Summary
Overview
Work History
Education
Skills
Projects
Awards
Extracurricular Activities
POSITIONS OF RESPONSIBILITY
Certification
Internships
Timeline
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Rugma Raveendran

Rugma Raveendran

Muvattupuzha

Summary

Experienced Professional in IT Operations & Communication Infrastructure Management with a demonstrated history of working in the Information Technology and Services industry. Skilled in Unified Communications, Audio-Visual Systems, Network Engineering, Vendor Coordination, and Cross-Border Operations. Adept in incident handling, major incident management, and stakeholder management. Proficient in Microsoft Excel, PowerPoint, and problem-solving under pressure. Strong support professional with a bachelor’s degree in Physics and currently pursuing a Master of Business Administration (MBA) from T.A. Pai Management Institute (TAPMI).

Overview

3
3
years of professional experience
1
1
Certification

Work History

Systems Engineer

Infosys Limited
Bangalore
01.2025 - 04.2025
  • Worked in the infrastructure management team responsible for ensuring seamless Unified Communication (UC) operations and AV infrastructure performance across multiple international locations.
  • Monitored, maintained, and supported enterprise-grade UC tools including IP phones, conferencing systems (e.g., Polycom, Cisco Webex), and AV equipment across global offices.
  • Ensured 24x7 operational availability through shift-based support, incident resolution, and proactive monitoring.
  • Handled user issues, service requests, and escalations to ensure timely resolution aligned with SLAs.
  • Supervised incident reporting via a QR-based system introduced to simplify tracking and improve response times.
  • Collaborated with global teams for cross-border issue resolution and coordinated upgrades and system patches during maintenance windows.
  • Maintained documentation for recurring issues, standard procedures, and user guides to streamline operations.
  • Acted as a single point of contact for key stakeholders in Asia, Europe, and the US for UC-related escalations and change requests.
  • Ensured compliance with client-specific processes, ITIL standards, and internal service quality benchmarks.
  • Supported onboarding of new team members by creating SOPs and conducting walkthrough sessions.
  • Participated in regular knowledge transfer (KT) sessions, root cause analysis (RCA) discussions, and service review meetings.
  • Client: Global Semiconductor Company (Asia, Europe & US)

Senior Systems Associate

Infosys Limited
Bangalore
07.2023 - 12.2024
  • Developed performance dashboards and automated reports to monitor UC infrastructure KPIs across geographies.
  • Analysed data discrepancies, flagged service-level deviations, and enabled timely corrective actions.
  • Created MIS reports and managerial presentations to support client reviews and operational decisions.
  • Streamlined cross-tool data flows and implemented automation to reduce manual workload.
  • Ensured SLA compliance and supported governance through documentation and process audits.

Systems Associate

Infosys Limited
Bangalore
03.2023 - 07.2023
  • Provided L1/L2 support for Unified Communications infrastructure including IP telephony, AV systems, and video conferencing tools (e.g., Polycom, Cisco).
  • Monitored and resolved incidents related to enterprise communication systems across Intel’s global locations.
  • Coordinated shift-based floor operations to ensure uptime and compliance with client SLAs.
  • Conducted root cause analysis and implemented fixes for recurring UC issues.
  • Contributed to SOP creation, technical documentation, and user support training for seamless service delivery.
  • Supported cross-regional collaboration and ensured standardized processes across sites in Asia, Europe, and the US.

Operations Executive

Infosys Limited
Bangalore
11.2021 - 02.2023
  • Supported IT operations for client onboarding, system monitoring, MIS reporting, and SOP implementation for unified communication infrastructure.

Education

BSC - Physics

Nirmala College
Muvattupuzha
01-2021

XII -

Bright Public School
Valakom
01-2018

X -

Bright Public School
Valakom
01-2016

Skills

  • Unified communication
  • Incident resolution
  • AV infrastructure
  • Performance monitoring
  • ITIL compliance
  • Data analysis
  • Root cause analysis
  • Power BI
  • Excel

Projects

  • Project Title: STRUCTURAL AND OPTICAL CHARACTERIZATION OF TITANIUM DIOXIDE(TiO2) NANOPARTICLES, Duration: March 2020- June 2021, Project Details: The project involved synthesis and characterization (structural and optical) of TiO2 nanoparticles. The structural characterization of the sample was done using X-Ray Diffraction. Optical characterization was performed using UV- Visible spectroscopy.
  • Geospatial Inputs For Enabling Master Plan Formulation, indian institute of remote sensing, Online, Jul 2020 - Jul 2020, The objective of this training program was to make awareness among researchers /professionals about the use of geospatial inputs for enabling Master Plan Formulation process under the Atal Mission for Rejuvenation and Urban Transformation (AMRUT) sub-scheme. the program concentrated on Geospatial Technologies, Data and Applications, Survey Techniques, Navigation Systems, Mobile Apps for field-data Collection etc.

Awards

  • Secured University Level FIFTH RANK in Order of Merit among 1163 (One Thousand One Hundred and Sixty Three) candidates appeared for the examination conducted by Mahatma Gandhi University, BSC Physics Program.
  • Meritorious Student Award from Nirmala College in all the 3 years of BSC Program: 2018-19, 2019-20, 2020-21.

Extracurricular Activities

  • Second Prize in Story writing -CBSE State Level Sahodaya Kalotsav.
  • Was an active member and leader of Nirmala College Quiz Club.
  • Involved in organising of departmental fests.

POSITIONS OF RESPONSIBILITY

  • Head Girl of Bright Public School in the academic year 2017-18.
  • Part of Walk With a Scholar Program under Govt of Kerala.

Certification

  • Microsoft Certified: Power BI Data Analyst Associate
    Microsoft – Issued December 2024
    Credential ID: A4C218B809C8AAD1
  • Infosys Certified Tableau Developer
    Infosys – Issued April 2025
  • Infosys Certified Business Intelligence Associate
    Infosys – Issued March 2025

Internships

Content Writer (Intern)
ScienceABC | Oct 2021 – Oct 2022

  • Researched and authored science-based articles aimed at simplifying complex topics for a general audience
  • Collaborated with editors to ensure clarity, factual accuracy, and reader engagement
  • Developed SEO-friendly, engaging content across physics, biology, and tech domains
  • Published articles available at: scienceabc.com/author/rugma

Timeline

Systems Engineer

Infosys Limited
01.2025 - 04.2025

Senior Systems Associate

Infosys Limited
07.2023 - 12.2024

Systems Associate

Infosys Limited
03.2023 - 07.2023

Operations Executive

Infosys Limited
11.2021 - 02.2023

BSC - Physics

Nirmala College

XII -

Bright Public School

X -

Bright Public School
Rugma Raveendran