Support Driver

WORK EXPERIENCE

Technical Support Specialist

HCL Technologies LTD (03/2020 – Present) Noida, India

Achievements/Tasks

To provide technical support and resolve incidents

(P1/P2/P3/P4) created by various users using Service Now without a single SLA breach.

End to End ownership of Incident Management, Problem Management and Service Requests with the knowledge of various ITSM and ASM-RTB processes in relation to

Production Life-Cycle.

Troubleshoot Critical production issues related to the servers of the application with the help of Data-Base Servers . SME and Creating KEDB Articles and Documents (Technical Content Writing) for more than 40 CAD & PLM based

applications (e.g.: MATLAB, AutoCAD, Altium, Product Center etc.)

Functional & System Analyst

HCL Technologies LTD (04/2019 - 02/2020) Noida, India Achievements/Tasks

Working as L2 level in Application Support and maintenance. To configure application alerts, monitoring and business transaction dashboards using SPLUNK and AppDynamics.

Monitoring and troubleshooting critical production issues using CMUI, POSTMAN, Elastic Path, etc.

To work with Dev team for the permanent fixes of recurring issues by providing support and fixes till the code/content goes into Production. Basics of C, C++, JAVA, SQL, SQL Developer. Meeting deadlines and Turn-Around-Time without

compromising quality norms and adhering to SLA 100%. Functional Tester

HCL Technologies LTD (11/2017 - 03/2019) Noida, India Achievements/Tasks

Testing of Intel graphics driver & Intel audio driver with Microsoft HLK test suits.

Setup of automation test environment & configuration and Analyzing test results and test failures with 100% pass result. Bios flashing and SOC cleaning on Non-working machine. Package creation & validation.

SKILLS

Microsoft Office

Communication Skills

Team Management

Analytical & Logical Thinking

Technical Support

Log Analysis

Monitoring Tools

PERSONAL PROJECTS

SBD (Stanley Black & Decker) (03/2020 - Present)

Provide technical support to users and take care of the production as well as test servers of the CAD applications.

T-Mobile (04/2019 - 02/2020)

As DevOps, responsible of providing 24 X 7 production support and developing automation utilities to make operations and new device launches easier.

Intel WHQL (11/2017 - 03/2019)

To run a series of automated and manual tests on third-party hardware or software and insure we pass all required tests and submit logs for review. Once the submission passes, we receive a digitally signed certification file

ACHIEVEMENTS

Peer Recognition (08/2019 - 10/2019)

This is a team recognition activity conducted to recognize people for their team player attitude, support and team management qualities. RTB (06/2020)

This training provided the required technical knowledge required for any Technical Support Project. It is an internal HCL Certification. LANGUAGES

Verify and Validate the business requirements on a daily basis. EDUCATION

B.Tech (Electronics & Communication)

Sharda University

08/2012 - 06/2016, Greater Noida, CGPA: 8.25

English

Full Professional Proficiency

INTERESTS

Hindi

Native or Bilingual Proficiency

*******@*****.*** +91-813******* Noida, India linkedin.com/in/aasthaa-bhatnagar-ab0b76118 Travelling, Singing, Dancing, TV Series, Movies

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