CSE

CURRICULUM VITAE

Rachel Roy

Objective

To pursue a challenging role in IT industry, which offers me an opportunity to learn and utilize my creativity, problem solving and analytical skills to add value to the organizational bottom lines by establishing business friendly relationships with clients and organizational stake holders.

Professional Experience

IT SHOPE, Kerala India Sep, 2012 – Jun, 2014

Position Held: Test Lead

Roles and Responsibilities:

Defining the testing activities for subordinates – testers

All responsibilities of test planning.

To check if the team has all the necessary resources to execute the testing activities.

To check if testing is going hand in hand with the software development in all phases.

Prepare the status report of testing activities.

Required Interactions with customers.

Updating project manager regularly about the progress of testing activities.

INFOSYS, Bangalore India Jul, 2011 – Aug, 2012

Position Held: Senior Process Executive

Role: Providing L1 support for any technical issue

Role and Responsibilities:

Act as a point of technical escalation and resolution during the project lifecycle as it relates to technical queries.

Determine and provide a necessary level of trainings and technical documentations to team members.

Communicate daily regarding project status with appropriate team members

Good knowledge of the company product development lifecycle and process tools

Supporting the customers through Lotus notes 7.0 & Outlook, Citrix and BMC Remedy

Responsible For quality Technical service.

Call Support on 24x7 scenarios to the end users.

Escalation handlings, management reporting, transition execution, coordination with support team for critical incidents, identify, improve and streamline process gaps

Holding and Involving team in other fun activities and encouraging them to participate actively

Motivate and inspire team members

Maintain healthy group dynamics

PROJECT HANDLED:

Client: Viterra (July 2011 - July 2012)

Server used: - Citrix

Active Directory and Exchange Management 2010:

Create and Modify of Distribution lists.

Creating profiles and troubleshooting on signature issues and delegate access.

Troubleshooting Exchange Databases in case of slow performance and unavailability

Troubleshooting on Office Communicator issues.

Creating tickets on Remedy

Roles on Citrix Administration:

Have been working on Citrix Administrator, providing access to Citrix for users

Assisting users when the sessions get hung or slowness issue in Citrix environment.

Assisting users and helping them if they have issues with XenApp connectivity or performance issues

Identity Manager:

Assisting the users in password Reset.

Restoring the NT account and other accounts for the user.

Assisting higher level teams and users by providing the group and account details.

Support on Internal Applications:

Working on Status Updates, updating the status pages of the client.

Working on user’s computers remotely to resolve issues.

Providing Level 1 support for various internal applications like PSHR, LMS, Lotus Notes.

Good experience on creating Incidents and Tickets on ticketing tool.

Keeping customers informed on request status and progress.

Making an initial assessment of requests, attempting to resolve them or refer them to someone who can monitor and escalation procedures relative to the appropriate SLA.

Categorizing the issue and helping the user in fixing the issue if it is within our scope, else routing the incident to appropriate team depending on the issue and location of the user.

Following up with users on Incidents and helping them in fixing the issue

Closing the Incidents with the confirmation from the users or customers

Basic troubleshooting on desktop, laptop, thin client & printer related issues.

Basic troubleshooting on Network related issues.

Working on clients’ application (Agrosoft, Grains, PeopleSoft HRMS, PeopleSoft Financials & many more)

Key Strengths:

Quick learner and motivation to succeed in the industry

Self-Motivator

Good Analytical and problem solving skills

Customer focused and solutions driven

Good communication and interpersonal skills with problem solving abilities and effectiveness in working independently or as a team player

Ability to work collaboratively

Achievements:

Courses:

Tally Financial Accounting Program.

English Typewriting.

Office Automation.

Education:

Examination Discipline/ Specialization School/ College Year of Passing

B.C.A. (Bachelor of Computer Applications) Mangalore University, Udupi - 2011

C.B.S (Certificate of Biblical Studies) India Theological Seminary, Brahmavar, Karnataka - 2011

12th Grade-HSC Commerce Shankar Narayan Junior college, Mumbai - 2008

Technical Skills

Operating Systems: Windows XP, Windows 7, Windows 8

Programming Language: C, C++, Visual Basic, Java, ASP.NET Database: SQL, Oracle

Declaration:

I hereby declare all the details furnished above are true to the best of my knowledge.

(Rachel Roy)

Contact information:

Mobile: 055*******

Sharjah, UAE

Email:

ac6itf@r.postjobfree.com

Permanent Address:

Puthenpurackel House Anandashram Via.

ThayanurPO, Kanhangad,

Kerala, India.

Personal Information:

Date of Birth: 13/09/1989

Nationality: Indian

Marital Status: Married

Personal Information:

Passport No.: L2643389

Date of Issue: 17/06/2013

Date of Exp: 16/06/2023

Visa Status: Residence Visa

Language Known:

English, Hindi, Marathi, Nepali & Malayalam

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