Sasikala S
IT Profession
Chennai
Summary
To work in a globally competitive environment on challenging assignments that shall
yield the twin benefits of job satisfaction and a steady paced professional growth. To
venture a challenging career and enforce myself to ameliorate and upgrade
knowledge in the field of Information Technology.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Senior Process Associate
Tata Consultancy Services
Chennai
04.2016 - Current
- Met month-end reporting objectives and deadlines.
- Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.
- Participated in special projects to increase productivity and make meaningful impact on company and mission.
- Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency.
- Identified modifications to processes and procedures that would promote better efficiency.
- Implemented continuous improvement metrics to streamline workflows and reduce waste.
- Experience in,L2 level Production-Support in Application
Support for (Telecom /Insurance Domain/health Care) - Identify Automation feasibility daily work report and
co-ordinate with development team to automate reports .
P1/P2 issue Handling and joining MIM call to resolve he issue
on time - Recognized escalation needs and connected customers with advanced support .
- Worked within task management system to receive, manage and close support requests.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Worked flexible hours across night, weekend and holiday shifts.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handling Chat/Call/E-mail Suport
Analyst
HCL
Chennai
07.2014 - 01.2016
- Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.
- Determined and recommended methods to implement improvement opportunities.
- Handling Business related Queries from Client Side Involved
in Analyzing, preparing Technical Specification, Functional &
development - Diagnosed, troubleshot and resolved network and system
problems. - Identified and resolved problems through root cause analysis
and research. - Used Microsoft Word and other software tools to create
documents and other communications.
Handled 1000+ escalation on100+ Applications .
Education
High School Diploma -
Avichi Hr Sec School
Chennai 03.2011 - 04.2012
Bachelor of Science - Computer Science
Sri Muthukumaran Arts And Science College
Chennai 08.2012 - 07.2014
MBA - Human Resources Management
Pondicherry University - Loyola
Chennai 03.2019 - 01.2022
Skills
Agile Methodology
Data monitoring
Training and Development
Process change management
Key performance indicators
SQL
Technical Support
UNIX
ServiceNow
Timeline
MBA - Human Resources Management
Pondicherry University - Loyola
03.2019 - 01.2022
Senior Process Associate
Tata Consultancy Services
04.2016 - Current
Analyst
HCL
07.2014 - 01.2016
Bachelor of Science - Computer Science
Sri Muthukumaran Arts And Science College
08.2012 - 07.2014
High School Diploma -
Avichi Hr Sec School
03.2011 - 04.2012