Engineer Technical Support
Resume:
MEENU THIYAGARAJAN
*****.************@*****.***
Quality Assurance Engineer
Aspiring to be a QA Engineer, have completed certified training in QA
processes and tools
Prior experience in Tech support and Data Analyst positions.
Exposure to Test Management tools like HPQC and Automation testing tools
like QTP
Exposure to QA standards and Test Metrics, ways to calculate and report
them.
Exposure to working with Product Managers, Development and Operational
teams
Experience in defining and developing Test plans, test scenarios and
scripts for Manual and Automated Testing.
Very effective in Test Execution, detecting defects in Direct and Edge
scenarios, reporting defects with greater details
Very good Analytical ability, Communication skills, and a great attitude to
work in teams.
Core Skills
OS Windows 7/Vista/XP, Android, iOS,
Windows Mobile
Processes QA and Tech Support Processes
Tools HPQC, QTP, Load Runner, Microsoft
Word/Excel
Protocols TCP/IP, HTTP
Others Antivirus Software, Various
Browsers, System Utilities, SQL
Queries
Education and Certifications
Currently pursuing Masters in IT in harvard extension school from Fall 2013
Bachelors in Engineering with major in IT/Computer Science, from
AVINASHILINGAM UNIVERSITY, INDIA, graduated in 2004
HP Certified Technical Support Engineer
Certification in Testing, in HPQC, QTP, Loadrunner.
Certification in Data warehousing, in Business Objects, Informatica 6.0 and
Cognos.
Job Experience
High Point Solutions, PA Data Analyst, Nov 2012 - Feb 2013
HP, Bangalore, India Senior Technical Support Engineer
Apr 2007 - Apr 2009
HP, Bangalore, India Technical Support Engineer Jun
2004 - Apr 2007
Data Analyst - Nov 2012 - Feb 2013
Accomplishing as Data Steward with exp in Microsoft Excel by matching
and verifying Doctors Name and Address and based on the analysis
marked user information decision as Match/Research/No Match.
Based on the Medpro portal matching the name and address in the excel sheet
given by shire to the medpro finding exactly whether the doctors name and
address are matching closely /not w.r.t to MEDPROID/RXDM ID.
Matching the Doctors name and address with the MEDPRO ID in the MEDPRO
PORTAL.
Also did research on doctors name and address by using web portal
healthgrades.com and by googling find the best result.
Senior Technical Support Engineer - Apr 2007 - Apr 2009
Achieved the highest levels of productivity, handling over 1,000 calls
per week and averaging 200+ calls daily.
Earned reputation for resolving complex issues and providing exceptional
customer service.
Promoted to assume additional responsibilities as Technical advisor
providing expert guidance to help desk staff.
Assisted users with policies and procedures for setting up conference
calls, new accounts, web/network presentation and voice mail.
Escalated issues as needed and maintained communication with customer and
technical teams. Extensively used Remedy to record and track issues.
Independently designed new staffing schedule to improve night time coverage
and reduce cost of overtime.
Demonstrated exceptional skills in professionalism and responsiveness
across a wide variety of areas.
Provided support for US and overseas.
Technical Support Engineer - Jun 2004 - Apr 2007
Provided L2 technical support. Provided functional and technical
support, troubleshooting and diagnosing hardware and software
problems, including desktop, laptop, WAN, LAN, and remote systems.
Manage the configuration and performance management of all PC systems and
telecommunications.
Maintains passwords, data integrity and file HYPERLINK
system security for the desktop environment.
Install, configure and maintain back-end and front-end systems, as well as
LAN and WAN connection at remote site.
Assisted in the installation and updating of software, as well as the
setup and troubleshooting of all equipment.
Tracked and de-escalated technology and computer operations.
Expertly installed, configured, monitored and troubleshot PC's and related
hardware on all OS platforms.
Oversaw the investigation and resolution of hardware and software issues
both remotely and onsite.
Procured, received, documented and tracked inventory of all computer
equipment and software licenses.
Performed diagnostic testing on PC equipment and ensured printers were up
and running at all times.
Resolved Windows and Internet Explorer issues on desktop and laptop.
Identified and removed
computer viruses and provided major repairs in accordance with outside
vendors.
Performed daily maintenance of internal HYPERLINK
computer systems.
Resolved Windows related issues, Internet Explorer issues and other PC
software related issues.
Monitored and troubleshot LAN, installed and configured routers and
switches, and generated weekly report.
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