Divya Rawat
Noida
Summary
Versatile Project Engineer offers quality assurance, root cause analysis and project management expertise coupled with outstanding multitasking and communication abilities. Polished in observing and monitoring project milestones and interacting with clients to interpret needs. Sound knowledge of design and visualization software.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Senior Specialist
HCL Technologies
Noida
12.2021 - Current
- Leading the RDS team ensuring effective use of resources and proactively monitoring performance and addressing any concerns with the Team members
- Auditing the ticket assigned by the L1 agent and start Working on the open tickets
- Ensuring timely and effective delivery of services within defined SLA
- Handling client escalations, Building dashboards for SLA reporting on metrics
- Working on the L2 ticket and taking the remote via RDP Server where.we used.
- Analyzed customer portfolio by creating reports to review aging balances and collections activities.
- Developed, maintained, and implemented strategic plans for projects.
- Supervised troubleshooting and testing of technology systems to reduce downtimes.
- Solved technical issues by troubleshooting, resolving and documenting service tickets.
- Communicated with customers to resolve past-due balances and documented Accounts Receivable activities.
- Identified needs of customers promptly and efficiently.
- Assisted customers by facilitating product training and demonstrations to improve overall knowledge of features and functions
- Supported technical teams by stepping in to assist with assignments and delivering customer feedback.
- Identified opportunities to enhance specialization resulting in increased efficiency.
Project Engineer
WIPRO TECHNOLOGIES
12.2021 - Current
- 4.5 Years of IT experience in Production Support heading
- Experience with installing, troubleshooting and maintaining data
- Result oriented professional with experience in Customer/ Client Escalation management
- Handling critical applications as a primary and providing 24/7 support
- Interacting with Development and Onsite team to resolve the issues
- Application Availability to ensure that they are kept up to date Infrastructure and Application Development to proactively improve application serviceability, reliability and scalability.
Education
B.Tech - ECE
Uttarkhand Technical university
04.2011
Secondary -
04.2010
Skills
- Microsoft Windows 10/XP/2003/2007/8/81/7
- C, C (Basic)
- SCCM
- Azure Active Directory
- Active Directory
- SharePoint
- Power BI
- Networking concepts
- VPN
- IT Operations
- Service Desk
- Incident management
- People management
- MS-Office
- Windows 11/10/7
Certification
ITIL V4 certified
Personal Information
Title: Senior Specialist
Timeline
Senior Specialist
HCL Technologies
12.2021 - Current
Project Engineer
WIPRO TECHNOLOGIES
12.2021 - Current
B.Tech - ECE
Uttarkhand Technical university
Secondary -
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