Support Executive

Career Objective

I intend to take up a challenging career where my zeal for Technology and Quality will be showcased and help me work towards the common goals of the company. My interest and insight for technology has urged me to keep myself updated and has shaped me as a more proficient person who has the ability to coordinate with people at different levels and get going the right way with more perfection.

Summary

Support Executive with strong expertise of application support and maintenance projects, banking, ecommerce and gaming. Employ a proactive and participative approach and unique blend of technical, analytical and relationship management skills to implement and resolve simple and complex IT challenges.

Work Experience

Digisource Solutions (Aug 2017– Till Date)

Support Executive:

Handling Support tickets through ticketing portal (osTicket).

On boarding new partners/customers accounts setup and end to end testing using SQL queries.

Created groups, roles, and privileges and assigned them to each user group.

Monitoring daily reports, batch jobs and escalates errors for both transactions and data communication connections to team.

Processing paybacks, wires and settlements.

Monitoring reconciliation reports, monthly reports, and statements.

Provide support to the business during day-to-day activities and ad-hoc requests.

Develop business cases, act as a liaison between business groups and IT and manage and oversee testing of new and updated applications.

Requirements gathering and analysis, getting accurate specifications for application and website projects.

Validate feasibility, consistency, and quality of technical deliverables.

Responsible for application testing and the development of test plans, test case scenarios, and expected outcomes. This includes planning and executing tests with customers, analyzing test results and communicating these effectively and promptly.

Developed installation and integration checklists to assist customers with their implementations of various products.

Analyze production issues to determine root cause and provides fix recommendations to the development team.

Trouble-shooting production incidents requiring detailed analysis of issues on web and desktop applications, batch jobs.

Managing FTP Server (FileZilla) and configuring FTP accounts.

Note interruptions or bugs in operation and carry out mitigation / problem management.

Develop and maintain technical/product support documentations using online documentation platform.(Speca)

Document internal procedures, checklists and user guides.

Managed projects, assigned project leaders and reported project status to senior management.(Devops)

Prepared reports and maintained documents regarding the progress of projects and communicated the same with superiors.

Coordinated and prepared quarterly compliance reports and Auditing.

Prodigital Solutions (Oct 2015– Aug 2017)

Infosec Co-Coordinator/System Trainee:

Creating and follow up leads and organize training, examinations, Information Security / Audit consulting

Responsible to arrange classes and Coordinate students and trainers.

Gathering requirements and advice gap analysis.

Coordinate students examinations and certifications through EC-Council

Taking Escalation Calls.

Website maintenance.

Google analytics, Google ad words creation and maintenance.

Advertising and marketing management.

Troubleshooting email client’s issues.

Inventory Management & keep track of Software and Hardware Inventories.

Networking, LAN & WAN and internet trouble shooting.

Creating and configuring FTP accounts, Domain user accounts, and email accounts.

Professional Qualification and Academics

M.E-VLSI Design, Anna University in 2016

B.E-ECE, Anna University in 2013

XII from Amala Girls Hr. Sec. School in 2009.

SSLC from Govt. Girls High School in 2007.

Computer Literacy & Networking Skills

TECHNICAL SKILLS:

Configuring, Managing and Maintaining Networking Equipment.

Deploying, configuring and upgrading software’s.

Backup Management, Reporting and Recovery

Assembling and Disassembling the computer, Cabling.

Troubleshooting all PCs

Installing firewalls and virus protection and elimination.

MS Excel, MS Power point

Google Analytics, Google Ad words

Azure Devops and Zoho CRM

OS PLATFORMS:

Windows server – Win 2008, 2008 R2, 2012 R2.

Windows clients – win 7, win 8, 8.1 and win 10.

LANGUAGES KNOWN:

C

C++

C#.net

Verilog, VHDL

PERSONAL SKILLS:

Strong verbal and personal communication skills.

Problem analysis, use of judgment and ability to solve problems efficiently.

Decision making, critical thinking, organizing and planning.

Tolerant and flexible to different situations.

Organizational skills and customer service orientation.

Initiator.

Personal Details

Father’s Name: Gopalakrishnan

Date of Birth: 01 JUN 1992

Marital status: Single

Hobby: Surfing Internet & listening Music

Vinothini Gopalakrishnan

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