Work Preference
Summary
Overview
Work History
Education
Skills
ACADEMIC PROJECTS
Personal Information
Accomplishments
INTERESTS
Timeline
AdministrativeAssistant
Garima Shrivastava
Open To Work

Garima Shrivastava

Bangalore

Work Preference

Job Search Status

Open to work

Desired Job Title

Software Analysttechnical escalation specialistTechnical Support EngineerTechnical AnalystSenior Software Analyst

Work Type

Full Time

Location Preference

RemoteHybridOn-Site
Location: Bangalore, IndiaNew Delhi, DLGreater Noida, UPGurgaon, HRPune, MH
Open to relocation: Yes

Important To Me

Career advancementWork-life balanceCompany Culture

Summary

Results-oriented Technical Escalation Specialist with expertise in Cisco networking and issue resolution. Manages high-priority escalations, develops knowledge bases to enhance support efficiency, and collaborates with cross-functional teams for timely resolutions. Navigates complex technical environments while ensuring customer satisfaction and compliance with SLAs.

Overview

5
5
years of professional experience

Work History

Technical Escalation Specialist

Capgemini
Bangalore
01.2024 - Current
  • Supervise high-priority technical escalations in enterprise customer environment, orchestrating technical teams to assess, troubleshoot, and resolve issues within specified SLAs.
  • Functioned as primary liaison between customers, client stakeholders, and technical support teams, ensuring effective communication and prompt updates during incident lifecycle.
  • Examine complex technical problems associated with networking system setups, application performance, connectivity, and infrastructure interdependencies.
  • Assess symptoms, technical insights, and incident history to drive root cause identification and successful resolution.
  • Assist and resolve issues in Windows Server and Linux/Unix environments, encompassing system configuration and operating-system-level challenges.
  • Manage application and web-server environments, addressing challenges associated with Microsoft IIS and server-side setups.
  • Execute, manage, and rectify operational challenges related to inventory agents and connectors in enterprise environments to address infrastructure and software inventory demands.
  • leverage monitoring and ticketing/ITSM tools to monitor incidents, assess issue status, prioritize management tasks, document troubleshooting efforts, and guarantee timely advancement against SLAs.
  • Assess and prioritize concurrent incidents based on severity, customer impact, urgency, and SLA requirements to guarantee that critical issues obtain proper focus.
  • Partner with cross-functional and geographically diverse technical teams to disseminate troubleshooting data, recognized issues, workarounds, and resolution techniques.
  • Recognize persistent problems and convey technical insights to relevant teams to facilitate service improvement and defect analysis
  • Evaluated risks, dependencies, and blockers during implementation of mitigation strategies to lessen customer impact and prevent SLA violations.
  • Operated as key client contact for Cisco, fostering effective communication and support initiatives.

Software Analyst

Capgemini
Gurugram
01.2022 - 01.2024
  • Analyzed and fixed technical problems impacting networking server-side configurations, operating systems, applications, and infrastructure components.
  • Troubleshot system configuration connectivity and application-related issues across Windows Server and Linux/Unix environments.
  • Collaborated with Active Directory and Microsoft 365 concepts while enhancing user access configuration and fulfilling enterprise application needs
  • Diagnosed firewall and port configuration problems hindering application and network connectivity.
  • Managed web/application environments while addressing troubleshooting for Microsoft IIS and server-side application setups.
  • Coordinated deployment and oversight of inventory agents and connectors within enterprise environments.
  • Facilitated inventory and connector components across diverse operating systems and virtualized environments.
  • Leveraged monitoring and ticketing tools to document, oversee, prioritize, and address technical issues through resolution.
  • Delivered customer assistance via phone, email, and chat, gathering technical information, clarifying troubleshooting steps, and articulating resolutions effectively.
  • Employed structured troubleshooting and analytical techniques to identify symptoms, isolate potential causes, and determine suitable corrective actions.
  • Engaged with internal technical teams and subject matter experts to perform detailed examinations of complex issues, facilitating timely and effective resolutions.
  • Ensured compliance with quality standards, support procedures, documentation requirements, and service-level expectations.
  • acquired proficiency in software asset management, enterprise software ecosystems, infrastructure support, and application management workflows.
  • Facilitated technical and application support for end users, identifying issues and implementing tailored technical solutions to improve user experience.

Education

Bachelor of Technology (B. Tech) - Electrical Engineering

Bal Krishna Institute of Technology
Kota, Rajasthan
01-2020

Higher Secondary Education -

Saraswati V M Senior Secondary School
Kota, Rajasthan
01-2016

Skills

  • /Cisco networking
  • System administration
  • Hybrid cloud environmentsation
  • Operating systems
  • Web server support
  • Infrastructure management
  • Network configuration
  • Network security
  • IT management
  • Support tools
  • Issue resolution
  • Analytical skills
  • Collaboration
  • Analytical skills
  • Issue resolution
  • Collaboration

ACADEMIC PROJECTS

  • Cryptography Application, Developed an encryption/decryption application implementing RSA and Caesar Cipher algorithms to demonstrate secure data transmission principles., Applied programming and analytical problem-solving techniques to design, test, and validate encryption/decryption functionality.
  • Short Circuit Detection System, Designed a fault-detection and alert mechanism using relay switches, LED indicators, and buzzers., Focused on system safety, fault identification, and timely alert generation.
  • Electric Bike Prototype, Developed a functional electric bike prototype with emphasis on performance, safety, and practical implementation., Integrated electrical and mechanical components into a working prototype.

Personal Information

Title: Technical Support Specialist | Application Support | Technical Escalation | IT Infrastructure

Accomplishments

  • 1st Rank — Inter-College Photography Competition
  • Recognition in College Debate Competition

INTERESTS

Photography | Sketching | Painting | Singing

Timeline

Technical Escalation Specialist

Capgemini
01.2024 - Current

Software Analyst

Capgemini
01.2022 - 01.2024

Bachelor of Technology (B. Tech) - Electrical Engineering

Bal Krishna Institute of Technology

Higher Secondary Education -

Saraswati V M Senior Secondary School

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Garima Shrivastava