Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Affiliations
Languages
Timeline
Generic

Divya Ramineni

Visakhapatnam

Summary

I am a Technical Support Engineer with 2 yrs of professional experience in customer facing roles working in Application and Production Support Industry. My work focuses on assisting clients and diagnose problems to resolution. I am often recognized for my commitment and ability by highly reputed companies. I handle multiple tasks on a daily basis competently, working well under the pressure. Frequent acknowledgement of my contribution from my Senior Management illustrates my potential value to your company.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Mphasis
Pune
01.2022 - Current
  • Possess strong customer service and communications skills.
  • Monitor tickets assigned to the queue and process first-in first-out based on priority. Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs). Track, route and redirect problems to correct resources.
  • Escalate complex incidents to third-level and Vendor support personnel. Properly escalate unresolved queries to the next level of support.
    Provided training to end users as well as the new hires and documented all the L1 & L2 debugging steps.
  • Maintain SLA's in tickets and Mails. Document newly identified issues which would help the team members for future reference. Login to the queue's and check regularly for updates on emails.
  • Working 24*7 as a Tier 2 Solution Expert to provide Support to customers/clients via phone, web and email. Providing regular updates and quick resolution there by
    decreasing the age of tickets and increasing CSAT.
  • Expert in troubleshooting and debugging issues. Willing to work in any shift/weekends, as per the business needs.
  • Evaluated new technologies in order to recommend solutions that meet customer needs.
  • Managed multiple projects simultaneously as part of the business requirement.
    Provided remote assistance to end-users when needed.
  • Resolved complex technical problems through root cause analysis techniques.
  • Monitored ticketing system queues for incoming requests from customers.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Collaborated with teams to solve technical customer problems across product suites.
  • Contributed to knowledge base by creating and maintaining articles and other technical documents.
  • Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.
  • Maintained positive working relationship with fellow staff and management.
  • Developed training materials and trained users in proper use of the application.

Education

Bachelor of Technology - Computer Science And Engineering

Bhashyam Public School
Visakhapatnam
05-2021

Skills

  • Service Now Ticketing Tool
  • Disaster Recovery Planning
  • Incident Management
  • Application support
  • Troubleshooting using multiple tools (Oracle SQL, Autosys, Rate Manager Application)
  • Customer Relationship Management
  • Technical Support
  • Teamwork and Collaboration
  • Problem-Solving
  • Active listening and oral communication
  • Willingness to explore new technologies
  • Ability to quickly establish good working relationship with clients
  • Provide product knowledge

Accomplishments

· Got appreciation kudos from client for resolving the customer issues on time.

. Appraisal for successful completion of DR Activity with no failures.

. Won Third place in poster presentation on the Li-Fi Technology

· Certificate of appreciation for Tech Talks at Digital Summit’18 in Miracle Software Systems

Certification

Trained on SQL Programming with Oracle in JSPIDERS Institute in the year 2021.

Affiliations

· Learning new things

. Mandala Art Drawing

· Travelling

. Organizing Events & Activities in our Apartment

· Spend time with family

Languages

Telugu
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1

Timeline

Technical Support Engineer

Mphasis
01.2022 - Current

Bachelor of Technology - Computer Science And Engineering

Bhashyam Public School

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Divya Ramineni