Vijay Vignesh S

United Kingdom +**(*) 777-***-**** adzdet@r.postjobfree.com

Qualification Highlights

Dedicated and personable customer support professional with 3 Years of experience in assisting customers and resolving issues. Adept at utilizing effective communication and problem-solving skills to ensure customer satisfaction.

Ready to work in a challenging environment and open to learn new technologies if my role requires me to do so.

Career Progression

FreshWorks, Business Analyst/Product Specialist (NOV’22 – JULY’23)

• Collaborated with client to gather and analyze business requirements for FreshService ITSM implementation projects.

• Facilitated workshops and meetings with stakeholders to define project scope, objectives, and deliverables.

• Conducted thorough assessments of current IT processes and workflows to identify areas for improvement.

• Worked closely with technical teams to translate business needs into functional specifications and technical requirements.

• Assisted in the configuration and customization of FreshService Incident, change, problem, Asset and service request modules to align with business requirements.

• Provided end-user training and support during the transition phase to ensure smooth adoption of the new ITSM platform.

• Integrated Freshservice with third party system such as Azure AD, JIRA, Microsoft Intune etc, as per clients requirements.

• Diligently offered Level 1 support to client and end-users through the utilization of Ticketing System, interactive Chat, and proficiently managed Calls to resolved issues within Agreed SLA.

• Documented project requirements, user stories, and process flows for future reference and knowledge sharing.

Virtusa Consulting Service, Customer Success Representative/App Support Engineer ( JUN'20- NOV'22)

• Responsible for capturing business requirements in the form of user stories, ensuring clear communication and alignment with project goals.

• Performed data analysis to provide detailed requirements for developers, facilitating efficient configuration and customization.

• Conducted comprehensive testing of configured functionalities end-to-end, verifying successful development outcomes.

• Delivered 'Early Life Support,' effectively providing Service Management and provided level 1 support for On-premises linux servers.

• Deep Knowledge in Concepts like ITIL,ITSM, ITOM and Asset Management.

• Collaborated with stakeholders at all levels, ensuring effective communication and resolution of conflicts.

• Acted as SME for the reporting, Incident,problem and change management modules. Professional Credentials ITIL Foundation (udemy), ServiceNow ITSM, CSM. Technical Skills

Microsoft Excel, Microsoft Word, Microsoft Powerpoint, ERP software. Non- Technical Skills:

- Excellent verbal and written communication skills

- Strong problem-solving and troubleshooting abilities

- Empathetic and patient customer interaction

- Proficient in CRM software and helpdesk ticketing systems

- Adaptability in a fast-paced and dynamic environment

- Attention to detail and accuracy

- Team collaboration and cross-functional communication. Education

Engineering from Sri Eshwar College Of Engineering, Anna University, 202