Madhuri R

• Carried out day-to-day duties accurately and efficiently.
• Collaborated with team members to achieve target results.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Identified issues, analyzed information and provided solutions to problems.
• Worked flexible hours across night, weekend and holiday shifts.
• Exceeded goals through effective task prioritization and great work ethic.
• Handled calls, emails, tickets to address customer inquiries and concerns by resolving there issues within SLA.
• Escalated the issues to higher management whenever required for faster resolutions.

● Responsible to provide and maintain the smooth functioning of the Data Center Management Operations Center and troubleshooting the issues, within the SAP ticketing system,

● Single point of contact between Requester groups, Data Center Providers and Manufacturers of Hardware equipment. Coordinate between teams Requester Team and Resolver groups in getting the issue fixed. .

● Manage issues reported, providing end to end support. Ensure all the information is collected from the requesting team, and coordinate with the relevant resolving Teams in getting the issue fixed.

● Checking device reachability, is the device booting or not, within the SLA so that the case is resolved in an efficient way.

● Checking on device performance, performing hardware diagnostic tests, cabling issues, also the sfp and sfp+ replacement.

● Coach and equip new team members on process & on specific customer bases, in bringing them up to power with the rest of the team.

● Participation in Client workshops for Process Improvement and be involved in implementation of new processes when required