CURRICULUM VITAE

SUJANA V P

Email:ac2g15@r.postjobfree.com

Contact No: +91-998*******

Objective

To work on a challenging project which provides an opportunity to enhance my technical skills and knowledge, this could provide me an insight into new aspects so that it would be helpful for my career.

Recognition

Worked as a service desk analyst with Hewlett-Packard Enterprise at Bangalore.

Worked as a Computer Programmer with one year of experience in Seshadripuram Academy of Business Studies, Kengeri Bangalore.

Tools & Technologies

Having knowledge and experience on Service Manager APJ1 SM9.33P2HF1, BMC Remedy, Active Directory, Sap, Office 365.

Career Profile

Having One year Ten Months of total experience, Level 1 support engineer with good knowledge of HPSM and Active directory

Providing technical hands-on capabilities with: installation and configuration, remote monitoring, help-desk customer service tech support, maintenance and troubleshooting.

Experience in handling different kind of issues received via calls, emails, chats and web tickets, Documenting user details and carefully listening to user issues, probing for more details to provide appropriate resolution.

Initially referring the knowledge base to provide the resolution as per the process, also browsing in google for troubleshooting steps and then remotely assisting user if needed. (Log me in Rescue was used for remote assistance).

The general issues supported were outlook, VPN, skype, system slowness and internet explorer issues.

Logging tickets via HPSM for all the calls received, resolving tickets if user confirmed issue resolution or else assigning the tickets to level 2 or application team for further assistance.

Managing the tracker in order to have a track of number of calls taken and tickets logged ratio.

A Quick Learner in adopting & implementing new technologies.

Ability to perform with minimal or no supervision.

Roles and Responsibilities:

Take ownership of customer issues reported and see problems through to resolution.

Research, diagnose, troubleshoot and identify solutions to resolve customer issues.

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Provide prompt and accurate feedback to the customers.

Ensure proper recording and closure of all issues.

Prepare accurate and timely reports.

Document knowledge in the form of knowledge base tech notes and articles.

Educational Credentials

Bachelor of Engineering in Completed in PSG College of Technology, Coimbatore with 68%.

Diploma Completed in Sri Ramakrishna Polytechnic College, Coimbatore with 89.58%.

10th Completed as private with 73.6%.

Technical Skills

Programming Languages

:

C, C++,JAVA(Basics)

Web Technology

:

XHTML,HTML,PHP CodeIgniter(Basics)

Databases

:

SQL(Basics)

Working Platform

:

Windows 7/8/XP, Linux

Achievements

Completed education program on “MATLAB FOR DATA ANALYSIS”

Participated in the MSP430 Launch pad workshop of ANOKHA 2012 at Amrita School of Engineering

Completed diploma in “UNIX AND C” (DUC)

Active member of Electrical and Electronics Engineering Association (EEEA) and Solar Energy Society of India(SESI)

Personal Details

Father’s Name : PADMANABHAN V T

Date of Birth : 06-02-1990

Gender : Female

Nationality : Indian

Languages known : Kannada, English & Tamil

Hobbies : Reading newspaper editing photos,singing and browsing

Declaration

I am confident of my ability to work in a team and I hereby declare that the information furnished above is true to the best of my knowledge.

SUJANA V P

Place: Coimbatore

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