KEERTHANA M
Bengaluru
Summary
Innovative System Engineer known for high productivity and efficiency in task completion. Skilled in network architecture, software development lifecycle management, and system optimization. Excel in problem-solving, teamwork, and adaptability, ensuring seamless integration and operational excellence in fast-paced environments.
Overview
3
3
years of professional experience
Work History
System Engineer
CGI
Bangalore
04.2025 - Current
- Working with Atkinsrealis as a service desk analyst
- Analyzed user requests and prioritized incidents for efficient resolution.
- Collaborated with IT teams to enhance system performance and user satisfaction.
- Provided first-level technical support to users with IT related issues.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
Software Engineer
LTI Mindtree
Bengaluru
09.2023 - Current
- I worked with all three regional (APAC, EMEA, and American) customers through chat, calls (both outbound and inbound), and web cases.
- I also worked on my daily targets, helped the other peers achieve their targets, cleared their doubts regarding their cases, and assisted them with the callback to the customers if needed.
- Providing a detailed analysis for the DSAT (customer dissatisfied) cases, calling the customer to help them resolve the issue regarding the problem, and sharing the root cause analysis to avoid further DSATs in the future.
- Performing random audits for the agents who are under review to help them improve their case quality, closure, and CSAT (customer satisfaction).
- I am also in a part of the routing team where I have to validate the cases and transfer the cases to the respective teams, and also communicate with the internal team to get a better view of the issue (if the issue is not under our scope) that the customer is facing, to help them better.
- Handling client escalations and sharing the feedback within a stipulated time of 15 to 20 minutes, along with a detailed analysis of what went wrong, and sharing feedback with agents.
Associate Process Executive
COGNIZANT TECHNOLOGY SOLUTIONS
08.2022 - 09.2023
- Serves as process executive in Google Ads projects analyzing the data and giving the outcome to the client in the Google form.
- Solve the troubleshoot and analyze the process with the help of Google cloud.
- Managed time efficiently in order to complete all tasks within deadlines and providing day to day data to the manager accordingly.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Education
B.E - Computer Science Engineering
Priyadarshini Engineering College
01.2022
XII Class -
Vailankanni Matric Higher Secondary School
01.2018
X class -
Vailankanni Matric Higher Secondary School
01.2016
Skills
- Microsoft Office (Word, Excel)
- Service desk management
- Salesforce and Service now
- Technical troubleshooting
- System troubleshooting
- Software installation
- Network connectivity
- Microsoft Azure
Languages
- Tamil
- Telugu
- Hindi
- English
Personal Information
- Age: 24
- Date of Birth: 09/07/01
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
System Engineer
CGI
04.2025 - Current
Software Engineer
LTI Mindtree
09.2023 - Current
Associate Process Executive
COGNIZANT TECHNOLOGY SOLUTIONS
08.2022 - 09.2023
B.E - Computer Science Engineering
Priyadarshini Engineering College
XII Class -
Vailankanni Matric Higher Secondary School
X class -
Vailankanni Matric Higher Secondary School