Nagalakshmi Bhattacharyya

NAGALAKSHMI BHATTACHARYYA  28th Street, Global City Taguig City 1631, Rizal Dr, Taguig, Metro Manila - Career Objective To excel my skills and reach the most challenging and rewarding position in the area I choose. To play key role in the organization I am associated with, utilizing my skills, strength and experience for ensuring organization growth and personal. 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. Programming Languages : HTML Certification: ITIL V3 Foundation Certified (Information Technology Infrastructure Library) Educational Qualification B.SC.(IT) from Kuvempu University, 2010 Diploma in Computer Science from Board Of Technical Education, 2007 PUC from BMS College For Women, Bangalore, 2004 SSLC from C.B.Bhandari Jain High School, Bangalore,2002. Summary of Work Experience (Total Experience 5 Years 5 Months) Worked for Tata Consultancy Services, Kolkata as an IT Analyst from Sep 2015 to Aug 2016 Worked for Amadeus Software Labs, Bangalore as System Engineer from Nov 2013 to July 2014 Worked for HP (Hewlett Packard), Bangalore, as Technical Consultant from July 2010 to Oct 2013. Worked for Aditya Birla Minacs, Bangalore, as Associate from Sep 2009 to Apr 2010. Professional Achievements Appreciation from the management for excellent Productivity & Quality. Appreciation for the success of a new project to GO LIVE and Admirable Customer satisfaction. Appreciation for providing new ideas (Creating templates) that reduced the number of incidents logged and also the time to handle it. Responsibilities handled 1. Tata Consultancy Services, Kolkata Worked as an Incident Co-Ordinator -Experienced in managing both high and critical/priority incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs. Always work towards continuous improvement of process and procedures. Produce proactive reports, trending analysis, service level reporting of ITIL best practice. Attended Client calls and meetings with regards to process improvements. To deliver quality services based on technical expertise within the guidelines of ITIL. 2. Amadeus Software Labs. , Bangalore, Product Support: Provide technical and product support for Amadeus products. Undertaking research for the root-causes of Incidents and ensure the enduring elimination of interruptions. Providing temporary solutions (Workarounds) available to Incident Management. Developing final solutions for known errors, similar to Problem Management role. Providing Excel reports and reports using ticketing tools based on the incidents received using different criteria for trend analysis. 3. Hewlett Packard, Bangalore, Responsible for providing Technical Support (IT Helpdesk) based on client applications and products via phone, email and chat. Build rapport with customers and ensure there issues are resolved on a timely manner. Reach the target set on daily basis and document the calls or issues for record purpose. Responsible to ensure Priority1 & Priority2 SLA's are met, managed and monitored effectively Provided recommended improvements based on the review performed on Incidents Updating Front end messages on the IVR for Major outages. Provide updates to the Management of daily outages and Updating Outage forums. Responsible for attending client and management meetings & conference calls as per the need. . 4. Aditya Birla Minacs, Bangalore, Handle customer queries on a daily basis and provide customer support accordingly. Providing web-based customer resolutions and assistance over the phone,email and chat support Provide support for all kind of Windows XP, Windows Vista, Windows 7 issues, Hardware installation, No boot, Support for Virus removal, Support for internet related and networking related issue, Email issues. Receive feedback on customer queries & resolutions provided for process enhancements. Achieve daily targets and maintain the call records for documentation purpose. Additional Skills: Good verbal and written communication skills. Customer convincing skills. Self driven, optimistic, fast learner and adaptive. Ability to work under pressure. Self motivated and good in multi-tasking Personal Profile Name                         : Nagalakshmi Bhattacharyya Father's Name         : Rajshekar.S Date of Birth              : 12th June 1986 Hobbies : Cooking, listening to music, shopping and travelling Sex                                : Female Languages Known : English, Kannada, Hindi & Telugu Nationality                 : Indian Declaration: I hereby declare that all the information provided above is true to the best of my knowledge. Date: ____________________ Place: Nagalakshmi Bhattacharyya