Praseetha Raveendran
Technical Operations Analyst
Palakkad
Summary
Flexible technical support engineer with 7+ years of experience helping clients maintain smooth operations. Expertise in Unified Communications (Teams), Application Support, and Linux Automation Environments Commended for rapidly and effectively resolving downtime and efficiently handling the issues.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
Technical Operations Analyst
Infosys
Trivandrum
01.2022 - Current
- Assisted customers to solve their applications issues within the SLA and resolved the technical issues
- Led six members of team and also handled many critical issues with single handle and connected with Microsoft vendors and customers to solve cases that were related to Teams applications and telephony.
- Monitored employee tasks to gauge business functions and inefficiencies
- Developed written documents and reports related to programs and operations
- Maintained customer satisfaction by providing timely and accurate solutions to their queries.
- Handled 10+ customers issues per day.
- Conducted thorough root cause analysis for complex technical issues, enabling effective resolution
- Standardized incident management processes, streamlining response times and improving the overall quality of support provided to endusers
- Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing infrastructure
- Enhanced team collaboration with streamlined communication channels, leading to faster problemsolving
Technical Operations Associate
Infosys
Trivandrum
01.2020 - 12.2021
- Provided best resolutions and suggestions to client
- Greeted customers and offered assistance for increased customer satisfaction
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties
- Worked varied hours to meet seasonal and business needs.
- Trained and mentored junior staff on customer service strategies and techniques.
- Successfully managed multiple high-priority issues simultaneously while maintaining strict deadlines and quality standards
- Provided exceptional customer support by troubleshooting and resolving complex technical issues in a timely manner
- Mentored junior team members, sharing knowledge of best practices and industry standards to improve overall team performance
- Created detailed technical documentation to ensure smooth hand-off between teams during project transitions or personnel changes
Senior Operations Executive
Infosys
Bangalolre
04.2018 - 12.2019
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Was part of Linux administrations and Powershell scripting.
Operations Executive
Infosys
Mysuru
05.2016 - 03.2018
- Learned new project execution tasks and observed working of seniors then started working on basic trouble shooting and customer interactions
- Collaborated on operational support tasks to achieve common goal.
- Handled 10+ customers and issues in daily basis.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations
- Enhanced customer satisfaction by effectively managing and resolving operational issues in a timely manner
- Collaborated on operational support tasks to achieve common goal
Education
Bachelor's of Computer Applications - Computer Applications
Sree Narayana Guru College, Bharathiar University
Coimbatore 06.2013 - 04.2016
Master of Computer Applications - Computer Applications
Bharathiar University Distance Education, Bharathiar University
Coimbatore 09.2018 - 09.2022
Skills
Unified Communications
Data analysis
IT supportServer managementChange managementProblem-solving skillsTechnical documentationNetwork monitoringMS Teams voiceMicrosoft 365LinuxPowerShell Scripting
PowerBIIT Performance Report Creation
Root Cause Analysis
Projects
Mercedes Benz
L1-Support Nov 2016 - Apr 2018
- Providing basic troubleshooting and guidance to customers in resolving their
issues. - Monitored the tickets which is coming in CISM Tool.
- Handled user creation, Password reset and other linux related services.
Telstra-ISNA
Automation May 2018 - Mar 2019
- Done few automations using Powershell scripting.
- Script to install various applications in the linux servers.
- To check disk space of the servers.
- Created many automations scripts to simplify the daily tasks.
Siemens Gamesa
Teams Voice Engineer (UC) May 2019 - Present
- Operations management, managing deliverables, team handling, providing
technical guidance, troubleshooting technical issues, monitoring the affected
locations and preparing the network reports. - Technical support Microsoft Teams, Telephony and Skype for business
performance issues. - ITIL processes – Incident Management, Service Request Management, Change
Management, Problem Management, Root Cause Analysis and Corrective
Action implementation. - Customer relationship management, communication, analytical & problem
solving, training & mentoring. - PowerBI Reporting and Call Quality Dashboard reporting and analyzing.
- Analyzing the user call quality issues using the network parameters.
- Teams and Microsoft 365 admin center and assigning licenses and policies for the organization.
- Created automation scripts for assigning the license for multiple users.
- Teams auto attendants and call queues.
Timeline
Technical Operations Analyst
Infosys
01.2022 - Current
Technical Operations Associate
Infosys
01.2020 - 12.2021
Master of Computer Applications - Computer Applications
Bharathiar University Distance Education, Bharathiar University
09.2018 - 09.2022
Senior Operations Executive
Infosys
04.2018 - 12.2019
Operations Executive
Infosys
05.2016 - 03.2018
Bachelor's of Computer Applications - Computer Applications
Sree Narayana Guru College, Bharathiar University
06.2013 - 04.2016