Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Jennifer Diana

Jennifer Diana

Mysore

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

9
9
years of professional experience

Work History

Process Specialist

Infosys
Mysore
02.2020 - Current
  • Analyzed production processes and identified areas of improvement.
  • Developed and implemented process initiatives to optimize operations.
  • Generated performance reports on process efficiency and effectiveness.
  • Performed data analysis to identify trends, problems and solutions.
  • Maintained records of all process activities for future reference.
  • Reviewed customer requirements to ensure accuracy of product specifications.
  • Resolved complex issues related to process development and implementation.
  • Tracked all documentation associated with process modifications or improvements.
  • Facilitated communication between various departments regarding process updates.
  • Created detailed diagrams depicting each step in a given process.
  • Audited processes regularly to ensure they are meeting established standards.
  • Updated standard operating procedures to incorporate feedback from quality and technical departments.
  • Mastered and applied lean manufacturing principles in researching and implementing new production methodologies.
  • Trained staff members to implement and maintain approved and established process improvements in assigned functional areas.
  • Developed and maintained process documentation providing enterprise-level analysis and operational insights.

Service Desk Analysis for Networking

DIMENSION DATA PVT LTD
Bangalore
05.2018 - 02.2020
  • Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
  • Collaborated with other teams to ensure successful resolution of customer inquiries.
  • Ensured that all systems were running optimally by performing regular health checks on servers and network devices.
  • Responded promptly to customer emails regarding any IT related queries.
  • Provided telephone support to staff members who require assistance with their computers or network connections.
  • Developed detailed reports on system performance metrics for management review.
  • Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
  • Troubleshot and resolved hardware, software, network, and peripheral device problems.
  • Performed basic server maintenance tasks such as patching, upgrading firmware.
  • Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
  • Answered user inquiries to resolve computer software or hardware operation problems.

IBM TECHNOLOGY

LEVEL 2 ENGINEER
Bangalore
09.2016 - 12.2017
  • Installed and configured IBM hardware, software, and network components.
  • Provided technical support to users of IBM systems.
  • Developed and implemented system administration procedures for IBM infrastructure.
  • Monitored system performance and identified potential issues with IBM systems.
  • Troubleshot complex IT problems related to the IBM environment.
  • Implemented security measures to protect data stored on IBM systems from unauthorized access or manipulation.
  • Provided training and guidance to junior staff members regarding best practices for working with an IBM system.
  • Prepared reports summarizing current status, usage trends, and any issues encountered while managing an IBM system.
  • Provided in-person and remote IT support for all company-wide locations.
  • Optimized, improved, expanded and upgraded network capabilities and connectivity through network monitoring tools.

HCL Technologies

Senior Analysts
Bangalore
11.2014 - 08.2016
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Planned and completed group projects, working smoothly with others.
  • Maintained updated knowledge through continuing education and advanced training.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Delivered products to customer locations on time.
  • Achieved cost-savings by developing functional solutions to problems.

Education

Bachelor of Science -

Jyoti Nivas College
Bangalore, India
04-2013

Skills

  • Process Automation
  • Trend tracking
  • Report Analysis
  • Process Analysis
  • Process Mapping
  • Presentations
  • Process Improvement
  • Call Management

Languages

English
First Language
Tamil
Beginner
A1

Timeline

Process Specialist

Infosys
02.2020 - Current

Service Desk Analysis for Networking

DIMENSION DATA PVT LTD
05.2018 - 02.2020

IBM TECHNOLOGY

LEVEL 2 ENGINEER
09.2016 - 12.2017

HCL Technologies

Senior Analysts
11.2014 - 08.2016

Bachelor of Science -

Jyoti Nivas College

Similar Profiles

CREATE PROFILE
Jennifer Diana