RESUME

NAME

Dety Ann Jacob

PROFILE SUMMARY

• A Dynamic engineering professional, with 4+ years of experience, accompanied with better communication and analytical skill, engineering knowledge supported by strong academic record.

• Capable of handling deadline pressure of assigned task.

• Working knowledge in preparing proposals for tender submission and preparing quotation templates.

• Experienced in monitoring tools like Solarwinds, Data Center Expert, HP Insight Console, SCOM, SAP Central Process and SAP Logon, Nimsoft, Grafana, SQL Management Studio, TWS, Appdynamics.

• Experienced in L1 and L2 End User Support, Incident Management and Change Management, Vendor Coordination.

• Experienced in ticketing tools like Freshservice and ServiceNow.

• Experienced with Vendor and Client Coordination. EXPERIENCE SUMMARY

• Worked as Senior Analyst – Application Operations at Allianz Technology, Kerala, India from June 2021 to Nov 2021.

• Worked as Bid Engineer at Project Management Technology and Services LLC, Muscat, Sultanate of Oman from Nov 2019 to March 2021.

• Worked as Associate Infrastructure Analyst at UST Global, Trivandrum, Kerala, India from April 2016 till June 2019.

SKILLS

ADDITIONAL SKILLS

• Fluent English-IELTS score 7.5

• Computer Literate (Word, Excel, PowerPoint)

• Worked as voluntarily teacher in school for 2 months. WORK EXPERIENCE

Allianz Technology, Triandrum, Kerala June 2021 – Nov 2021 Role : Senior Analyst – Application Operations

Projects Handled : Echo – France, Belgium, Russia

Responsibilities

Operating Systems Microsoft Windows, Linux

Monitoring Tools

Solarwinds, SCOM, Data Center Expert, HP Insight Console, Nimsoft, Grafana,SAP Central Process and SAP Logon, SQL Management Studio.

Ticketing Tools Service Now

• Performed L2 activities for Echo Project for different regions of Allianz Partners which includes Belgium, Russia and Netherland.

• Was part of the transition phase of the Echo project.

• Prepared Technical document related to the L2 support activities after attending the knowledge transfer from the client.

• Send weekly reports based on the tickets handled.

• Organizing and scheduling meetings.

• Provided sessions on ServiceNow to the team .

• Provided KT to the new members of the team regarding L2 activities.

• Vendor coordination.

• Job Monitoring

• Was part of the initial analysis of the detox activities of application and servers Project Management Technology and Services LLC (PROMATAS) Nov 2019 – March 2021 Muscat, Sultanate of Oman

Designation : Bid Engineer

Responsibilities

• Checking Tender portal and websites for new tenders released

• Preparing techno-commercial proposal templates for submission based on the tender document received.

• Keeping records of upcoming tender submissions, tenders submitted and other records.

• Searching and contacting candidates required for resource provision based tenders.

• Doing vendor registration for different companies.

• Updating details in Axlon ERP System

• Supporting other works as and when required.

UST Global April 2016 – June 2019

Trivandrum, Kerala, India

Designation : Associate Infrastructure Analyst

Projects Handled:

Project 1 : Rite Aid

Rite Aid: Rite Aid is one of the fortune 500 companies spread across United States of America. Rite Aid is a pharmaceutical company with 90,000 employees spread across United States. Responsibilities:

• Service desk/Customer (L1) support for the employees within Rite Aid

• Performing direct interaction with employees of Rite Aid in United states and helping them in various technical services such as Password reset, basic system troubleshooting, I pad login issue etc.

• Provide remote desktop support (using tool bomgar) to various users in Rite Aid pharmacy

• Generate, maintain, and present comprehensive reports to client detailing data and observations; and recommend appropriate courses of action

• Incident management and reporting via the tool Service now.

• Escalating unresolved incident to the concerned team via warm transfer

• Maintain coordination with customers regarding technical matters and developments

• Answered user enquires regarding payroll, computer, email, phone connectivity, software or hardware to resolution or escalated it to corresponding team. Project 2 : Equifax

Equifax: Equifax India is registered as Equifax Credit Information Services Private Limited (ECIS). It is a joint venture between Equifax Inc., USA and seven leading Indian financial institutions. Equifax India aims to provide a broad range of solutions related to credit information, business analytics and risk management services across India.

Responsibilities:

• Change Management and Incident Management

• Incidents are properly logged and routed according to the requirement.

• Generating reports on daily, weekly and monthly basis based on the tickets received.

• Opening Bridge Call if an incident is of high priority

• Creating WebEx meeting session as and when requested by the support team member.

• Ensuring SLA is not breached for any incident tickets

• Follow-up with concerned team for any pending ticket which is in unresolved state.

• Reminding support team for any particular change activity which is planned for a future date.

• Change tickets are raised and assigned to concerned team and follows up with the team until the change is completed.

• Monitoring critical network elements and engaging in proactive network systems monitoring.

• Review and document change plan.

• Authority to implement or reject a change

Project 3: Hermes

Hermes: Hermes is UK’s leading consumer delivery specialist handling more than 250 million parcels each year. Within the UK, Hermes operates a network of over 10,000 couriers and over 4,500 parcel shops. Hermes works with wide range of retailers in UK including Next Directory, Debenhams, and John Lewis etc. Responsibilities:

• Provides L1 Application Support for 14 Applications of Hermes.

• Monitors various critical jobs in Tivoli Workload Scheduler (TWS).

• Will monitor application related alerts and escalate it to the corresponding team.

• Monitors various services of Hermes like myhermes.co.uk, mobility.co.uk CPA PROD etc. in AppDynamics.

• Generates and send hourly reports to client regarding the alerts and issues fixed.

• Provides an initial level support for all issues and/or incidents raised by the Client in relation to the Applications.

• If issues cannot be resolved it will be routed to the next level by L1.

• Fixes various job abends and callouts to next level support team if required. Project 4: Philips

Philips: Philips is a Dutch multinational technology company headquartered in Amsterdam, one of the largest electronics companies in the world, currently focused in the area of healthcare and lighting.

• Monitoring mails for Various Technical issues.

• Creating incidents for various Technical issues in Service now.

• Assign various incident to the concerned team.

• Initiating Critical incident Management in case of P1 issues and following up with concerned Team. Project 5: Sony

Sony:

Sony is a Japanese multinational corporation headquartered in Kōnan, Minato, Tokyo. Its diversified business includes consumer and professional electronics, gaming, entertainment and financial services.

• User Account Management

• Incident Management.

EDUCATION

B.Tech (Electronics and Communication Engineering) from Caarmel Engineering College, Perunad with an aggregate of 60%

--Ranni, Kerala

Completed Plus Two from International Indian School with an aggregate of 75%

--Riyadh, Saudi Arabia

Completed SSLC from International Indian School with an aggregate of 80%

-- Riyadh, Saudi Arabia

PERSONAL DETAILS

Mobile No : 00968 – 91921580 (Oman), 0091 - 949-***-**** (India) Email : adx0ot@r.postjobfree.com

Date of Birth : 11/12/1993

Sex : Female

Nationality : Indian

Languages Known : English, Malayalam, Tamil (Speak) Marital Status : Married

Strengths : Team spirit, analytical ability, urge to learn through experience Passport No. & Exp : T4492221 Exp. 11.02.2029

Address : PO Box-24, PC-114, Muscat, Sultanate of Oman Permanent Address : Vadakkemannil House, Angadi PO,Ranni, Pathanamthitta, Kerala, India

Contact this candidate