Support Representative Service Technician

Sheeba Srinidhi Nakka

Personal Information

Telephone/Mobile No's: 828-***-****.

E-mail ID: ******.********@*****.***

Summary

Professional with both creative and production experience. Seeking opportunities to help clients facilitate development needs. Excellent interpersonal and communication skills have worked with a diverse range of clientele and enjoys collaborating with peers on the creative process.

Carrier Objective:

“Seeking a challenging professional environment where I can widen my purview & accouter myself with latest technical development benefiting the organization to the best of my abilities.”.

Strengths:

Team player with excellent analytical, presentation, communication, organizational and inter personal skills

Efficient with Time Management

Grasping new technologies quickly.

Positive approach in any kind of work

Self-motivator and quick learner

Educational Qualifications:

Graduation Third Year in BA from B.R. Ambedkar University Hyderabad.

Intermediate from Sri Srinivasa Junior College, Hyderabad in the year March 2005

SSC from Puja Public School, Hyderabad in the year March 2003

Work Experience:

Past Experience:

I)

Organization: UNISYS (India) Pvt.Ltd, Gachibowli.Hyderabad.

Duration: January 07th 2010

Designation: Service Support Representative

Client: Microsoft

Job Responsibility:

Working on High Priority mails that have critical time frame and passing it to the concerned department for further action to achieve the SLA.

Creating the SRMS Tickets, MSE Tickets for the Onsite Hardware Service for the Clients with the Information provided by the HST.

Routing the created SRMS Tickets based upon the requirements to the Parts Ordering Action Center to order the necessary parts.

Routing the created SRMS Tickets to the HST as per the Branch and Territory for the Onsite Support.

Dispatching the created SRMS Tickets with the complete information to the HST regarding the service requirement through E-mail and Phone support keeping the Service Level Agreement (SLA) in consideration and always trying and meeting the SLA time.

Notifying the Client about the Onsite Service Technician arrival for the Onsite Support and there quires.

Attending Conference calls with the SDC’s or the Part Ordering Team, Vendor.

Notifying and keeping updated the HST about the parts ordered updated status and the expected Estimated Arrival Time (ETA) and the likely promise dates.

Monitoring the Microsoft queue that includes Microsoft Escalation queue, Microsoft E-Serve Notification queue and the Microsoft Part-order queue.

Managing and preparing Agents Reports and Trackers on everyday bases.

Preparing the consolidated Agents trackers and updating the same to the Managers and the Team-Leads and ensuring the smooth functioning of the Shift across the process.

Updating process documents and coordinating with the technical writing team to update the same on the share drive which is accessible to all the Team members.

Training new Hires.

II)

Organization : Deloitte. November 2014-May 2016

Pay Roll On : Resource Square Solutions (P) Ltd.

Designation : Working as US Talent Acquisition

Process : Direct Clients for Federal Requirements

Roles and Responsibilities:

Exceeded client recruitment goals and timeframes by maintaining consultative, strategic partnerships with Directors and Hiring Managers to understand their talent acquisition needs to fulfill business objectives.

Performed Federal US Sourcing & screening of candidates from various active online job portals (Monster, Dice, Career Builder and Deloitte Recruitment Management System RMS (Taleo) Mining),

Sourcing candidates based upon Federal US client requirements for IT requisitions understand the client's requirements received from the Federal US clients.

Well versed with Deloitte Recruitment Management System RMS (Taleo) and Sales force databases (SME).

Responsible for recruitment of Software consultants across the globe with different technologies at different roles and levels with primary focus on Federal US requirements

Maintaining database of all applicants for respective skill-sets, proper documentation of their details and providing timely status to the management.

Analyzing job requirements and developing recruiting plans using innovative strategies to attract high caliber talent.

Doing the first level of the technical screening of the consultants before submitting them for the Clients.

Source candidates to ensure that their skills and experience are directly in line with the clients’ needs and expectations.

Closing positions within SLA

Conducting conference meetings every week and even whenever required.

Shortlisting candidates who applied from Deloitte Recruitment Management System RMS (Taleo) Job postings site and mapping them to the respective requisition list and sharing to the clients.

Active participation in US Federal clients Calls on weekly basics.

Work extensively with MS Office tools like Word, Excel, and Outlook.

Maintained daily /weekly Utilization reports of Self using Excel and submit them on a weekly basis.

Have built a strong rapport with the Business, Candidates, and all levels of Hiring Managers within the corporate environment.

Strictly adhere to the process and timelines set for the recruiting/hiring process.

100% compliance on all HR/Practice/Organization related policies and procedures.

Maintain quality consistently on all the processes.

Understand the business needs and timely deliverables of resources.

Active participation in Business Calls for staffing to ensure quick closure of open positions.

Organize mass recruitment drives.

Gathering, maintain and provide accurate data, reports and analysis.

Coordinate with all the other team members internally and with other groups within Recruiting Services to drive for quality and SLA's on all deliverables.

Pension Administration Team (Finance) May 2016 – Sept 2017 (DELOITTE)

Pension Administration and Retirement Benefit calculations

Defined Benefit Plan Administration

Executive Level Reporting

Solely responsible for Creating Retirement packages

Creating SharePoint site when transitioned from Eroom.

Applications worked - SAP / SuRPAS

Current Experience:

HR & Operations Lead Team Unity Foods LLP (Nov 2017 – Mar 2020)

Developing targeted outreach recruitment programs to recruit the best talent and meet all departmental hiring requirements.

Hired, trained, and on-boarded over 150 new employees, providing initial support that expedited staff assimilation.

Implement effective HR policies to ensure all practices are in compliance with labor and employment regulations.

Managing 8 different stores in Hyderabad under the brand name of “Hyderabadi Chai Adda”.

Brand Promotion and Marketing through advertisements and sponsorships.

Negotiating revenue sharing models with partners.

End to End Vendor management to ensure smooth inflow of supplies.

Periodical audit of stores to ensure proper compliance.

Executive level reporting of day to day operational details and periodical audit findings.

Leisure Pursuit: I consider myself a book worm and love reading apart from enjoying good music during my down time.

References to be provided upon request

The information provided under the above resume is true to the best of my knowledge

(Sheeba Srinidhi Nakka)

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