Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Kavitha

Mangalore

Summary

Accomplished Application and Product Support Engineer with 5 years of experience in providing exceptional technical support and solutions for software applications and products. Expert in resolving complex issues and maintaining high customer satisfaction. Adept at managing support ticketing systems, conducting root cause analysis, and delivering training sessions to end-users and team members.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Systems Analyst

Unisys
12.2022 - Current
  • Provide technical support and troubleshoot issues for AB Suite, ClearPath MCP, and Windows platforms via ServiceNow incidents, phone, email, or chat, ensuring prompt resolution and customer satisfaction.
  • Diagnose and resolve complex software problems, collaborating with engineering and product development teams to implement effective solutions Deliver comprehensive product training and support to both customers and internal staff, and assist in developing user manuals and technical documentation.
  • Document support cases thoroughly, create and update knowledge base articles, and conduct product testing and quality assurance to preemptively identify issues.
  • Monitor and analyze product performance to identify trends and potential issues, report recurring problems to relevant departments for timely resolution, and actively contribute to process improvements to enhance overall product functionality and user experience

System Engineer

Infosys Ltd.
06.2019 - 11.2022
  • Analyzed business requirements, implemented them in applications, and provided development demos to clients before moving projects to UAT. Performed system and unit testing.
  • Provided 24/7 end-to-end application support across different regions.
  • Resolved incidents and service requests within designated SLAs by collaborating with various teams. Prepared KB articles and problem tickets for resolved incidents.
  • Managed yearly activities such as SSL certificate upgrades, license renewals, disaster recovery testing, and high availability testing. Undertook enhancement activities based on client requirements.
  • Prepared test scripts for new system enhancements and conducted initial testing before sending projects to UAT. Provided development demos to clients before moving projects to UAT.
  • Responsible for training new team members.

Education

Master of Science - Computer Science

Karnataka State Open University
Mysore, India
12.2024

Bachelor of Science - Physical Sciences(PCM)

Mangalore University
Mangalore
06.2019

Skills

  • Application support
  • C#
  • SQL
  • NET
  • Debugging
  • Log Analysis
  • ITIL Knowledge
  • Root Cause Analysis
  • Product support
  • ServiceNow
  • End-user support
  • PowerBI

Accomplishments

  • Awarded with the best team player for good performance and resolving the critical issues within SLA.
  • Awarded with the Insta Award for the way of handling day to day support issues, Proactive communication to the stakeholders and taking bottom level responsibility for applications

Certification

  • Infosys Global Agile Developer Certification.
  • Infosys certified ITIL foundation associate.
  • Unisys Agile Business (AB Suited) Certified Developer

Languages

English
Kannada
Hindi

Timeline

Systems Analyst

Unisys
12.2022 - Current

System Engineer

Infosys Ltd.
06.2019 - 11.2022

Master of Science - Computer Science

Karnataka State Open University

Bachelor of Science - Physical Sciences(PCM)

Mangalore University

Similar Profiles

CREATE PROFILE
Kavitha