Harini Elangovan
Senior Systems Engineer
Chennai
Summary
Dynamic IT professional with over three years of experience in Service Desk support and Configuration Management Database (CMDB) administration using ServiceNow. Adept at troubleshooting, IT asset management, and maintaining data integrity. Proven success in reducing inventory discrepancies by 20% and streamlining IT operations to enhance efficiency and service quality.
Overview
3
3
years of professional experience
Work History
Senior Systems Engineer
Cognizant Technologies Solutions
Chennai
08.2023 - Current
- Managed Laptop Refresh 2024 for Savvas(Client): Spearheaded the laptop refresh project, automating the process of tracking new devices. This resulted in a 20% increase in efficiency.
- CMDB Management: Responsible for adding new laptop serial numbers to the ServiceNow CMDB by creating accurate records in both development and production environments. Ensured all entries were properly documented and aligned with organizational standards.
- Cross-Team Collaboration: Played a major role in enhancing collaboration between the l1 and l1.5 teams by conducting comprehensive knowledge transfer(KT) sessions for the entire team. This initiative improved team capabilities, reduced resolution times, and ensured consistent service delivery across support levels.
- Managed and optimized CMDB within ServiceNow, ensuring accurate and up-to-date records for over 4000 IT assets.
- Reduced inventory discrepancies by 20% through the implementation of rigorous tracking and documentation processes.
- Led training sessions for new staff on CMDB procedures, improving team efficiency by 25%.
- Spearheaded annual inventory audits, reconciling physical inventory with CMDB data and implementing process improvements.
Systems Engineer
Cognizant Technologies Solutions
Chennai
08.2021 - 08.2023
- Provided first-level technical support to over 300 users, achieving a 95% first-call resolution rate for hardware, software, and network issues.
- Contributed towards continuous improvement initiatives aimed at streamlining internal processes and enhancing overall service delivery quality. Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Knowledge Base Management: Authored numerous KB articles that streamlined troubleshooting processes and enhanced knowledge sharing across teams. These contributions were highly appreciated by clients and directly contributed to a 30% increase in customer satisfaction (CSAT) Scores.
- Provided remote support for end-users, using remote desktop tools to diagnose and resolve issues efficiently.
- Assisted in resolving a wide range of technical issues, from software installations to network troubleshooting, resulting in consistently high user satisfaction.
Education
Master of Computer Applications - Computer And Information Sciences
Anna University
Chennai, IN 01.2021 - 2023.04
Bachelor of Computer Applications - Computer And Information Sciences
Guru Shree Shanthivijay Jain College
Chennai, IN 06.2017 - 2020.04
Skills
Technical Expertise: Service Now CMDB Administration, IT Asset Management, Remote Desktop Support
Timeline
Senior Systems Engineer
Cognizant Technologies Solutions
08.2023 - Current
Systems Engineer
Cognizant Technologies Solutions
08.2021 - 08.2023
Master of Computer Applications - Computer And Information Sciences
Anna University
01.2021 - 2023.04
Bachelor of Computer Applications - Computer And Information Sciences
Guru Shree Shanthivijay Jain College
06.2017 - 2020.04
Accomplishments
- Awarded "Always Striving, Never Settling" for exceptional performance and commitment in Q3 2024.
- Mentored 10+ new employees, accelerating their onboarding process and ensuring they were project-ready, contributing to overall team productivity.
- Received multiple customer and client appreciations for outstanding service quality and problem resolution, enhancing customer satisfaction and loyalty.
- Awarded Top Performer in Q4 2022 for implementing strategies that significantly increased production efficiency.
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