JOTHI MURUGESAN

Tourist club area, Abu Dhabi. Mob: +971-********* addu7t@r.postjobfree.com

PROFESSIONAL SUMMARY

Having 3.7 years’ experience in Application support and technical support.

Communication skills and Analytical Thinking.

Planning and execution.

Familiar with SQL and many other computer programs.

Excel at solving complex problems by identifying the issue and developing

and implementing a solution..

Problem Solving and Decision Making

Strong collaborative skills

SKILLS

Operating systems : Windows,Linux

Database : Oracle 10g/11g

Language : PL/SQL, SQL

SQL server, SQL developer

ORACLE Forms& Reports

Application Support

Technical Support

Customer Service

MS office

Photoshop

WORK HISTORY

Customer service Executive, November 2018 to February 2020

Netzone technical solution, Abu Dhabi - Tourist club area, Abu Dhabi

Resolved customer inquiries via chats and email, consistently exceeding targets.

Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn.

Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management.

Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%.

Made 30+ outbound calls per day to follow up with customers

Application support specialist, January 2017 to August 2017

Zeta-Directi Internet Solutions Pvt.Ltd,Bangalore, India.

Troubleshoot software and applications for all customers to better understand how to help them use the programs efficiently.

Implement improvements to reduce the bugs and common problems had by users.

Resolve Payment related issues, Password issues, Gift coupons issue, Promo code issue, App installation issues, Login issues.

Assist the user to change phone number associated with the application.

Lead teams of five analysts to resolve complex technical issues.

Chat support, November 2015 to December 2016

Concentrix - Bangalore. India

Respond to customers on chat and call.

Performed functions such as data entry, data management and data retrieval.

Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.

Ticketing tool SAP, GSX, GCRM, SEMS, SONAR, BSOP

Established patterns to reoccurring issues and provides input to development teams.

Converse with clients in a polite and professional manner.

Technical support, December 2013 to October 2015

Verture technosys – Bangalore, India

Support Production databases 24 X 7 as per customer SLAs.

Technical support professional offering extensive experience and thorough knowledge of different operating systems, hardware, desktop peripherals.

Experience in installation of Ms-windows and other applications. Installation of Printers/scanners and other devices.

Troubleshooted and resolved application issues escalated from end users.

Used ticketing system to manage and process action taken

Provided on- call support for critical issues.

Database analyst August 2012 to August 2013

SISI IT solution, Nagercoil

Support and maintain the ERP Enterprise Application.

Application Support & Development in Oracle & Database Backup& Recovery

Creating Reports as per user requirements

Creating Oracle Database objects based on the new requirement (Tables, Indexes, views, partitions, constraints, triggers etc.,)

Writing SQL, PL/SQL programs, Packages, Stored procedures, Functions and Triggers to automate the interface processes for daily/incremental loads.

ACADEMIC QUALIFICATION

BCA from Manomaniam Sundaranar University in May 2011 with 70%

Diploma in computer technology from sun institute of technology in April 2004 with 84%.

HSC from Gnana Deepam Matriculation higher secondary school in April 2002 with 78%.

PASSPORT AND VISA DETAILS

Passport Number - P2571438

Visa details - Family Husband visa

PERSONAL INFORMATION

Husband Name : S. Murugesan.

Date of Birth : 25-4-1985

Sex : Female

Marital Status : Married

Nationality : Indian

Address : Al Farah Tower,

Tourist club area, Abu Dhabi.

Languages Known : English & Tamil

ACKNOWLEDGEMENT

I here declare that all statements made in this application are true, complete and correct to the best of knowledge and belief

Place: Abu Dhabi Yours Sincerely

(P.JOTHI)

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