SRILAKSHMI D
Purasaiwalakam
Overview
9
9
years of professional experience
Work History
SENIOR PROCESS ANALYST
BARCLAYS GLOBAL SHARED SERVICES PVT LTD
4 2023 - Current
- Verification of Employment: Ensure the payslips are from a legitimate employer
- Check the company name, address, and contact details
- Income Assessment: Calculate the applicant’s gross and net income from the payslips
- Ensure consistency across multiple payslips, typically reviewing at least two to three recent ones
- Income Type: Identify whether the income is base salary, overtime, bonuses, commissions, or other types
- Ensure any variable income is stable and documented
- Employment History: Confirming stable and sufficient employment or income sources
- Self-employed borrowers may need to provide additional financial documentation like profit/loss statements
- Pay Frequency: Confirm the pay frequency (weekly, bi-weekly, monthly) and convert the income to an annual figure if necessary for comparison against debt ratios
- Deductions: Review deductions on the payslips (e.g., taxes, insurance, retirement contributions) to understand the applicant’s net take-home pay
- Consistency and Trends: Look for consistency in earnings over time
- Note any trends, such as fluctuations in income that may indicate instability
- Additional Documentation: If there are discrepancies or irregularities, request additional documentation (e.g., tax returns, W-2s) for verification
- Red Flags: Watch for signs of potential fraud, such as altered payslips, missing employer information, or unusually high income without corresponding documentation
- Compliance Check: Ensure that the income reported aligns with the lender’s guidelines for qualifying income
- Debt-to-Income Ratio (DTI): Calculating the DTI ratio to determine if the borrower can manage monthly mortgage payments along with existing debt
- Property Value Assessment: Ordering a home appraisal to ensure the property’s value is equal to or greater than the loan amount
- Final Assessment: Integrate the findings from the payslip review into the overall assessment of the applicant’s financial situation and creditworthiness.
SENIOR SYSTEM ENGINEER
COGNIZANT TECHNOLOGY SOLUTIONS
02.2022 - 03.2023
- Providing answers to supplier queries regarding procurement procedures, prerequisites, and the submission of bids or proposals
- Providing guidance and clarification regarding the procurement policies and procedures of the organization
- Assisting in the creation, modification, and maintenance of purchase orders, contracts, and other procurement-related documents
- Offering technical assistance for procurement-related matters
- Addressing and resolving any issues or disputes that may arise during the procurement process, such as delays, quality concerns, or payment disputes
- Generating reports and conducting data analysis pertaining to procurement activities
- Ensuring that procurement practices comply with legal and regulatory requirements, as well as internal protocols
- Soliciting feedback from users of the procurement support services to continuously enhance processes and service quality
- Monitoring and evaluating supplier performance to guarantee compliance with contractual obligations and the delivery of high-quality goods or services
- Handling and escalating urgent or complex procurement issues to higher authorities when necessary
- Customizing and configuring the ServiceNow platform to align with IT service desk procedures, encompassing incident management, request fulfillment, and problem resolution
- Receiving, logging, categorizing, prioritizing, and assigning incident and service request tickets via the ServiceNow system
- Ensuring the timely resolution or escalation of issues in accordance with service level agreements (SLAs).
CONTRACTOR – SERVICE DESK ANALYST
SCORG INTERNATIONAL PVT LTD
03.2021 - 02.2022
- Respond promptly and professionally to inquiries, emails, and phone calls from internal staff, suppliers, and vendors regarding procurement processes, policies, and procedures
- Provide guidance and assistance to stakeholders in navigating procurement systems and platforms
- Investigate and resolve procurement-related issues, discrepancies, and disputes in a timely manner
- Collaborate with the procurement team to resolve complex problems and ensure satisfactory outcomes
- Maintain accurate records of procurement inquiries, issues, and resolutions
- Identify opportunities for process improvement and contribute to the enhancement of procurement support services
- Provide feedback to the procurement team to streamline processes and improve overall efficiency
- Provide step-by-step instructions and guidance to users to prevent future issues
- Maintain accurate records of account unlock and password reset activities, including ticket details and resolutions
- Implement and enforce security measures, including encryption, remote wipe, and conditional access policies
- Maintain detailed documentation of Intune configurations, policies, and procedures
- Generate reports on device compliance, security incidents, usage analytics, password-related incidents and trends
- Configure and customize the ServiceNow platform to align with IT service desk processes, including incident management, request fulfillment, and problem resolution
- Receive, log, categorize, prioritize, and assign incident and service request tickets via ServiceNow
- Ensure timely resolution or escalation according to service level agreements (SLAs)
- Document common issues and solutions for reference by the IT service desk team and end-users
- Utilize ServiceNow for asset tracking and management, including hardware and software inventory.
SR. ASSO – TECHNICAL SUPPORT
TECH MAHINDRA LIMITED
12.2018 - 12.2019
- Provide initial technical assistance for NBN-related problems, including connectivity issues and equipment setup, and escalate issues to NBN Co or service providers when necessary
- Coordinate technician assignments for modem box and electrical issues, and ensure timely issue resolution
- Respond to user inquiries through phone, email, or ticketing system regarding NBN concerns
- Offer guidance to end-users on NBN modem setup, Wi-Fi configuration, and troubleshooting, addressing connectivity issues
- Diagnose and resolve NBN connectivity problems, including router configuration, network congestion, and line quality
- Collaborate with users to identify potential in-home network interference or problems
- Maintain detailed records of service requests, troubleshooting, and resolutions
- Document common issues and solutions for reference by the service desk team
- Stay updated on NBN technology, service plans, and maintenance schedules
- Share NBN-related knowledge and updates with the IT service desk team
- Communicate with end-users to ensure satisfactory resolution of NBN-related issues
- Monitor and report on NBN service performance and reliability.
SENIOR ENGINEER
CSS CORP PRIVATE LIMITED
04.2017 - 10.2018
- PROJECT 2: ACCOUNT MANAGEMENT HELP DESK
- Create, modify, and deactivate user accounts based on organizational policies and access requests
- Ensure the accuracy and completeness of user profiles, including role-specific permissions and group memberships
- Implement and enforce access control measures to protect sensitive data and systems
- Monitor and manage user access privileges, including regular access reviews and audits
- Assist users with password resets, account unlocks, and authentication issues
- Ensure timely removal of access privileges for terminated or inactive users
- Enforce security policies, standards, and procedures related to account management and access control
- Collaborate with the security team to address vulnerabilities and security incidents
- Maintain detailed records of account-related activities, access changes, and incidents
- Generate reports on access control compliance and account management activities
- Provide training and guidance to end-users and staff on account management and security practices
- Collaborate with the incident response team to mitigate risks and implement corrective actions
- PROJECT 1: TECHNICAL SUPPORT HELP DESK
- To be the initial contact for Vonage employees seeking technical help with cloud communication and unified communication services
- Address inquiries through phone, email, or ticketing system and provide clear solutions
- Diagnose and fix problems with Vonage's cloud communication tools, VoIP services, and unified communication apps
- Resolve hardware and software issues on user devices impacting communication services (computers, phones, headsets, etc.)
- Assist users with Vonage service setup, including profiles, call routing, and integration with other communication tools
- Maintain detailed service request records, incident reports, and resolutions
- Document common problems and solutions for reference by the service desk team and end-users
- Staying updated on Vonage's products, services, and industry trends in cloud communications
- Share updates and knowledge with the IT service desk team and provide training as needed
- Communicate with end-users after issue resolution to ensure satisfaction and service performance
- Monitor and report on the reliability and performance of Vonage communication services.
CONSULTANT
SUTHERLAND GLOBAL SERVICES
08.2015 - 07.2016
- Handle passenger name records, assist with bookings, seat assignments, and requests while ensuring compliance with airline policies
- Aid passengers with frequent flyer program queries, including miles, tiers, and promotions
- Guide passengers through web check-in, address issues, and provide boarding passes
- Resolve web check-in issues, answer passenger inquiries professionally, and maintain excellent service standards
- Provide accurate and current flight details, including schedules, delays, and gate changes
- Maintain detailed passenger interaction records, ensuring compliance with policies and regulations
- Log customer inquiries and categorize them in the ticketing system for efficient handling
- Track ticket progress, follow up on open tickets, and generate reports on key metrics
- Address escalated concerns with a focus on retaining and satisfying customers
- Share customer insights with relevant teams to improve product or service quality and contribute to knowledge base updates.
Education
MBA - Finance
Pondicherry University
Chennai, India 04.2001 -
Bachelor of Arts - COMMERCE (C.S)
Pondicherry University
Chennai, India 04.2001 -
Skills
Critical thinking abilities
Training and Mentoring Experience
Process improvement strategies
Business Process Design
Timeline
SENIOR SYSTEM ENGINEER
COGNIZANT TECHNOLOGY SOLUTIONS
02.2022 - 03.2023
CONTRACTOR – SERVICE DESK ANALYST
SCORG INTERNATIONAL PVT LTD
03.2021 - 02.2022
SR. ASSO – TECHNICAL SUPPORT
TECH MAHINDRA LIMITED
12.2018 - 12.2019
SENIOR ENGINEER
CSS CORP PRIVATE LIMITED
04.2017 - 10.2018
CONSULTANT
SUTHERLAND GLOBAL SERVICES
08.2015 - 07.2016
MBA - Finance
Pondicherry University
04.2001 -
Bachelor of Arts - COMMERCE (C.S)
Pondicherry University
04.2001 -
SENIOR PROCESS ANALYST
BARCLAYS GLOBAL SHARED SERVICES PVT LTD
4 2023 - Current
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