Vishalakshi Nanjundan

adrv7q@r.postjobfree.com +1-408-***-****

Summary

Senior Analyst with extensive experience in delivering proven results through management of technical operations and project, within time and budget constraints.

A strong project management leader with relationship building talents, gifted to assess business processes and inefficiencies and adept at identifying problem areas and guiding staff in the collaborative implementation of corrective actions, I also identify project needs to drive process improvements and bottom-line gains. A great team player works with the operations team with urgent configuration needs and remote troubleshooting. Create, set up system configurations for testing, developing, and pre-release programs. Experience

Senior Analyst

HCL Technologies

Jun 2014 - Apr 2015 (11 months)

Updated software versions with patches and new installations to close security loopholes and protect users

Developed robust online knowledge base for support staff to reference when responding to requests for assistance.

Removed malware and viruses from laptops and desktop systems using specialized software Observed system functioning and entered commands m test different areas of operations Configured new employees workstation consist of hardware, software and peripheral devices Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating network

Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions

Provided senior technical support to both in-house staff and user departments For network applications Responded to assistance requests from users and directed individuals through basic troubleshooting tasks

Replied to customer queries via email. messaging systems and support ticket platforms Provided support via remote desktop software. diagnosing customer issues over private and public networks.

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Technical Support Specialist

IBM

Dec 2012 - Jun 2014 (1 year 7 months)

Assisted customers with various types of technical issues via email, live chat and telephone Delivered local and remote IT support for hardware and software to new hires Worked with internal teams to deriver accurate information to customers and service accounts Documented customer complaints and inquiries for technical documentation and bug tracking Demonstrated advanced product knowledge to solve customer issues Troubleshot hardware issues and worked with service providers to facilitate repairs for end users Resolved record-breaking backlog of support tickets following major system malfunction Increased technical knowledge by reading trade publications, operating manuals and diagnostics information

Handled customer service issues by providing guidance or escalating for advanced support Education

Dayananda Sagar College of Engineering, BANGALORE

Bachelor's degree, Computer and Information Sciences and Support Services 2009 - 2012

Skills

Systems Analysis • Business Analysis • Technical Support • Software System Analysis • Software Documentation • Technical Documentation • Technical Analysis • Customer Relationship Management

(CRM) • IT Service Management • IT Operations

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