Pushpalatha Gopidinni
Bengaluru
Summary
Detail-oriented IT Support professional with 2 years of experience in technical assistance and system monitoring. Managed incident tickets and performed root cause analysis to resolve issues efficiently. Delivered support to end-users in fast-paced environments, enhancing operational efficiency and communication.
Overview
2
2
years of professional experience
Work History
Programmer Analyst
Cognizant Technology Solutions
09.2018 - 06.2020
- Acquired comprehensive knowledge of database components and provided database support through daily system health checks and monitoring of batch processes.
- Delivered first-line technical support and resolved IT incidents using the ServiceNow ticketing platform.
- Provided end-user support and guided users through system functionalities and issue resolution.
- Escalated unresolved issues to higher support tiers with detailed logs and analysis.
- Documented troubleshooting steps and developed knowledge base articles to enhance IT support efficiency.
- Oversaw incident management by recording, tracking, and resolving issues promptly, ensuring timely follow-ups and taking ownership of escalated matters.
- Reduced recurring incident rates by proactively identifying patterns and suggesting long-term fixes.
- Project: TOYOTA
- Client: Customer Central (U.S.A.)
- Technology/Tools Used: SQL Developer, Service Now, WinSCP.
Education
B.Tech - Electronics and Communication Engineering
S.V Engineering College for Women
01-2018
Board of Intermediate - MPC group
Sri Chaitanya College
01-2014
Board of Secondary Education -
Prathibha Vidyalaya English Medium High School
01-2012
Skills
- ServiceNow incident management
- Database management: SQL Developer
- SQL querying
- Database support
- Application development
- Data analysis tools
- Key competencies: Incident management, technical troubleshooting, end-user assistance, system monitoring, documentation
- ServiceNow, WinSCP
EXPERIENCE SUMMARY:
Programmer Analyst in Cognizant Technology Solutions(CTS)
Personal Information
- Date of Birth: 1997-07-12
- Marital Status: Married
Languages
Languages Known : English and Telugu
Hobbies and Interests
Hobbies : Listening Music
DECLARATION:
I hereby acknowledge that the information provided above is true and correct to the best of my knowledge and belief.
Timeline
Programmer Analyst
Cognizant Technology Solutions
09.2018 - 06.2020
B.Tech - Electronics and Communication Engineering
S.V Engineering College for Women
Board of Intermediate - MPC group
Sri Chaitanya College
Board of Secondary Education -
Prathibha Vidyalaya English Medium High School