Sruthi G

• Improved customer satisfaction by effectively handling complaints and inquiries.
• Ensured smooth running of operations with timely preparation of reports.
• Managed high volume of inbound calls for quick resolution of customer issues.
• Provided top-notch support for increased customer satisfaction.
• Participated in team meetings sharing best practices for improving service delivery.
• Offered technical support, leading to enhanced user experience.
• Contributed towards achieving store targets whilst ensuring adherence to service standards.

• Reviewed system and application logs to pinpoint component failures and validate successful scheduled job completion.
• Discussed system status, addressed technical issues, and coordinated production system changes through program standup meetings.
• Monitored critical applications and verified integrity and availability of hardware and server resources, systems, and key processes.
• Applied operating system updates, application patches, and upgrades to resolve identified security vulnerabilities and fix performance issues.
• Built internal wiki containing common incidents and resolutions for debugging and troubleshooting purposes.
• Repaired and recovered applications from software and hardware failures after notifying affected parties.

Roles and Responsibilities

• Teaching coding for students across globe( India, UK, USA and Australia).
• JavaScript is main language that used to teach.
• Coding concepts like commands, Sequences, loops, variables, Events, Functions, Debugging, Conditionals, Arrays, Mobile App creation will be taught to students.
• Used code.org, Thunkable platform to teach app creations.
• Helped students to create Chatbot in Dialog flow.
• Have taught 1700 classes so far for students across Globe.
• Students have created Food recipe App, Festival App, Calculator App .
• Guided students through exercises to challenge personal worldviews and open individual minds to different approaches.
• Communicated frequently with parents, students to provide feedback and discuss about progress of students.
• Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
• Graded and evaluated student assignments, papers and course work.

Data Center Server Management Operations

• Performed server health checks from monitoring tools like SCOM & BMC on shift basis.
• Performed application health checks in windows and Linux platforms.
• Performed antivirus checks from antivirus console and make sure that servers are updated with latest DAT on weekly basis.
• Analyzing issue of memory, CPU and hard disk using various tools like PERFMON.
• Hands on working in VMWare and exposure to using tools like HA, DRS, Vmotion, Clone, Template, P2V, snapshot.
• Handling crisis calls when required and make sure issue is resolved by coordinating with application and L3 teams.
• Strictly adhering to ITIL process like incident management, change management and problem management.
• Interacting with customers located in different locations like US,UK.
• Held 3 months record of second place most resolved incident .

Roles and Responsibilities

• Remedy and Service Now call tracking systems to log, track and manage Incidents and Service Requests.
• Provided L1 and L2 support for Windows & VMware
• Created users, groups and performed password reset on Active Directory. Created OU's and applied group policies on OU level.
• Configuring and managing DNS, DHCP .
• Gained knowledge on Group policies.
• Maintaining 1000 VM Machines using vSphere 5.1.0.
• Taking Disk space report for all servers in weekly basis.
• Performed AD checks on daily and weekly basis to keep track of alerts on servers.
• Performed Weekly reporting of uptime for all critical servers in environment.
• Managed server hardware, communicating with Hardware/Server vendor and arranging local resource to resolve Hardware related issues.
• Provided Knowledge transfer to New Joiner.
• Followed process for Decommissioning Servers as per users request .
• Managed over 5000 Incidents/Requests per year, maintaining overall resolution rate of 70-75%.
• Gained experience in troubleshooting customer issues via email, chat and telephone.
• Optimized system security and performance with proactive changes.
• Got appreciation from lead and manager for solving high priority incidents promptly.