Niveditha V
Associate Technical Support Engineer
Mysore
Summary
Worked as Senior Service Desk Agent and as Associate Technical Support Engineer with 5(3+2) years of experience in providing first level support through taking calls and handling the resulting incidents or service requests, using incident management and request fulfillment processes, inline with technical support objectives. Looking forward to perceive career in a professional organization that offers opportunities to learn, achieve and contribute towards the organizational goals by utilizing my skill sets.
Overview
5
5
years of professional experience
2
2
Certifications
1
1
Language
Work History
Associate Technical Support Engineer
Red Hat
Pune
03.2022 - Current
- Provide technical support and engineering services to Red Hat customers.
- Solved complex problems and handled escalations.
- Published Knowledge Base articles.
- Conducted daily stand-up sessions for new hires to help them with their doubts.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained response times to support business continuity.
Managed Services Senior Service Desk Agent
NTT DATA LIMITED
02.2019 - Current
- Functional Domain- IT services Client - Global Clients
- Responsibilities:
- Providing 24
- 7 support, being available for any Service Desk related assistance in rotational shifts and have been providing the best experience to the customers by being an active on call around the clock
- Dealing with incoming faults in a professional, courteous manner over the phone and viaemail
- Taking ownership of faults and managing them in a logical and methodicalmanner
- Performing basic operations on Active Directory
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team Procedures
- Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
- Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
- Identify and escalate repeat issues or service risks into service management teams
- Sharing knowledge with team colleagues
- Manage many scheduled tasks for customers, designed to ensure that the customers systems remain operational Skills & Experience
- Experienced with workflow tools using ITSM for Incident, Service Requests, Event Management task
- I have been myself available out of my working hours to provide swift support to our customers and urgent request without breaching the SLA
- I have been supporting my organization by performing project coordinator tasks, examples: Project Setup, Reporting Task, Working on CVO, Running ETC on projects.
Education
BE - undefined
Government Engineering College
PUC - undefined
JSS PU College
SSLC - undefined
JSS English Medium High School
Skills
Call Managementundefined
Additional Information
PERSONAL PROFILE
- Name : Niveditha V
- Date of Birth : 28-06-1996
- Father’s Name : Venkatesh
- Sex : Female
- Marital Status : Single
- Nationality : Indian
- Mother Tongue : Kannada
- Languages : Kannada, English, Hindi.
- Hobbies : Drawing and paintings, listening to music.
- Phone No : +91-8496027051
- Email id : nivedithavenkatesh97@gmail.com
- Permanent Address : House No. 92/63 F74/3c, Thyagaraja Road, Near Hotel Guru Prasad, Agrahara, Mysore-570025.
Certification
Red Hat Certified System Administrator -8 (RHCSA)
Timeline
Red Hat Certified Specialist in Containers and Kubernetes (ex180)
09-2022
Red Hat Certified System Administrator -8 (RHCSA)
07-2022
Associate Technical Support Engineer
Red Hat
03.2022 - Current
Managed Services Senior Service Desk Agent
NTT DATA LIMITED
02.2019 - Current
BE - undefined
Government Engineering College
PUC - undefined
JSS PU College
SSLC - undefined
JSS English Medium High School
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