Shruti Mahajan

Current Address: Mohaisnah-*, Hyatt Staff Accommodation,

Sahari Village, Ras Al Khor,

Dubai – UAE.

Mobile: +971-********* +971-*********

Email: adpbfm@r.postjobfree.com; Date of Birth: 15th August, 1989 I am submitting herewith my resume for your perusal consideration for the post of technical operations in your organization.

A systematic, organized, hardworking and dedicated team player with an analytical bent of mind with excellent academic credentials. I have done Btech (Electronics and communication) from Institute of Engineering and Technology, Bhaddal. I have worked as Operation’s Representative at RakBank in Trade Finance Export- Import Collection from 9 Sep 2018 till 31 Aug 2020. I have worked as Software Engineer - Technical Operations (L2) from 29th May, 2017 to 22nd June 2018 with RateGain Technologies Domain: Hospitality, I have also worked as a Global Technical Customer Support Analyst with Prometric Testing Pvt. Ltd. I am well versed in interacting with clients situated globally over calls, chats, and emails.

A hard working & talented individual with sound knowledge in the field of backend and frontend Operations, seeking a challenging job that would synergize my skills and knowledge with the objectives of the organization. A responsible, reliable and committed worker, give my best both as a part of a team and working independently.

Dedicated and focused individual, determined to add value to the organization I work for, through my exceptional knowledge and learning ability. Possess well developed communication skills with reputation of unwavering accuracy, credibility and integrity. The above credentials along with my enclosed resume make me ideally suitable for a position in your organization. I would appreciate an opportunity for a personal interview. Thanking you.

Yours Sincerely

Shruti Mahajan

Shruti Mahajan

Email id:- adpbfm@r.postjobfree.com

Objective: To Grow Professionally by learning From the Organization and giving my best. SYNOPSIS

● Past experience on SaaS based company. Diligent and resourceful professional with excellent analytical and communication skill.

● B.Tech with total 9 years’ experience.

● Technical competence in MS Office with knowledge of Internet resources and online database

● Experience in working with multiple vendors and geographically distributed team. Professional Experience (Years & months)

● Past: (From: 9 Sep 2018 to 31 Aug 2020)

● Organization: RakBank Dubai

● Designation: Operations Representative in Trade Finance PRINCIPAL RESPONSIBILITIES AND ACCOUNTABILITIES

● Documenting Export collection and Import collection.

● Executing Export and Import Payments.

● Processing Advising and amendments for Letter of Credit.

● Processing Specialist processes complex information related to Trade transactions using structured procedures and offers preliminary analysis. Acts as a technical point of reference within the delegated authority level and the role therefore requires both technical and process know-how, knowledge of complex practices and procedures and adequate problem-solving skills.

● Document Credits and Collections and the Guarantees. Resolves routine problems related to the regular transaction’s tasks through interfacing with both internal and external parties also provides technical supervision and guidance to others within the section to ensure efficiency and accuracy.

● Process trade finance transactions by applying up-to-date knowledge of procedures and practices relevant to own area of work in order to ensure accurate work completion and compliance.

● Ensures that all processing services are executed accurately and timely in order to deliver service to customers (internal external) as per stipulated standards.

● Achieve highest level of Accuracy while delivering services to customers has to contact Customer, CBU Branches for additional information approvals.

● Adheres to compliance and control policies procedures when performing tasks to ensure there is no violation of various internal guidelines, policies, or sanctions regulations.

● Address and resolve day-to-day problems and queries raised by internal external customers in order to achieve timely and satisfactory outcome.

Past: (29 May 2017 to 22nd June 2018)

● Organization: RateGain Pvt. Ltd.

● Designation: Software Engineer - Tech Ops (L2)

PRINCIPAL RESPONSIBILITIES AND ACCOUNTABILITIES

● Monitoring of process alerts and work over them as per defined process and criticality level

● Queue Management, working over level 2 issues and provide resolution within defined TAT as per priority classes.

● To Perform Data Quality checks and maintain the SLA over tickets/task assigned in queue

● To Perform written and verbal communication with other counterparts like Account management, Eng. and product development Teams in order to fix L2 issues

● To achieve the desired productivity with 100% Accuracy like resolution of 15 -20 issues in a day

● Hands on over SQL to run and create various queries in order to data fetching and modification

● Working over Ticketing and monitoring tool like Salesforce, JIRA and Nagios to maintain the status of a tasks

● Working on Citrix Xenserver and XenDesktop and XenApp.

● To prepare daily productivity reports and send it to shift in charge Past: (17 August 2015 to 13 January 2017)

● Organization: Prometric Testing Pvt. Ltd.

● Designation: System Analyst and in Global site readiness team PRINCIPAL RESPONSIBILITIES AND ACCOUNTABILITIES

● Support the clients & provide resolution of procedural, process, information and technical problems for requests from testing center administrators submitted by Inbound Calls, email, chat.

● Multitask and support customers on more than one channel, call & chat at the same time.

● Document & provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Incident Management tool.

● Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Help Desk metrics.

● Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the windows XP & Win 7 platform based Prometric Applications.

● Act as advocates for the testing center administrators to ensure their needs and concerns are addressed and/or escalated.

● Follow established procedures for call and chat referral, escalation and problem resolution with Level 2 Engineers globally.

● Work with different Site / Onshore engineers to support

● Regular Follow-up with customer and different resolver groups or teams to work towards resolution of open tickets.

● Work cooperatively with other team members – including those in other regions.

● Recommend changes or additions to existing procedures that will improve the overall effective operation of the Global Help Desk support model.

● Perform other duties as assigned.

● Working knowledge into Active Directory preferred

● Logical bent of mind to isolate the root cause of the technical issues.

● Proficiency in Remote Desktop troubleshooting, router & LAN troubleshooting

● Learn new skills and demonstrate high levels of proficiency with new technologies, tools and procedures as required.

● Process Trainer: Providing technical training of all different channels. Voice and accent trainer.

● Providing support to exams like TOEFL, GRE, MCAT, etc. at Domestic and International sites.

● Part of a global support team responsible for over 1000 Windows Server 2008 over call and email.

● Working on AD, DNS and DHCP on Windows Server 2008.

● Working Cisco Webex Tool to take remote of servers and workstations.

● Working remotely and installed physically and virtual workstations.

● Basic knowledge and understanding of Unix and SQL server.

● Taking care of day end reporting and score card analysis for the team. Past: (May 2012 to May 2015)

● Organization: Pioneer Mega Printers.

● Designation: Operations Executive

PRINCIPAL RESPONSIBILITIES AND ACCOUNTABILITIES

● Responsible for Quality check of Material.

● Attending inbound calls of Demand and Supply.

● Responsible for the preparation EXIM documents.

● Responsible for the collection of Trade Payments.

● Handling internal external customers in order to achieve timely and satisfactory outcome. Academic Background

● B.Tech. in Electronics & Communication Engineering from Institute of Engineering & Technology (IET), Bhaddal (Punjab) affiliated to Punjab Technical University with 74% marks in the year 2012.

Projects:

● B.Tech :- 7

th

semester, Robotic metal detector using metal detector sensor.

● Made Mobile phone charger in 2 months training in B.Tech first year.

● Made fastest finger press quiz buzzer in 2 months training in B.Tech first year Computer Proficiency

● Languages: C, C++, MATLAB, AUTOCAD.

● Operating system: WINDOWS XP, VISTA, 07, 08.

● Knowledge of Microsoft products like Word, Excel, PowerPoint, Outlook. Administrative

● Two Projects in Prometric Testing Pvt. Ltd,

1. Created News Channel N4N for the company.

2. Providing RCA for weekly work done by the whole team. Personal Information

● Name: Shruti

● Date of Birth: 15/08/1989

● Permanent Address: F13/661, Nehru colony Majitha road, near baba meer shah dargah, Amritsar. PIN:143001

● Nationality: Indian

● Marital Status: Married

● Gender: Female

● Visa- Resident Visa

DECLARATION

I hereby declare that all information is best and true of my knowledge. Shruti

Contact this candidate