Agalya Kumar
Bengaluru
Summary
A highly adaptable and innovation-oriented NOC Delivery Engineer with a proven track record in analyzing service performance metrics, identifying operational inefficiencies, and implementing data-driven solutions to enhance service quality and delivery timelines. Seeking a challenging career where knowledge and solution-oriented skills can make a meaningful impact. Known for a detail-oriented and meticulous approach, thrives in fast-paced environments, and excels at meeting tight deadlines. Enthusiastic team player ready to collaborate and contribute to the success of the company.
Overview
5
5
years of professional experience
1
1
Certification
Work History
NOC Delivery Engineer
Chargepoint
05.2024 - 08.2024
- Monitored newly installed Charging stations using NOS tool
- Provided Early life support for the station by checking the station's pin status, alarm logs, and historical sessions
- Checked diagnostics and fixed the issues by ran the self test
- Incident management and monitoring the station
- Create SOPs for the process and present the reports to the management
- Perform RCA for the EV stations and find the resolution
- Kept up-to-date knowledge of relevant regulations to verify work complied with legislation
- Identified opportunities for process improvements and led initiatives to enhance operational efficiency
- Analysed the activation logs and enriched the cases using Salesforce
- Prepared Data Chart using the excel sheets.
Service Delivery Analyst
Galax.E Solutions India Pvt Ltd
07.2022 - 04.2024
- Provided technical support and troubleshooting steps to the colleague's service request
- Ensured customer satisfaction through proactive communication and issue resolution
- Worked on tools like Citrix workspace, Okta SSO, Aruba, Meraki, Router issues, ServiceNow ticketing tool, Office 365, VPN, Zscaler, SOW, McAfee Drive Encryption, Active Directory, RSA, Account Management and still more apps
- Co-coordinating with TAC team to resolve the issue if required
- Created detailed reports on customer service performance metrics and analysis which helps to meet SLAs
- Managed high call volume with tact and professionalism
- Performed root cause analysis and implementing corrective actions to minimize downtime
- Collaborated with cross-functional teams to ensure seamless service integration and delivery
- Conducted training sessions for new staff on service delivery best practices and company policies.
Associate - IT Helpdesk
Sutherland Global Services Pvt Ltd
05.2021 - 07.2022
- Provided technical assistance for incoming queries via Insight tool
- Worked on emails and responded to the colleague via outbound calls
- Incident management and problem management
- Ensured all the incident requests were resolved within the AHT
- Worked on McAfee Drive Encryption-Admin recovery and self recovery issues
- Monitored dashboard to ensured SLA should met
- Resolved password reset requests in a timely manner.
Customer Support Administrator
YaClass India Pvt Ltd
10.2020 - 07.2021
- Handled escalated calls from the customers with difficult problems
- Maintained a team of 8, to ensure all the product services with accurate information were provided
- Adhered strictly to company's privacy policy when dealt with customer data
- Coordinated with internal departments to address customer needs and improve service delivery
- Managed customer inquiries via phone, email, and live chat, providing prompt and efficient service
- Developed customer satisfaction surveys and analysed responses to identify areas for improvement.
Customer Support Executive
GFM Private Ltd
01.2020 - 10.2020
- Answered customer queries regarding the products via call as well as chat using freshchat
- Assists customers with product selection, billng, ordering, exchanges and returns via calls/chats
- Identified areas of improvement in processes and suggested changes accordingly.
Education
M.Tech - Renewable Energy -
Gandhigram Rural Institute
01.2023
B.E - Agriculture Engineering -
RVS ETGI
01.2019
HSC - Maths & Biology -
MAM Matric Higher Secondary School
01.2015
Skills
- Technical Analysis
- Change Management
- Incident Management
- Problem Management
- Time Management
- SLM
- Service Level Agreement(SLAs)
- ServiceNow
- Okta SSO
- Genesys
- Insight
- MFA (Multi-Factor Authentication
- Network Troubleshooting
- Communication Management
- IP Addressing
- Skills on DevOps tools
- Case Management
- Application Installation
- Active Directory
- Hardware Troubleshooting
- Documentation, ITIL
- Technical documentation proficiency
- Skilled in VPN, LAN, WAN, TCP/IP Protocols
- Application Support
- Knowledge of TCP, OSI, DNS, DHCP and Network Security
Certification
- Completed courses of AC/DC Station installation and software deployment
- Completed courses on Zscaler, ServiceNow, VPN, RSA, NOC Monitoring tool.
- Completed Security Information Awareness, phishing and bribing courses
Accomplishments
- Enhanced Reporting and Analytics: Created performance reports from self-learning that highlighted key trends and areas for improvement, enabling better decision-making and strategic planning to the TL's.
- Data Integration: Integrated data from multiple sources, creating a unified dataset that improved the quality and comprehensiveness of analysis
- Appreciation: Got best employee certificate and client appreciations via email
Languages
English - Proficient
Tamil - Native
Telugu - Intermediate
Declaration
I (Agalya Kumar) solemnly declare that the above information provided is true to the best of my knowledge and belief.
Timeline
NOC Delivery Engineer
Chargepoint
05.2024 - 08.2024
Service Delivery Analyst
Galax.E Solutions India Pvt Ltd
07.2022 - 04.2024
Associate - IT Helpdesk
Sutherland Global Services Pvt Ltd
05.2021 - 07.2022
Customer Support Administrator
YaClass India Pvt Ltd
10.2020 - 07.2021
Customer Support Executive
GFM Private Ltd
01.2020 - 10.2020
M.Tech - Renewable Energy -
Gandhigram Rural Institute
B.E - Agriculture Engineering -
RVS ETGI
HSC - Maths & Biology -
MAM Matric Higher Secondary School
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