Shweta Nema

*** ***** ******

Irvine, CA-*****

Email # adcoks@r.postjobfree.com

Contact Number-505-***-****

Summary

IT professional having 5 years of experience in Information Technology holding Master’s Degree in Soil and Water Engineering.

Having fair troubleshooting skills to solve Infrastructure related issues.

Well versed with ITSM processes and tool.

Good knowledge of SLA reporting for Incident, Request.

ITIL v3 certified

Hard-working achiever, dedicated to on-time delivery, and enthusiastic team player

Technical Skills

OS

Windows

Tool/Software

BMC Remedy-8.0, SAP Client 500 and 400, SAP HR

Other

Selenium IDE, QTP (9.2), Bugzilla, QC and Test Link

Soft Skills

Excellent documentation and interpersonal skills.

Abilities to perform individually as well as in a team. Self motivated and have handled many pressure cooker situations quite well.

Strong Customer focus and good analytical skills.

Good Business Analysis skills, involving requirement analysis, planning,

Have done training and presentations for internal resources as well as to the management.

Professional Profile

Employer : Tata Consultancy Services

Title : Systems Engineer.

Dates of employment : July, 2011 to June, 2014.

Type : Tech. Support and Maintenance

Platform : Window 2007, Window XP

Software : Client Propriety, SAP Client 400,500 and SAP HR.

Role : Team Member

Software : Remedy-8.0

In TML(Tata Motors Ltd)- Log a ticket in remedy by email, troubleshoot and co-ordinate with client and respective team for their resolution. Follow-up with support team for pending incidents/requests, if required, escalates and resolving the issues.

Responsibilities:

Windows AD Password and RSA Secure ID Management.

Active Directory-updating of user profile and reset of password.

Experience in application support i.e. web or client-based applications.

Experience in troubleshooting messaging technologies i.e. Outlook related issue.

Experienced to work on MS Exchange, BMC Remedy and Lotus notes.

Experience in troubleshooting Microsoft Applications i.e. MS Office, Internet Explorer

Local and network printer configuration.

User profile configuration in outlook and handling outlook related issue.

Installation of all standard software.

Experience in remote desktop support.

Troubleshooting and issue resolution with detail documentation.

Taking follow up with support team till resolution of issues within SLA.

Preparing daily, weekly and Monthly reports.

Strong experienced of the client interaction.

Level 1 trouble shooting done for TML intranet application.

SAP request form scanning & saving to central repository file server

Creating users SAP HR Portal ID which is used by users to view their profile

SAP request form scanning & saving to central repository file server

SAP ID unlocking and resetting in SAP 400/500/600 client.

Maintain User SAP HR data in SAP application and inform to user respectively.

Employer : Patni Computer Systems Limited, India

Title : Systems Engineer.

Dates of employment : March, 2007 to till April 2009

Project : EMC CCA (Change Control Automation)

Type : Tech. Support

Platform : SAN and Related

Software : Client Propriety

Role : Team Member

Project 1 : EMC Change Control Automation (Centera)

Employer : Patni Computer Systems Ltd

Type : Support, Maintenance.

Platform : Windows 2000/2003/XP

Software : EMC Proprietary Software (Omega, CPG, CCA-5

and Online IP Subnet Calculator)

Client : EMC Corporation, MA, USA.

Duration : March 2007 to April 2009.

In CCA (Change Control Automation) – Centera I have to approve or reject the technical up gradations on the array after checking all the details and configurations which involved all the OS of Mainframes, Mini and Micro Systems and mostly all the Network OS.

Responsibilities:

1. Supporting Centera storage arrays.

2. Verifying the customers’ configuration for compatibility using EMC Proprietary standards.

3. Suggesting changes in their current configuration for better results.

4. Providing approvals for Centera installation, core-software upgrades, de-installation, Licensing, node addition and similar scenarios.

Project 2 : EMC Change Control Automation (CLARiiON)

Employer : Patni Computer Systems Ltd

Type : Support, Maintenance.

Platform : Windows 2000/2003/XP,

Software : EMC Proprietary Software (Omega, E-Lab, CPG. CCA-5, ESM)

Client : EMC Corporation, MA, USA.

Duration : May 2007 to April 2009

In CCA (Change Control Automation) - CLARiiON I have to approve or reject the technical up gradations on the array after checking all the details and configurations which involved all the OS

Responsibilities:

1.Supporting all FC Series, CX Series CX-3 Series.

2.Requirements and Analysis: Giving Suggestions to Field Engineer for compatibility queries

3.Interacting with the client on various forums to discuss the status of the project, clarify any queries regarding the functionality etc.

4. Providing approvals for array installation, core-software upgrades, and de- installation.

Other Major activities on the Floor:

Guide and coach new Agents on the floor for the CCA Process.

Monitor calls of New and matured Agent’s for Feedback and generate reports. Handle and Monitor Call Queue when required.

Queue Monitoring for L1 Project

1. Project: ORANGE HUMAN RESOURCE MANAGEMENT (OrangeHRM 2.5)

Environment:

Developed by: PHP, MYSQL, and Apache Server.

Operating System independent: Windows XP

Duration: 10 Days,

Description: OrangeHRM is the management tool of HR which is stored and maintains the employee related all information. It has many modules like Admin, PIM, Leave, Benefits, Recruitment, ESS, and Reports. My project was on PIM (Personal Information Module).

PIM maintains all relevant employee related information like personal, professional, educational, skills, languages and license etc. Information captured in this module is utilized by all other modules thus eliminating data redundancy. Records can either be entered manually or imported from a csv file.

Responsibilities (Manual Testing)

Review of SRS (Software requirement Specification)

Writing of Scenarios.

Writing of test cases.

Execution of test eases.

Defect Tracking.

Defect reporting.

Education

1. Master of Technology (M.Tech) in Soil and Water Engineering from Jawaharlal Nehru Krishi Vishwa Vidhyalaya (Jabalpur University) with 82.22% Marks in the year 2005.

2. Bachelor of Technology (B.Tech) in Agricultural Engineering from Jawaharlal Nehru Krishi Vishwa Vidhyalaya (Jabalpur University) with 70.3% Marks in the year 2003.

Trainings

1.Mirror View & SAN Copy Configuration & Management.

2.Diploma in Software Testing from Seed InfoTech with A+ Grade.

3.ICON 1 and ICON 2.

4.One week Training for Linux.

Certifications

1. First paper of MCSA- 70-270 (Attended training with CMS)

2. ITIL@2011 Foundation Certification.

Contact this candidate