Manager Support

JAYA ARUL

Email: ****.****.**@*****.***

US Permanent Resident (Green Card)

Strong Points:

Enthusiastic individual with strong technical knowledge and communication skills to deliver premium support.

Able to work well independently and as part of a team.

Friendly demeanor and attention to details,

Spearheaded the effort to “Go Digital” for almost all paperwork, increasing office effieciency.

Education

Master of Technology in Computer science (M.Tech)

Bachelor of Engineering in Computer science (B.E)

Technical Skills

Support Tools: ServiceNow, HP Server Automation Client, CISCO VManage, ThousandEyes, CAPM, PKI Manager

Testing tools: HP QTP/UFT, HP Quality Center/ ALM, SoapUI, Version one, Microsoft Test Manager, Jira

Operating systems: Win 3.x/95/98, Win NT 4.0,Windows 2000 XP, Windows 10

Microsoft Office tools: Word, Excel, PowerPoint, Outlook, Access, Publisher

Professional Experience

General Electric (Nov 2018 – Dec 2020)

Georgia, USA

Support Engineer

Triage and support customer issues on the ServiceNow platform and related applications and modules

Deliver calm solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction

Launch policies and procedures to improve response time

Prepare and deliver technical presentations and project status reports to customers

Prepare shift schedules for the team

Prepare MOM after weekly team meetings

Take ownership of technical issues, and work with Development group to resolve issues

Evaluate and prioritize customer support cases

Participate in customer meetings for escalated issue to provide faster resolution

Work with leads to prepare KB articles in ServiceNow

Create and maintain training materials

Monitor ServiceNow for incoming priority tickets for outages, and assist in triage and troubleshooting

North American Med Tech Group (NAMDTG) – June 2018 to Nov 2018

Georgia, USA

QA Test Analyst - Manage My Patient (MMP)

Prepare daily/ weekly status reports on Test case execution, defects, RTM etc.

Involve in planning test execution activities, defect reporting and analyzing test metrics.

Validate data in the database using SQL.

File and track the defects and also execute automation test scripts, all using HP Quality Center (ALM).

Create Test Data for QA and UAT.

Follow Agile/Scrum Methodologies for all of the project activities.

Doha Modern Indian School (Feb 2011- Oct 2015)

Doha, Qatar

High School Teacher

Conduct classes for Grade 11 and 12, covering academic course on Java, C++, HTML, XML, DBMS, SQL, Networking

Conduct and coordinate on Robotics Project for school competition

Prepare and upload lesson plans, worksheets, test papers and exam question papers

Create Result analysis using MS Office Suites and conduct teachers review meetings with school Principal

Data Automation - Gather student information for the complete school, automate student personal and academic information by creating school database and portal

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