Nagalakshmi Bhattacharyya

I have 5+ years of experience in IT field. I have worked as a Customer Support Specialist, Technical Support Specialist, Product Support Specialist and in Incident Management profiles.

I have been certified in ITIL v3 Foundation

I was responsible in providing customer support and technical support for client applications and products via email, chat and phone support. I have interacted with clients for process improvements and enhancements.

Worked as an Incident Coordinator -Experienced in managing both high and critical/priority incidents across the entire incident life -cycle in accordance with availability, resolution and restoration SLA's.

I was involved in producing proactive reports, trending analysis, service level reporting of ITIL best practice.

Technical Skills:
Operating Systems :Troubleshooting knowledge of Windows (XP, Vista and Windows 7)
Hardware : Installation & Trouble-shooting of Printers, Mouse, Keyboard
Networking : Knowledge of LAN, TCP/IP, Wireless, DHCP, DNS
Tools : Tight VNC, RDP, BMC Remedy, Amdocs, Win@pproach, Active Key
Databases : SQL Server 2008, Active Directory
Applications : Outlook, Lotus Notes, Microsoft Office Applications.

I have good verbal and written communication skills, self motivated, confident, adaptive to new challenges, optimistic, have an ability to work under pressure and have good customer convincing skills.