Reshmi R Radhakrishnan
Senior Project Engineer
Palakkad
Summary
Dynamic IT professional with over 4 years of experience, committed to delivering consistent results and addressing challenges effectively. Possesses a deep understanding of customer satisfaction and business requirements, aligning solutions to meet both needs profitably. Excellent communication skills, developed through ongoing training, facilitate clear and impactful interactions with stakeholders at all levels. A proactive approach to problem-solving ensures adaptability to evolving industry demands while maintaining a focus on excellence.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Senior Project Engineer
Wipro Technologies
07.2014 - 07.2017
- As a Senior Project Engineer on the Takeda Account, I am responsible for people, clients, and SLA management for the Americas Service Desk. Takeda, being a Global Delivery Model, my responsibility is for the Americas region.
- Assists the SPOC/SD Administrator in managing customer satisfaction. Ensure CSAT on the account.
- Ensure regular reporting on service delivery performance
- Interlocking with senior management to discuss process improvements for productivity gains.
- Integrate services to meet service level agreements.
- Responsible for service quality, service desk performance, and drives service excellence.
- SME and Quality Analyst discussions on operational issues and ensure resolution of issues.
- Assisting the leads in their day-to-day work by taking escalations, solving their queries, and publishing daily, weekly, and monthly reports on SLA trending and quality parameters of the desk.
- Coaching the team in the event of any new service or product launch.
- Hands-on experience in incident management.
- To restore normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained, following the ITIL best practices approach in adherence to the service-level agreements.
- Act as a focal point within the enterprise for all escalation and communication activities for outages and downtimes related to the Business Applications and Infrastructure, and to ensure that service recovery is handled expeditiously, and that systematic issues and problems are addressed proactively and communicated with prioritization.
Product Support
HCL
05.2013 - 06.2014
- Product support for the users of British Telecom through emails and calls, and to provide support for their telephone and broadband-related queries with basic routers.
- Supported Citrix environment.
- Provided technical support for the PC hardware issue over the phone.
- Troubleshooting pre-shipped software, like Norton AntiVirus, Outlook Express, RecordNow, etc.
- Handling VPN issues, help users connect computers to the network.
- Experience with HP Service Manager, Remedy, and ServiceNow ticketing tools.
- Also handled office network issues by supporting users with their PC issues, Outlook email issues, etc.
- Assisted the new hires with technical training.
- Trained multiple batches for BT (Router, BT Sports, and BT Email).
- Continuously received the Best Performer Award for five months.
Education
Bachelor of Engineering - Electronics & Communication
Karpagam University
CoimbatoreHigher Secondary -
Stanes Anglo Indian Higher Secondary School
Coonoor, Nilgiris10th Board - undefined
Bullmores Matriculation School
Coonoor, NilgirisSkills
Training and mentoring
Trouble Shooting and diagnosis
Phone and Email Support
Remote Desktop Support
Communication and Interpersonal skills
Awards
Continuously got the Best Performer Award for 5 months.
PERSONAL DETAILS
- Name : Reshmi Radhakrishnan
- Nationality: Indian
- DOB: 1991-12-26
Declaration
I hereby confirm that all the above given information are correct to my knowledge.
Timeline
Senior Project Engineer
Wipro Technologies
07.2014 - 07.2017
Product Support
HCL
05.2013 - 06.2014
10th Board - undefined
Bullmores Matriculation School
Bachelor of Engineering - Electronics & Communication
Karpagam University
Higher Secondary -
Stanes Anglo Indian Higher Secondary School