Haripriya Thota/Ghosh
Kolkata
Summary
Accomplished Senior Systems Engineer with a proven track record at Cognizant (CTS), specializing in incident management and process optimization. Expert in client management and team coordination, significantly enhancing service desk operations. Leveraged expertise in knowledge base creation and training to improve resolution efficiency and client satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Systems Engineer
Cognizant (CTS)
Kolkata
03.2023 - Current
- Troubleshooting system issues and resolving them within the desired SLA
- Indicating smooth functioning for dealer POS and less calls repeat
- Providing prompt resolution and taking care of P1 and P2
- Setting up new POS systems and configuration of registers
- Changing various factors of routers of various makes, essentially making changes with the range at which it can work
- Incident Management
- Email Support for different domain
- Meeting core intervals, taking stipulated amount of calls in a set window
- Managing irate customers, working on providing a solution under immense pressure
- Understanding the unsaid needs of the user when they are unable to respond to problems that they cannot explain, understanding and empathizing to the problem
- Working for dealer/customer satisfaction as per requirement
- Configuring the Whole site, Point of sale and Pin pads
- Keeping the track of Escalations and make sure they are resolved within SLA
- Worked with Outlook, Salesforce, SMO (Shop Management Online) and Active directory
- Collating the date to close the Ageing tickets in SERVICE NOW
- Worked on Self Service Tickets, SCTASKTS and RITMS
- Worked and learned the New Tool JIRA SERVICE DESK
- Worked on Self-service Tickets, Incident Management and Request Management
- Successfully identified few improvement areas on the existing business process
- Brought in optimization in tools usage which resulted in faster analysis and quick resolution
- Collating team data process ready as necessary
- Keeping targets pertaining to the whole team
- Getting authorizations for engineers for technologies assistance
- Troubleshooting various performance issues
- Make sure priority incident is raised and sent to the concerned team in the set intervals
- Coordinate with different teams, upgrading the new information
- Updating the new process knowledge to all the Team Members
IT Service Desk Analyst, SME, Technical Trainer
Artech Info Systems Pvt. Ltd.
Kolkata
11.2021 - Current
- Worked as a Service Desk Analyst in the ENU project
- Worked as a Service Desk Analyst, SME and Technical Trainer of the Project in Ryder
- Worked with P1 P2 Priority Tickets and with On -Call Members to resolve and get the Resolution at the Earliest
- Created Knowledge base Articles for the Project
- Experience in Capgemini: From November 2021 to March 2023
Junior Analyst (Service Desk)
Wipro Technologies
Bangalore
11.2016 - 03.2018
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
- Trained and mentored new service desk personnel, and helped with process knowledge.
- Recommended changes in policies and procedures relating to service desk activities.
Education
Bachelor of Commerce -
Skills
- Incident management
- Subject Matter Expert
- Training
- Process improvement
- Client management
- Process optimization
- Knowledge base creation
- Transition Coordinator
- Team coordination
Managing Team Data
- Collating team data process ready as necessary.
- Keeping targets pertaining to the whole team.
- Getting authorizations for engineers for technologies assistance.
- Troubleshooting various performance issues.
- Make sure priority incident is raised and sent to the concerned team in the set intervals.
- Coordinate with different teams, upgrading the new information.
- Updating the new process knowledge to all the Team Members.
Languages
- Telugu
- Hindi
- English
- Kannada
- Bengali
Innovation And Optimization
- Successfully identified few improvement areas on the existing business process.
- Brought in optimization in tools usage which resulted in faster analysis and quick resolution.
Roles And Responsibilities
- Troubleshooting system issues and resolving them within the desired SLA.
- Indicating smooth functioning for dealer POS and less calls repeat.
- Providing prompt resolution and taking care of P1 and P2.
- Setting up new POS systems and configuration of registers.
- Changing various factors of routers of various makes, essentially making changes with the range at which it can work.
- Incident Management. Email Support for different domain.
- Meeting core intervals, taking stipulated amount of calls in a set window.
- Managing irate customers, working on providing a solution under immense pressure.
- Understanding the unsaid needs of the user when they are unable to respond to problems that they cannot explain, understanding and empathizing to the problem.
- Working for dealer/customer satisfaction as per requirement.
- Configuring the Whole site, Point of sale and Pin pads.
- Keeping the track of Escalations and make sure they are resolved within SLA.
- Worked with Outlook, Salesforce, SMO (Shop Management Online) and Active directory.
- Collating the date to close the Ageing tickets in SERVICE NOW.
- Worked on Self Service Tickets, SCTASKTS and RITMS.
- Worked and learned the New Tool JIRA SERVICE DESK.
- Worked on Self-service Tickets, Incident Management and Request Management.
Timeline
Senior Systems Engineer
Cognizant (CTS)
03.2023 - Current
IT Service Desk Analyst, SME, Technical Trainer
Artech Info Systems Pvt. Ltd.
11.2021 - Current
Junior Analyst (Service Desk)
Wipro Technologies
11.2016 - 03.2018
Bachelor of Commerce -
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