Customer Service Care

Swathi Krishnaswamy

B.Eng. (Electronics and Communication) - Programmer Analyst

416-***-**** ****************@*****.***

EXECUTIVE PROFILE

Contributed as Programmer Analyst and Business Executive with total

experience of 1 year in activities: Incident management, alerts

monitored, tickets creation, required troubleshooting, call handling,

dual chats, customer service, hardware and networking

Rich hands-on with service now, SCOM 2012, BMC remedy and Woosh

Highly effective as L1 Network Engineer and identified the needful

for change management and problem management

Worked on platforms that require knowledge of Javascript,SQL

queries, c, c++, network, Unix and database administration knowledge

Exposure to all phases of project development including Requirement

Analysis to testing

KEY STRENGTHS

. Proven skills to effectively interface with project engineers,

hardware and software engineers

. Excellent verbal and written communication skills to interact and

deliver presentation to client

. Strong analytical, problem solving skills and a quick learner to

perform engineered calculations

. Active member of video calls with significant contribution in the

process

PROFESSIONAL EXPERIENCE

Programmer Analyst

(2014-2015)

Global Shared Service Center(GSSC)- Lyondell Basell Data Center

Operations

Cognizant Technology Solutions, Bangalore, India

. Monitored and processed SCOM alerts and enterprise computed

environment

. Monitored of servers, backup, storage, network and applications

leveraged Lyondell Basell's tools.

. Worked on technical documentation

. Event Monitored, ticket logged, Level 1 support based on documented

processes and escalation to Level 2 support team

. Ensured the alerts are processed within SLA.

. Completed Validation Steps for Alerts as per the Company

Knowledgebase.

. Notify various supports teams based on the Company knowledgebase.

. Notify/escalate issues with tools and applications to LYONDELLBASELL

team.

. Created and updated documentation related to Level 1 Datacenter

Monitored support.

. Solved network issues that affect the servers

Business Executive (4

months)

British Telecom Wholesale Broadband

Infosys BPO Limited, Bangalore, India

. Performed the network tests and worked on applications such as woosh

which is BT Wholesale tool.

. Effectively handled customers and resolved the challenges with regards

to the broadband connectivity and speed.

. Worked in the Lead to Cash(L2C) department which brings in new

customers to the BT wholesale

. Mainly worked for the Trouble to resolve (T2R) team which deals with

trouble shooting the broadband network, conducted tests like Copper

line test, single line test, rein test.

. Effectively handled calls with good customer care skills and resolved

the issue within the stipulated KPI

. Handled dual chats with the customer and have received appreciation

for effective problem solving and customer care

. Resolved the order related issues such as delay in order, cancellation

of order and change of order and have maintained the SLA

. Worked on copper line circuit and Optical fiber communications

EDUCATIONAL QUALIFICATIONS

. Bachelor of Engineering in Electronics and Communications with First

Class

2013, Vishweshwariah Technological University, India

TECHNICAL SKILLS

. Programmed Languages/Others: C, C++,Java, PL/SQL,DBMS(RDBMS)

. Testing tool exposures : HP QTP

. Web-Based Technologies : Solar winds npm, Scom 2012

. Operated Systems: Windows, Windows Server,Linux

. Simulation Software: Matlab, Eclipse IDE

TRAINING COURSE

Undergone training for manual and Test Automation, topics successfully

completed are as below:

. Sound knowledge in Tested methodologies, Test estimation, Software

Development Life Cycle, Agile methodologies, Software testing life

cycle

. Rich understanding of UI testing, Functional testing, Performance

testing

. White box testing,black box testing and grey box testing

. Good in identifying test scenarios & writing Test cases by applied

Test case Design Techniques

. Test Execution, analyzed the results, Bug reporting and Bug tracking

. RTM document, test case repository, requirement repository

. Database testing

. QTP, Selenium

AWARDS/ACHIEVEMENTS

. Received Best Fresher Award for Q3, 2014 from Global Shared Services

Center at Cognizant Technology Solutions, Bangalore, India

. Received Star Performer Award from British Telecom Wholesale Customer

service for broadband at Infosys, BPO Limited, Bangalore

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