other global team

members.

Promoted to Customer Service Manager.

Education and Training

Bachelor’s Degree: Electronics & Communication Engineering

Adichunchanagiri Institute of Technology Chikmagalur,

Technical Diploma : Electronics & Communication Engineering

Govt women's Polytechnic Hassan,

Personal Information

Date of Birth: 15th of December, 1986

Sex: Female

Visa Type – L2A and valid till September, 2019

Reference available upon request

2008, India

2005, India

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