Shawna Lawrence

• Worked as an associate for Tesco United Kingdom: Positions like IT Support Analyst at Colleague Engagement Centre.
• Roles such as Associate in CEC Operations Support at Tesco Bengaluru, focusing on process improvement and operational support.
• Providing a friendly and helpful experience. By connecting to the store devices through various applications (CREST, MOBI SOTI, NSM applications, etc.) and performing troubleshooting steps to resolve their issues.
• Software used was Zendesk which was Ticketing System.
• Organizes store colleague requests from various channels into one place.
• Supports assigning, tagging, and prioritizing tickets..
• Dashboards show metrics like resolution time, customer satisfaction (CSAT), and ticket backlog.
• Useful for improving agent performance and support strategies
• Technical expertise: Proficiency in supporting contact center applications, knowledge of operating systems, and experience with telephony platforms like Cisco IVR.
• Problem-Solving Abilities: Strong analytical skills to identify issues, troubleshoot problems, and implement effective solutions.
• Communication Skills: Ability to communicate effectively with colleagues at all levels, including providing clear documentation and updates on incidents and changes.
• Experience: Background in IT support, incident management, and familiarity with multichannel .

Summer Intern ITC,

ITC Factory ,39,Bengaluru 562157 (Remote)

-Worked on a project network argumentation by implementing ICs.

-Gained knowledge on manufacturing process,Worked on SMD and PMD departments . Gained valuable industry knowledge through attending seminars, workshops, and conferences related to the field of expertise during the summer internship program.

Summer Intern TE-Connectivity,

-RMZ Industrial Area Whitefield Bengaluru 560048, Worked on a project in PCB Designing.

-Collected components from Digikey software. Acquired knowledge on Altium Designer.

-By understanding the electrical parameter, Creating schematic. Created a PCB layout using schematic capture, designed PCB stackup.

-Placed the components,route the traces and added labels and identifiers Generated the layout Files.