Profile
Business Analyst offers 3 years in the IT industry. Expert on process and systems requirements, training, process improvement, knowledge management, quality, PMO and people management.
Career Summary
• Company Name: Capgemini Consulting India PVT LTD.
• Current Designation: Software Engineer
• Experience: May 2012 – Present
• Current Roles and Responsibilities:
Logging incidents and service requests, containing all necessary information, received via phone and email.
Addressing user issues correctly according to SLA standards and assigning them to appropriate resolving team when necessary.
Knowledge of request models, especially knowledge of details required for providing accurate solution of user’s problem.
Basic diagnose and troubleshooting of incidents issues when possible more advanced to resolve reported case.
Providing First Time Fixes to the user, and closing the ticket in this case.
Resolving as many incidents as possible on initial contact according to agreed SLA and processes for dedicated Customer and confirming fact that issue is fixed with users(FTF and FLR).
Following-up on users chase calls; Monitoring own and absent colleagues queue in Remedy.
Consulting high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.
Accurate and timely hand off to other resolving teams.
Meeting or exceeding the level of service when responding to all incoming incidents.
Identification of recurring and related incidents and ability to co-relate for a potential bigger problem or seeding indicators for a bigger issue.
Have knowledge and experience in incident and knowledge management;
Designing project reports;
Creating presentations for training
Provide process training to the new joinees;
Data auditing
Done project transitions
Managing team
Qualifications
DEGREE/CERTIFICATE SCHOOL/COLLEGE YEAR BOARD/UNIVERSITY DIVISION
Secondary Khanpur Girls’ High School 2006 West Bengal 1st
Higher Secondary Khanpur Girls’ High School 2008 West Bengal 2nd
Graduation (Distance ) Kuvempu University 2011 UG 1st
Diploma in Software Engineering NIIT 2011 NIIT 1st
PROFESSIONAL QUALIFICATIONS:
1) ITIL V3 Certified
COMPUTER PROFICIENCY:
1) MS Office 2007(Prof Exp.)
2) HTML, CSS, Java Script
3) SQL Server 2005
4) .Net Framework 2.0
5) ITSM (Prof Exp.)
6) BMC Remedy (Prof Exp.)
