PRATHIBHA T J
Lead Solution Facilitator
Kochi
Summary
Lead Solution Facilitator with 13 years experience in Remote Data Management and providing high quality support to the clients by meeting the required SLA. Has experience in working in Remote Support Software such as Teamviewer, VNC, RDP, has in depth knowledge in Database Management Systems such as SQL Server 2008, MySQL. Rich domain work experience in the field of automated and manual testing. Also has knowledge in C, C++, Java, Oracle.
Overview
21
21
years of professional experience
Work History
Lead Solution Facilitator
Xpandretail
12.2010 - Current
- Responsible for managing, supporting and developing the support team members, ensuring that the SLAs are met and quality targets are reached and maintained.
- To efficiently allocate the incoming requests to the team using the Zoho CRM, prioritizing actions and monitoring team resource.
- To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Proactively monitor applications/systems to capture potential issues (e.g. alerts, performance) before they occur, in accordance with monitoring/maintenance procedures.
- Act as a support element to the team on particular issues and provide support and cover where there are specific service pressures.
- Assist with the formal and informal development of the support team to enhance their skillset and promote cross skilling.
Technical Support Engineer
Australian Visa Application Centre
02.2010 - 07.2010
- Trouble shooting various issues faced in the Visa Processing Software.
- Data Entry Rectification.
- Retrieval of records from database when required.
System Supervisor
Commercial Taxes Department, Government of Kerala
07.2009 - 01.2010
- Responsible for the general administration of the computer systems in the office.
- Trouble shooting any reported problems.
- Handling all sorts of complaints related to KVATIS, software used in the organization.
- Generating monthly reports.
Software Tester
4k
01.2006 - 12.2006
- Preparation of test plans, test cases and execution & reporting.
- Ability to write test cases and test scenario, review, run and generate test reports.
- Testing and reporting bugs for the ERP software ABRA.
- Ability to handle a team of testers while working on multiple deliveries simultaneously.
- Co-ordinating smooth implementation of test plans with the development team.
- Training the new members in the team and getting them productive quickly.
Software Faculty
Bharat Sevak Samaj
09.2004 - 12.2005
- Company Overview: Govt. Of India enterprise
- Teaching software papers to a number of post graduate as well as graduate students.
- Act as a guide for the software projects under taken at the same enterprise.
- Govt. Of India enterprise
Education
Bachelor Of Engineering - Computer Science
Banglore University
Skills
Facilitation techniques
Strategic planning
Project management
Staff management
Meeting management
Task delegation
Operations management
Data analysis
Agenda setting
Disclaimer
I hereby declare that all the details furnished above are true to the best of my knowledge and belief.
Personal Information
- Date of Birth: 05/06/80
- Nationality: Indian
- Marital Status: Married
Timeline
Lead Solution Facilitator
Xpandretail
12.2010 - Current
Technical Support Engineer
Australian Visa Application Centre
02.2010 - 07.2010
System Supervisor
Commercial Taxes Department, Government of Kerala
07.2009 - 01.2010
Software Tester
4k
01.2006 - 12.2006
Software Faculty
Bharat Sevak Samaj
09.2004 - 12.2005
Bachelor Of Engineering - Computer Science
Banglore University
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