Karunashree B

Project - Shell cards

• SHELL is one of the Major clients for CGI.
• My role is to manage performance of the team members and doing quality audits of all the members in the team to improve performance and work quality of the team.
• Taking care of Newbies and training newbies on the complete process.
• Continuously monitoring and giving feedback to the members to improve their performance.
• Checking and managing Shell Client accounts and also the Internal CGI employee accounts. We provide all access based on their Job Roles.
• Managing and creating accounts based on RBAC (Role Based Authority matrix) set which contains what level of access should be provided for a particular Job role.
• I do handle escalation calls and e-mails from the Clients.
• Guiding analysts to work on higher priority incidents without any escalations.
• Helping analysts to resolve issues with User’s application account. Taking up live meeting session to solve the issue
  immediately.
• Collaborated with clients to determine need and devise appropriate software and hardware solutions.
• Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.

Project - NXP Semiconductors

• Giving training sessions for the newbies in the team.
• Helping and guiding team members to monitor the NXP servers.
• Helping and guiding members to take calls from the clients and to work on emails from NXP clients if there is any issue with the servers.
• Continuously monitoring and giving feedback to the members to improve their performance.
• Guiding members to check the server status and do health check in AWS console and collect log details from Kibana log monitoring tool.
• If user raises any issue then we log a ticket in Jira ticket logging tool.
• We monitor the server by using in App dynamics monitoring tool.
• Helping analysts to resolve issues with User’s application account. Taking up live meeting session to solve the issue
  immediately.
• Collaborated with clients to determine need and devise appropriate software and hardware solutions.
• Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.

Process - British telecom

• Generated monthly metric reports, interpreted results and developed processes and solutions.
• Developed systematic methodology for communicating results to team and facilitating feedback and response.
• Troubleshooting BT product faults.
• UK customers call regarding broadband, telephone and BT TV faults.
• Troubleshooting and resolving the faults.

Project-India ESSN DCT

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Worked with customers to understand needs and provide excellent service.
• End to End Monitoring of Cases/Tickets raised by customer with the objective of achieving
• Total Customer Experience (TCE) using various internal tools.
• Also arranging the part and onsite engineer on time to reach the customer and resolve their issue based on priority.
• Escalating alerts and send it to the appropriate team or individual.
• Right from logging the case till the happy call of the customer.