Support Engineer Technical
Resume:
Versatile Professional with * Years of
expertise in Incident Management, Project
Management, Problem Management,
Customer Coordination, Human Resource
Management, Project Delivery, Operations,
Manual Testing and SQL.
CONTACT ME AT
Bengaluru, India
*******@*****.***
CORE COMPETENCIES
Service Delivery Operations
Project Management
Incident Management
Customer coordination
Business Analysis
Escalation Management
Team Leadership
TECHNICAL SKILL-SET
Writing SQL Queries, AWS
Application Support, Jenkins
Scheduler level Support, Manual
Testing
EDUCATION
Bachelors of Business
Administration from SDM College,
PGDHRM from Karnataka State
University
SHAITHYA. V. S
o Senior Technical Support Engineer, Aris Global, Bangalore o Analyst, HR Workforce Management, Wipro Technologies, Bangalore o Quality Coordinator, Incident Coordinator & Support Analyst Wipro Technologies, Bangalore
o Project Coordinator Wipro Infotech
o Application Support Engineer Wipro Infotech, Mysore Work Experience
Senior Technical Support Engineer (MI Division) Aris Global since Oct’2021- Till Now.
Role and responsibilities
• Provided prompt response and resolution for Pharma Application issues concerning Adverse Effects, Product Complaints, and Medical Information, ensuring minimal disruption to operations.
• Applied debugging and troubleshooting techniques, leveraging SQL queries to identify and resolve application issues efficiently.
• Manual testing and debugging in test and development environments to address issues before deployment to production, ensuring system stability.
• Took ownership of technical and operational issues, conducting Root Cause Analysis (RCA) to identify underlying causes and implement effective resolutions.
• Led end-to-end technical resolution of critical incidents requiring multi- party involvement, fostering collaboration and effective communication among stakeholders.
• Facilitated regular customer calls to review ticket statuses and identify opportunities for process improvement, enhancing customer satisfaction and operational efficiency.
• Contributed to the knowledge base and documentation for Application Support enhancements, ensuring continuous improvement in support processes.
• Collaborated with engineering teams to identify product bugs and feature gaps, facilitating timely resolution and enhancement of applications.
• Executed SQL scripts to generate ad hoc reports for customers, ensuring timely delivery of requested information.
• Conducted ad hoc analysis on large and diverse datasets using various tools and techniques, providing valuable insights for decision-making.
• Provided initial level support through AWS and Jenkins during service restart, ensuring smooth operation of services.
Interpersonal Skills
Collaboration
Initiative-taking
Transparent Communication
PERSONAL DETAILS
Address: B402- Sumadhura Pranavam, Near
Hoodi Junction, Graphite India Road,
Whitefield, Bengaluru, India
Languages Known: English, Hindi, Malayalam,
Tamil and Kannada
Analyst Work Force Management Team GIS (Global Infrastructure Division) Wipro Dec’12-Aug’14
• Utilized Synergy Workforce Management tool to efficiently update and maintain employee records, ensuring accuracy and compliance with company policies.
• Monitored bench status and facilitated timely placement of internal resources, optimizing workforce utilization and reducing downtime.
• Ensured prompt billing of internal resources, enhancing financial efficiency and revenue generation.
• Collaborated closely with the delivery team to formulate clear, timely, and business-focused staffing strategies, plans, and programs, showcasing strong business acumen and leadership skills.
• Maintained open communication channels with the Talent Acquisition team regarding external recruitment needs and with the HR team regarding new policies and resource issues, fostering alignment and synergy across departments.
• Coordinated with delivery teams to accurately assess resource requirements, facilitating effective resource allocation and project planning.
• Oversaw and managed the Synergy Workforce Management tool for forecasting and scheduling purposes, enabling efficient resource planning and allocation.
• Managed resource allocation across projects, taking into account employee aspirations, skill matching, and smooth project transitions, ensuring optimal utilization of human capital.
• Facilitated location transfers and visa coordination for both onshore and offshore employees, ensuring compliance with legal and regulatory requirements.
Quality coordinator for XOSERVE Project in Wipro
• Ensured adherence to quality standards, process compliance, and effective records management and maintenance, promoting operational excellence and regulatory compliance.
• Provided backup support to Project Managers during both internal and external audits, ensuring smooth audit processes and compliance with audit requirements.
• Prepared monthly and quarterly Xoserve reports and service delivery reports, providing accurate and timely information to stakeholders and supporting decision-making processes.
• Championed the usage of best practices, driving continuous improvement initiatives and enhancing operational efficiency.
• Planned and scheduled review sessions in advance, aligning with project plans and sharing schedules with project teams, facilitating effective project management and coordination.
Application Support Analyst for SHELL in Wipro Technologies
• Provided end-user support for Interaction Management, Incident Management, Problem Management, and Change Management via email, phone, or Net Meeting.
• Investigated and resolved user-reported issues within SLA guidelines, maintaining high levels of customer satisfaction.
• Coordinated and escalated high-priority issues to relevant higher-level teams for expedited resolution.
• Proactively addressed issues to enhance customer satisfaction and reduce ticket response and resolution times.
• Achieved 100% resolution of incidents, service requests, and project activities, ensuring efficient service delivery.
• Designated as the process Single Point of Contact (SPOC) for the team, ensuring ticket quality and adherence to standards.
• Provided extended support to CCS team for handling change management related tickets, recognized and appreciated by support leads.
Application Support Engineer Wipro Infotech Jun’ 07- Jan’10.
• Managed team as Single Point of Contact (SPOC) for Maruti Udyog.
• Ensured SLA compliance and maintained reports.
• Escalated SLA/Customer issues to Service Delivery Head Identified risks and areas for improvement to enhance operational efficiency.
• Ensured knowledge continuity for customer accounts by maintaining up- to-date records.
• Created and maintained a comprehensive knowledge base for customers.
• Resolved queries spanning Pre-Sales, Sales, Service, Spares, and Finance departments.
• Tracked and evaluated escalated incidents nationwide for effective management.
• Analyzed root causes of escalated incidents and collaborated with technical teams for resolution.
• Processed reports from the call management system and gathered customer feedback to assess SLA adherence.
• Escalated unresolved incidents according to internal/external escalation protocols.
• Implemented service improvement plans through customer education initiatives.
• Generated and reviewed customer satisfaction surveys with management.
• Contributed to the CRM team by capturing new customer requirements.
• Successfully managed the Maruti Udyog Dongle implementation project for all India locations as a Project Coordinator.
Project Coordinator Wipro Infotech Jan’10- Dec’12
• Collaborate with Project Managers to ensure efficient project tracking, including maintaining project plans, action and decision trackers, and monitoring Risks, Assumptions, and Issues.
• Assist in project portfolio prioritization and the intake process for new projects.
• Manage project risks and resources to ensure successful project delivery.
• Support PMO management in driving continual process improvement initiatives related to PMO deliverables.
Contact this candidate