Ashwini M S
Senior Cloud infra engineer
Mysuru,KA
Summary
Over 8.3 years of experience in customer support, audit management, and client servicing, with a strong focus on back-end operations and training. Proven ability to manage end-to-end customer service operations, ensuring high service standards and adherence to SLAs. Expertise in monitoring key performance indicators, including CSAT scores and process enhancements, to drive continuous improvement. Strong skills in client needs analysis and solution delivery, complemented by effective team-building and leadership capabilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Cloud Infra Engineer
LTI Mindtree Ltd
Bangalore
06.2021 - Current
- Resolved allocation failure errors for Compute VM deployments through Azure Portal and engaged with L2 team for timely resolutions.
- Validated availability and threshold limits for quota increases using Azure DevOps.
- Achieved optimal FCR and FDR by meeting IR SLA and delivering precise resolutions.
- Provided prompt, world-class responses to enhance customer satisfaction ratings.
- Participated in training and quality calibration calls to address process updates and new issues.
- Conducted daily team meetings to discuss process updates and facilitate knowledge transfer.
- Engaged constantly with clients to strengthen perceptions of MS Azure Capacity.
- Guided new client engagements with Customer Success Team for seamless transitions.
Senior engineer (Lead)
Wipro Infotech
Mysuru
04.2019 - 04.2021
- Managed end-to-end Active Directory management and specific application access requests.
- Handled escalations related to application access with expertise.
- Resolved 100% of incident calls within SLA, ensuring vendor productivity and quality standards.
- Assisted customers in troubleshooting hardware, software, and networking issues.
- Scheduled user appointments for migration and hardware upgrades.
- Documented problems, actions taken, and resolutions in ticket management system.
- Monitored workload and streamlined processes while preparing daily and weekly reports for customers.
Help Desk Co-Ordinator and MIS Report Executive
Wipro Infotech
Mysuru
06.2017 - 04.2019
- Managed Lenovo support for PAN India, creating and assigning incident tickets to engineers.
- Monitored call logs, ensuring timely follow-ups with partners and customers.
- Collaborated with cross-functional teams to resolve issues and close tickets efficiently.
- Coordinated with engineers to meet service level agreements for incident resolution.
- Acted as liaison between partners, customers, and Lenovo to facilitate communication.
- Generated daily performance reports on open and closed calls for partner requirements.
Education
B.E - ECE
VTU University
Chamarajanagar06-2015
PUC - PCMB
Karnataka PUC Board
Mysore05-2011
SSLC -
Karnataka Secondary Education Board
Mysore04-2009
Skills
- Team leadership
- Cloud computing and Azure
- Incident and problem management
- Change management
- Customer support and stakeholder management
- ITIL framework
- Vendor management
- Performance reporting
- Agile methodologies
- Project planning and management
- Process development
Certification
- PMP, Project Management Institute, 3632997
- GenAI for Executives & Business Leaders: An Introduction :4QDOBU7MNDF6
- ITIL_4 Awareness, Eraneos - Powered by Quint
- Business writing, Coursera
- Introduction to Public Speaking, Coursera
- Google Project Management, Google
- Agile Project Management
- Introduction to generative AI, Google
- Scrum Master Capstone - Coursera
- Project management: Foundations and initiation, University of Colorado Boulder, DFPC22FZ6EZ2
- Generative AI overview for project managers, PMI
- Generative AI for everyone, deep learning, UTUJYES26ZZR
Languages
- English
- Kannada
- Hindi
Hobbies and Interests
- Singing
- Listening to music
- Travelling
Disclaimer
I, hereby declare that all the information furnished above is true to the best of my knowledge.
Job Profile Summary - Summary
- Proficiency in efficiently managing end-to-end Customer Service Operations to maintain enhanced service standards for business excellence.
- Expertise in overseeing all key KPIs like Service Levels, Resource Management, Process Enhancements, CSAT Scores, Training & Quality Management, Continuous Improvement, etc.
- Deftness in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to SLAs & work processes.
- Skilled in mapping & analyzing client needs thereby providing them with the best possible solutions.
- A detailed oriented professional with exposure in preparing & submitting management reports.
- A result driven professional with excellent team building, communication, leadership & organizational skills along with abilities in CRM.
Location - Permanent Address
#876/1, Basaveshwara main road, 14th cross, Mysuru, Karnataka, 570004
Timeline
Senior Cloud Infra Engineer
LTI Mindtree Ltd
06.2021 - Current
Senior engineer (Lead)
Wipro Infotech
04.2019 - 04.2021
Help Desk Co-Ordinator and MIS Report Executive
Wipro Infotech
06.2017 - 04.2019
B.E - ECE
VTU University
PUC - PCMB
Karnataka PUC Board
SSLC -
Karnataka Secondary Education Board
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