SUMATHI VERAN

• Diagnosis of all Incidents and Service Request
• Keep users informed about their Incidents’ status at agreed intervals
• Assign Incident/Service Request, allocating categorization and prioritization codes
• Assign unresolved Incidents to appropriate Tier 2 Support Group
• Determines if an incident needs to be escalated according to priority and severity of the issue.
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
• Escalate Major Incidents to the Incident and/or Problem Manager
• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
• Owns all Incidents and Service Requests throughout the lifecycle

Designing, developing and deploying modular cloud-based systems.

Identifying, analyzing, and resolving infrastructure vulnerabilities and application deployment issues.

Ensuring efficient functioning of data storage and processing functions in accordance with company security policies and best practices in cloud security.

Implement change request for Project team and internal.

Execute script in SQL for user extraction and migration

Receive and handle support tickets and resolve support-related issues for Out-system application.
Performing server sanity check and patching activities for application.
Conduct reviews as specified according to project standards.
Troubleshoot any problems reported before and after implementation of solution.
Ensuring effective front-end and back-end functionality of applications.
Consulting with the software development team, internal users, and clients to improve application performance.
Keeping a record of configuration changes and scheduling application updates.
Documenting processes and monitoring application performance metrics.
Providing front-end support to clients.
Establishing the root causes of application errors, and escalating serious concerns to next level support.
Complete the RCA report for major incidents.

Handle Level 1 / 1.5 problem resolution

Troubleshooting /resolution of event detected within the stipulated time

Handling P1/P2 related

Escalate issues to second level support in accordance to standard operating procedure

Coordinate with Level 2 & 3 engineers, vendors and supplier for resolution

• Provide support to clients both deskside and remotely
• Correct faults and provide resolution of complex problem tickets
• Perform PC and network troubleshooting and upgrades on Windows 10
• Network support and troubleshooting
• Perform network analysis and capacity planning
• Assist in the creation of processes and procedures for client network operations
• Updating the problem reporting system with the root cause, and permanent resolution information
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Providing effective resolution to the problem in accordance with the priority service level
• Installing a permanent fix for the problem

• Respond as a SPOC to requests for technical assistance of internal user and contractors via phone and electronically (email, self-service portal)
• Log issue in a tracking system and escalate to tier 2 support groups, if more specialized assistance is needed
• Prioritization and Queue management
• Identify and escalate situation requiring urgent attention
• Interact with users and co-workers (local & remote) to support identification and resolution of problems
• Work as a point of reference for peers and support them resolving difficult/unknown technical issues
• Mentoring and providing training to Junior Analysts in the team
• Marginal Job Functions
• Contribution to Knowledge Base
• Involvement in team projects and quality
• Engage fully in regular supervision with line manager
• Work independently without direct supervision yet at the same time form part of an effective global team.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Technical support job or as a helpdesk operator, monitoring and maintaining the computer systems as well as the
networks within an organization.
• Record events and problems and their resolution in logs
• Dealing directly with employees who have technical issues such as forgotten passwords, viruses or email issues.
• Installing license software in computer system
• Performing 1st level troubleshooting for all kind of issues
• Handling mobile device support such as MS. Office configuration
• Installing Avaya software in computer system
• Logging customer/employee queries and creates incident ticket.
• Direct unresolved issues to the next level of support personnel
• Determine the best solution based on the issue and details provided by customers
• Install, modify, and repair computer hardware and software.
• Follow up with customers to ensure issue has been resolved.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Run diagnostic programs to resolve problems.

• Handle the customers enquires regarding the bank's products and services professionally
• Advising clients on mortgages and raising loans
• Providing advice on investments and Building relationships with high-net-worth individuals
• Handle all inbound calls bilingually and effectively
• Verifying customer data to detect and identify financial fraud
• Attracted potential customers and answered product and service question from key clients
• Assist customers with online banking, statement and general enquiries
• Handling mortgage loan enquiries and follow up with cm regards to the issue
• Distributed information about function, company policy, banking regulation, procedures by a training and seminar.

• Provide information about flight cancelation and retiming
• Dealing with foreign customer through outbound calls and assisting them by taking live escalation
• Maintain revenue goals by quarter and year to date
• Handles all inquiries [telephone and mail]
• Follow up the high-level cases
• Handle client complaint and provide right solution for each complaint which received from the client
• Background assisting customers in an airline environment to include emergency situations
• Knowledge of airline regulations, safety practices and procedures related to customer service
• Extensive experience in public service, customer communication and problem resolution
• Resolves customer problems accurately, answering inquires clearly, concisely and timely
• Served guests by completing reservations, registration and check out, handling customer service
• Welcomed guests by greeting, answering questions and responding to requests