Lekshmi Divakar
Trivandrum
Summary
Post Graduate in Computer Science and Engineering with more than 5 year of experience in IT Technical Support, as a Software developer and as a Software Testing Intern.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
IT / EGOVERNANCE SUPPORT STAFF
APJ Abdul Kalam Technological University
THIRUVANANTHAPURAM
12.2021 - Current
- Provide technical assistance and support to users experiencing software issues.
- Troubleshoot and resolve technical issues related to eGovernance applications and databases.
- Manage the operation and maintenance of eGovernance applications and systems.
- Conduct in-depth troubleshooting and diagnostics to identify the root cause of problems.
- Assist users with navigating and utilizing eGovernance platforms and services.
- Collaborate with development or IT teams to implement solutions for recurring issues or system improvements.
- Provide remote assistance, including screen sharing and remote desktop control, to guide users through problem resolution steps.
- Serve as the primary point of contact for users seeking assistance with eGovernance services.
- Respond to user inquiries and support requests via phone, email, or ticketing system.
- Provide guidance on using eGovernance portals, completing online forms, and accessing information.
- Escalate complex issues to appropriate teams or individuals for resolution.
- Manage the collection, processing, and storage of data within eGovernance systems.
- Generate reports and analyze data to support decision-making and performance monitoring.
- Collaborate with stakeholders to define data requirements and implement data governance policies.
- Develop training materials, user guides, and tutorials for eGovernance platforms and applications.
- Conduct training sessions and workshops to educate users on system functionality and best practices.
- Create and maintain documentation, including FAQs and knowledge base articles, to support user self-service.
- Conduct testing and quality assurance activities to ensure the reliability and usability of eGovernance systems.
- Develop test plans, test cases, and test scripts to validate system functionality and performance.
- Identify and report defects or issues found during testing, and work with developers to resolve them.
- Participate in user acceptance testing (UAT) to validate that system changes meet user requirements.
E-Governance Support Staff
APJ ABDUL KALAM TECHNOLOGICAL UNIVERSITY
THIRUVANANTHAPURAM
07.2019 - 11.2021
- Act as the primary point of contact for users seeking assistance with the eGovernance portal.
- Provide timely and accurate responses to user inquiries via phone, email, or chat.
- Assist users with navigating the portal, troubleshooting technical issues, and resolving service-related concerns.
- Document user interactions, including issues reported and resolutions provided, in a ticketing system or CRM software.
- Manage the intake and processing of application submissions through the eGovernance portal.
- Verify the completeness and accuracy of application forms and supporting documents.
- Liaise with internal stakeholders or government agencies to address inquiries or discrepancies related to application submissions.
- Maintain detailed records of application statuses, approvals, rejections, and any required follow-up actions.
- Monitor and evaluate the quality of support services provided to eGovernance portal users.
- Establish and maintain performance metrics and service level agreements (SLAs) to measure support team effectiveness.
- Conduct regular audits of user interactions and support tickets to identify areas for improvement or training needs.
- Collaborate with team leads implement corrective actions or process enhancements to enhance service quality.
SOFTWARE ENGINEER
D-INVENTIONS TECHNOLOGIES PVT.LTD
THIRUVANATHAPURAM
10.2018 - 07.2019
- Development of dynamic and interactive web applications using PHP as the primary programming language.
- Development of back-end portals with optimized databases.
- Front-end development using HTML, CSS, and JavaScript.
- Implement AJAX (Asynchronous JavaScript and XML) techniques to enable seamless interaction between the frontend and backend components of web applications.
- Troubleshooting applications and code issues,
- Finalizing backend features and testing web applications.
- Development of statistical models and algorithms using R.
- Create interactive and informative data visualizations using R packages such as ggplot2, plotly, and shiny.
- Design and customize plots, charts, and dashboards to effectively communicate insights to stakeholders.
SOTEWARE TESTING INTERN
White Oval Technologies Pvt.LTD
THIRUVANATHAPURAM
04.2016 - 10.2016
- Assisted in designing test cases and test scenarios based on requirements and specifications provided by the development team.
- Executed test cases manually or using automated testing tools such as Selenium, TestNG, and jMeter to validate software functionality, identify defects, and ensure adherence to quality standards.
- Documented test results, including observed defects, test coverage, and test execution metrics.
- Participated in regression testing activities to verify that software changes or enhancements do not introduce new defects or regressions.
- Maintain and update regression test suites to reflect changes in software features, functionality, and requirements.
- Collaborate with developers to troubleshoot and resolve reported defects, and verify fixes through retesting.
- Assisted in setting up and configuring test environments, including software installations and test data preparation.
- Created and maintain test documentation, including test plans, test cases, test scripts, and test data sets.
- Generated test reports summarizing test execution results, defect metrics, and overall test coverage.
- Continuously learn and improve testing skills and techniques through hands-on experience, training sessions, and self-study.
- Seek mentorship and guidance from senior testers or test leads to enhance technical proficiency and domain knowledge.
- Stay updated on industry trends, best practices, and emerging technologies in software testing and quality assurance.
Education
Master of Engineering - Computer Science And Engineering
ANNA UNIVERSITY
06-2014
B.Tech Degree - INFORMATION TECHNOLOGY
UNIVERSITY OF KERALA
University Of Kerala07-2013
Skills
- Proficiency in troubleshooting complex technical issues across multiple platforms
- Familiarity with diagnostic tools and utilities
- Strong analytical and problem-solving skills
- Ability to analyze complex scenarios, identify root causes, and implement effective solutions
- Critical thinking skills to evaluate alternative approaches and make sound decisions under pressure
- Excellent communication skills, both verbal and written, to interact effectively with customers and internal teams
- Ability to manage customer expectations, provide timely updates, and follow up until issues are resolved satisfactorily
- Ability to work collaboratively with Level 1 support teams and other stakeholders to escalate, coordinate, and resolve complex issues
- Willingness to share knowledge, best practices, and insights with team members to enhance overall support effectiveness
- Effective time management skills to prioritize and manage multiple support requests concurrently, based on urgency, impact, and customer needs
- Continuous Learning and Adaptability
- Ability to escalate unresolved issues to Level 3 support while providing detailed documentation and context to facilitate resolution
- Collaboration with higher-tier support teams to troubleshoot and resolve escalated issues, ensuring timely resolution and user satisfaction
- Proficiency in software testing methodologies, including manual testing and automated testing
- Familiarity with testing tools such as Selenium, JMeter, TestNG, or similar automation frameworks
- Knowledge of programming languages such as Java, or JavaScript for writing automated test scripts
- Understanding of version control systems (eg, Git)
- Familiarization of IDEs such as Eclipse,IntelliJ IDEA & NetBeans
- Knowledge of various testing types including functional testing, regression testing, integration testing, and performance testing
- Experience with black-box testing, white-box testing, and gray-box testing approaches
- Ability to design and execute test cases, test plans, and test scenarios to validate software functionality and performance
- Proficiency in programming languages such as Java, JavaScript, PHP, R programming
- Understanding of SDLC phases including requirements gathering, design, development, testing, deployment, and maintenance
- Experience in MySQL
- Proficiency in HTML, CSS, and JavaScript for building responsive and interactive web applications
Certification
SOFTWARE TESTING INTERNSHIP
WHITE OVAL TECHNOLOGIES PVT.LTD
THIRUVANATHAPURAM, Kerala
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Tamil
Intermediate (B1)
B1
Timeline
IT / EGOVERNANCE SUPPORT STAFF
APJ Abdul Kalam Technological University
12.2021 - Current
E-Governance Support Staff
APJ ABDUL KALAM TECHNOLOGICAL UNIVERSITY
07.2019 - 11.2021
SOFTWARE ENGINEER
D-INVENTIONS TECHNOLOGIES PVT.LTD
10.2018 - 07.2019
SOTEWARE TESTING INTERN
White Oval Technologies Pvt.LTD
04.2016 - 10.2016
Master of Engineering - Computer Science And Engineering
ANNA UNIVERSITY
B.Tech Degree - INFORMATION TECHNOLOGY
UNIVERSITY OF KERALA
SOFTWARE TESTING INTERNSHIP
WHITE OVAL TECHNOLOGIES PVT.LTD
THIRUVANATHAPURAM, Kerala
Husband Name
Mr. ANEESH S
Birthday
02/25/1991
Personal Information
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Disclaimer
I Lekshmi Divakar, hereby declare that the information contained is correct to the best of my knowledge and belief.
13/02/2024 Lekshmi Divakar
Husband Name
Mr. ANEESH S
Birthday
02/25/1991
Personal Information
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Disclaimer
I Lekshmi Divakar, hereby declare that the information contained is correct to the best of my knowledge and belief.
13/02/2024 Lekshmi Divakar
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