Technical Support, Service/Incident Management, Application Maintenanc

Krishna Chaitanya S

Personal Summary

Highly motivated and ambitious individual; able to give timely and accurate

advice, guidance, support and training to team members and individuals.

Possessing excellent management skills and having the ability to work with

the minimum of supervision whilst leading a team of twelve or more. Having

a proven ability to lead by example, consistently hit targets, improves

best practices and organizes time efficiently.

Looking for a lead role to utilize my proficiencies in a prestigious

organization.

PROFESSIONAL

Employer Accenture Services Private Limited

Duration Jun 2008 - Sep 2013

Employer Torquent Software Systems Pvt. Ltd

Duration May 2007 - May 2008

Employer Knoah Solutions Pvt. Ltd

Duration Dec 2004 - Apr 2007

Technical Skills

Database MS SQL Server & knowledge in Oracle DBA

OS Windows & knowledge in UNIX

Tools Microsoft Project, Microsoft Visio, Product Studio, VSTS,

Quality Center & knowledge in QTP

CERTIFICATIONS

MS-MCTS SQL 2005 & ITIL v3 Foundation

Work Experience

Cisco - Accenture Services Private Limited

TEAM LEADER Jan 2013 - May 2013

Responsibilities:

. Responsible for providing the overall management and administration of

the Incident and Problem Management process.

. Involved other support tiers including contracted service providers and

application vendors in the processing of service request tickets or in

the analysis and resolution of individual incident and problem tickets.

Acted as a principal point of contact with service recipients in this

regard.

. Responsible for providing support to service recipients and accountable

for ensuring that all incidents and service requests identified are

properly recorded, classified, prioritized and resolved within the

defined service level targets.

. Responsible for coordinating service recipient communication and

questions during a major incident.

. Took the primary responsibility for resolving ticket escalations.

. Responsible for maintaining problem related documentation such as known

error and defect lists.

. Monitored problem ticket service level targets and reported potential

issues to the Problem Manager.

. Ensured a systems analyst undertakes proactive Problem Management

activities.

. Responsible for overseeing both the reactive and proactive problem

management processes.

. Served as an escalation point in the resolution of issues involving the

SME and service recipients.

. Generated multiple reports and prepared presentation slides as per Client

Requirements

Rate Validation & Testing (Farmers Insurance) - Accenture Services Private

Limited

SYSTEMS ANALYST Aug 2010 - Dec 2012

I have ensured that resources are motivated, monitored and measured in line

with company targets and performance standards. I was responsible for

making sure that any gaps in performance or quality are quickly identified

and addressed. I have produced accurate reports on team performance for

senior managers.

Responsibilities:

. Helped in creating test plan and managing project budget

. Was technically responsible for all the testing performed by the team

. Analyzed current processes and practices and suggested improvements

. Was involved in understanding Business requirements and worked with

the SMEs to translate requirements into solution architecture designs

. Reviewed requirements and seeked clarity as required

. Hands-on experience having performed both functional and non-

functional testing and be able to review requirements and even code as

needed

. Involved in driving organization-wide Quality Process initiatives and

their implementation to ensure Quality of deliverables

. Responsible for the overall Quality of deliverables across all

parameters, both functional and non-functional

. Pro-actively seeked to make continuous improvements to test coverage

and execution

. Analyzed and identified the Test Cases based on requirement document

. Reviewed and modified the Test Cases

. Regression testing was performed after every release

. Executed the Test cases and analyzed the Test results

. Involved in defect status reporting, prepare bug summary reports and

release notes

. Created few macros (alternative to test scripts) in MS Excel using VB

Script to validate the business rules.

. Agile methodology was used to validate the project reports using

Mainframe screens.

. Prepared daily workloads for resources & coordinated the daily

allocation of work.

. Motivated the team to achieve high standards and KPI targets.

. Handled new client enquiries and acted as the face of the business.

. Dealt with and resolved problems and issues which arose.

. Mentored and trained junior and new resources.

. Monitored & reported on standards & performance targets.

. Arranged weekly team meetings, focused on targets & achievements.

. Implemented new initiatives.

. Involved in the recruitment of new staff.

. Praised team members and created a positive work environment.

. Ensured all administrative and IT records are entered and updated

correctly.

. Provided prompt and accurate information on individual performance.

Microsoft Partner Program - Accenture Services Private Limited

Incident Coordinator and Subject Matter Expert Jun 2008 -

Jul 2010

Responsibilities:

. Understand the support process and implement it as per the client

requirement.

. Providing timely inputs to the clients on their queries.

. Resolve client issues within the SLA.

. For process improvement, create articles on the internal applications.

. Prioritizing the issues and escalating them to appropriate support

teams.

. Logging tickets in MSE, MS CRM and assigning to respective analysts.

. Plan the shift activities.

. Auditing the closed SRs and Cases as per ISRM process.

. Review open issues and improve the service quality.

. Participation in Triage calls and prioritizing the bugs.

. Giving suggestions to the fellow analysts.

. Publishing Ageing reports, STR, TTR, NSAT, CSAT, DA, Shift Hand off

and Audit report.

. Review the Knowledge Base articles and publish them.

. Train the new joiners.

. Perform the Smoke test in UAT, Production and sign off for release.

. Knowledge in Change and Release Management.

. Good Knowledge in Sabre, CRS (Reporting tools).

. Hands on experience in logging bugs in Product Studio and VSTS.

. Sending Customer Notifications to users in Planned/Unplanned/Emergency

downtimes.

Microsoft Partner Program - Torquent Software Systems Pvt. Ltd

Incident Coordinator and Subject Matter Expert May 2007 -

May 2008

Responsibilities:

. Understand the support process and implement it as per the client

requirement.

. Providing timely inputs to the clients on their queries.

. Resolve client issues within the SLA.

. For process improvement, create articles on the internal applications.

. Prioritizing the issues and escalating them to appropriate support

teams.

. Logging tickets in MSE, MS CRM and assigning to respective analysts.

. Plan the shift activities.

. Auditing the closed SRs and Cases as per ISRM process.

. Review open issues and improve the service quality.

. Participation in Triage calls and prioritizing the bugs.

. Giving suggestions to the fellow analysts.

. Publishing Ageing reports, STR, TTR, NSAT, CSAT, DA, Shift Hand off

and Audit report.

. Review the Knowledge Base articles and publish them.

. Train the new joiners.

. Perform the Smoke test in UAT, Production and sign off for release.

. Knowledge in Change and Release Management.

. Good Knowledge in Sabre, CRS (Reporting tools).

. Hands on experience in logging bugs in Product Studio and VSTS.

. Sending Customer Notifications to users in Planned/Unplanned/Emergency

downtimes.

EarthLink Internet Services - Knoah Solutions Pvt. Ltd

Technical Support Specialist and Subject Matter Expert Dec 2004 -

Apr 2007

Responsibilities:

. Provided technical support to customers and promoted a product

portfolio of over 10 products and services with specific pricing plans

and contract terms.

. Handled over 50 inbound technical support chats in a busy environment

while maintaining polite and friendly manner.

. Resolved over 98% of troubles at first point of contact.

. Diagnosed and trouble-shot a variety software and hardware issues for

both Mac and PC and multiple operating systems.

. Created concise and complete footprints tickets for clients computer,

software and hardware issues.

. Trained new tech support reps and created department technical

troubleshooting steps and problem resolution methods.

. Acted as a resource desk for other Technical Help Desk personnel with

problems/issues when needed.

. Prepared and presented reports to management team on trouble stats,

emerging patterns and issues.

. Coached and mentored over 35 new recruits on the job.

KEY SKILLS AND COMPETENCIES

. Excellent communication skills - within and outside of the Test

Organization, across teams and with customers

. Ability to focus and prioritize. Good understanding of the distinction

between the urgent and the important and effectively prioritizing

tasks

. Define and set goals including stretch-goals as appropriate

. A great deal of maturity, accountability, high degree of integrity,

highest levels of pro-active behavior, ability to take initiative and

professional behavior

. Proven ability to manage through others.

. Strong decision making and problem solving skills.

. Able to motivate and lead others in a team environment.

. An ability to build rapport and trust quickly with work colleagues.

. Track record of delivering results with deadlines.

ACADEMIC QUALIFICATIONS

Achieved Bachelor's Degree from Kalinga University, Chattisgarh in the year

of 2004 at Mathematics as the major subject

PERSONAL DETAILS

Krishna Chaitanya S

Mobile: +91-990**-*****

Email: ******************@*****.***

Contact this candidate