Namratha Shivarathri

Contact : +1-469-***-****

ad0egn@r.postjobfree.com

Professional Summary

* ***** ** ********** ** Tech Support & ManualTesting.

Accessing the installed application Server’s and changing the Java Parameters, Configuration Settings, and Properties as per the necessity.

Perform verification and validation testing of hardware and software.

Design and Prioritize the Test cases, execute the assigned Test Cases and update the BugZilla bug tracking System.

Resolve the issues which are observed by the client/user in the Application which are related to Mobile applications or UI Application.

Provide client support and technical issue resolution via Desktop Sharing, E-Mail, phone and other electronic medium.

Application monitoring, performance tuning, testing and availability/capacity planning.

Work closely with DBA function to ensure availability and performance essential database services within application infrastructure.

Ability to deploy and support complex 3rd party developed applications.

Configure software to connect to our organization application servers.

Provide training to clients in the use of system and our Developed Software Applications.

Obtain general understanding of OS and application operations related to company offered services.

Identify and correct or advise, on operational issues in client computer systems.

Perform creation of new accounts using company provided software tools as an administrator.

Work with appropriate support providers to analyze root cause and provide a permanent fix or workaround.

Proactive monitoring and management of business critical 24x7 real-time, legacy application, data handling and data delivery infrastructure to identify issues, trends and potential problem areas

Work Experience

Worked as Technical Support representative at INSYNC INFORMATION SYSTEMS (Client: Gates & Intel Corporation) from July 2012 to Dec 2013.

Worked as IT support analyst at HCL Technologies Infra Structure Since Jan 2015 to Aug 2015.

Worked as Services Support Representataive 2A at Unisys since November 2015 to Aug 2019.

Educational Qualifications

Maters (Computer science engineering) 72% from JNTUH UNIVERSITY

B.Tech (IT) with 68% from JNTUH University, Hyderabad.

Technical Skills

Languages : C, C++, Basics of Java, .NET

MS-office : MS-word, MS-Excel, Power point.

Operating System : Windows XP, 98, 2000.

SQL : Basics of SQL commands and queries.

Project Details

Project 1 : GATES

Description: GATES Rubber is a client based out of US which manufactures and exports Hoses for Re-farming, constructions etc at Enterprise level. Each hose will have a RFID tag attached on them for reading their location and status. Each of these hoses are installed in different locations and users will read the RFID tags on each Hose using the Handheld. The data from Handheld is then transferred to the PC using “My Mobiler” or “Everywan” software. Standard Handheld used is MC75A installed at InSync warehouse and is then sent to GATES. InSync is responsible in hosting GATES Sentry Services application to GATES where all the data of the Hoses is stored and fetched from. InSync Technical support is solely responsible in providing Phone/Email support to the users facing issues with this web application or Handheld.

Manual Testing: Testing the Web Application and Handheld Mobile Application for all the new releases and Software Updations and Product based Version releases.

Install, move, add, change activities of the Applications.

Installation of PCs, configuration of peripheral devices, testing Connectivity.

Can involve data, back up and restore.

Writing Test Scripts and Cases for all the functionalities of the application.

Web Application Support: Helping Clients and Customers in processing the work and orders and checking the work orders on the dashboard.

Checking the Mobile Device Configuration and Network Configuration of the client location and help reading the tag of each hose.

Handheld Support: Help Clients and Customers in commissioning, installing, downloading and processing work orders of each Hose on the Handheld Mobile Application.

Helping Clients and Customers in replacing the cab file if any new cab file is provided by GATES.

Helping Clients and Customers in selecting the monthly plan of AT&T for their Handheld.

Providing Maintenance Module to the customers in installing the hoses which are to be replaced.

Updating Documentation as per the Software Updations and releases.

Project 2 : Intel SOMA

Providing Phone/E-mail support to different Channel Suppliers of Intel. Help them in uploading their Sales Out Report every week on the SOMA application designed by InSync.

Help Intel Channel Suppliers in resetting their SOMA accounts and provide support to reset their

passwords in case of login issues.

Providing support to InSync back end team in enhancing the SOMA application design tool for the Channel Suppliers to make it easy for Intel to track the sale records every week and month accordingly.

Providing support to backend team in testing the SOMA (Sales Out Management Application) tool designed by Insync Info Systems.

Generating the record files through the Server with the involvement of Production Environment.

Prepared Training material including slide shows and provided training to all the new hires about the SOMA and its process.

Prepared tracker to maintain a track of uploads every week and send the same tracker to Intel for further processing.

Preparing Google spreadsheet to record all the cases been handled each work week including phone/E-mail and send an end report to Intel as a monthly update.

Perform UI Testing on SOMA application and prepare Test Reports and Test Cases.

Prepare documentation of different project applications being used based on the main product of the project.

Having knowledge about iApp v3.3.1 and v4.0 Edgeware which is the basic product of the company.

Major Assignments:

In InSync- Supporting all the Clients in the process of Installation and Configuration of the Product Application’s and Handheld Applications.

In Google, our department – Content Engineering works on digitization of maps and uses GIS application and extensively for all its maps projects.

The application we work is a Java based application, where it is pre-defined with all the Features

Work Experience

Unisys India Private Limited 16th Nov 2015 – Till date

Job Responsibility & Experience:

Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.

Assign unresolved Incidents to appropriate Tier 2 Support Group.

Log all Incident/Service Request details, allocating categorization and prioritization codes

Keep users informed about their Incidents’ status at agreed intervals.

Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Provide first-line investigation and diagnosis of all Incidents and Service Requests.

Verify resolution with users and resolve Incidents in Service Now tool.

Escalate Major Incidents to the Incident and/or Problem Manager.

Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.

Owns all Incidents and Service Requests throughout the lifecycle

Achievement and Rewards:

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Became the Trainer "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Received several compliments from Users for excellent customer services provided been awarded several times as a top performer for of the month.

Strengths

Attaining set targets and objectives in terms of Quality & performance.

Self motivated professional with excellent inter-personal and communication skills.

Ability to work in-group as well as independently with minimal Supervision.

Communicating and interacting with people and learning new things.

Having strong analytical and problem solving skills.

Quick learner and good at grasping things.

Self Concept

I am a Quick learner, self confident, dedicated to hard work and open minded individual. Apart from this, I am good at organizing events, a good team player and gets well along with others. I take life as it comes and work to the best of my abilities.

Declaration:

I here by declare that all the information furnished above is true to the best of my knowledge.

(Namratha.S)

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