Suganya C
Chennai
Summary
Dynamic Support Engineer with expertise in Navis N4 and SQL reports, delivering exceptional end-user support at Servimos Technologies. Proven track record in managing projects independently and enhancing customer satisfaction through effective communication and timely resolutions. Adept at troubleshooting and fostering collaborative relationships to drive educational program success.
Overview
14
14
years of professional experience
Work History
Support Engineer
Servimos Technologies
06.2023 - Current
- Proficient in Navis N4, XPS, Yard models, ECN4, SQL, and Oracle reports.
- Handled the Tropical project independently, providing support for the 4.0 Go Live.
- Interacted with end users, addressed issues, and provided timely resolutions.
- Arranged weekly meetings with customers, and provided timely updates.
- Analyze the Navis issues reported by the customer, arrive at an approach, perform the testing, and deliver on time.
- Deployed the new implementation in the application.
- Provided technical guidance when needed to other departments or personnel.
- Participated in after-hours on-call rotation to provide 24/7 support for critical issues.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Conducted root cause analysis for recurring problems to prevent future occurrences.
- Provided technical support to customers via call and email.
- Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
Helpdesk Associate
Servimos Technologies
08.2022 - 05.2023
- Provided first-line IT support and troubleshooting for software and system-related queries.
- Manage and support the client through wired communication, managing ticketing systems, and handling issues.
- Assisted in system maintenance and software installations to streamline operations.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Opened service tickets for clients, documenting user information and description of problem.
- Answered incoming calls, emails and chats to provide technical assistance and troubleshooting.
Program Associate
IRCDS
Tiruvallur
06.2019 - 09.2021
- Facilitated quality education in government schools.
- Ensured the foundational skills in language.
- Conducted career guidance counseling for students in grades 9–12.
- In the counseling program, I helped the students choose their right path based on their educational and professional choices.
- The career guidance program helps individuals attain knowledge, skills, information, and experience to identify justifiable career options available to them.
- Assessed student reading and learning levels, and provided remedial classes.
- Provided adolescence training to schoolgirls and conducted teacher training sessions.
Location Manager
Pratham Educational Foundation
Chennai
05.2016 - 05.2019
- Managed district-level, cross-vertical programs focused on FLN and STEM pedagogy to improve the outcome-based skills of students in government schools, Anganwadi, and the community.
- Led Anganwadi and school teams to improve children's learning levels
- Created reports, developed learning content, and trained teachers
- Coordinated projects, collaborated with government officials, and secured program approvals
- Supported and participated in the ASER survey
Cluster Resource Leader
Pratham Educational Foundation
03.2015 - 04.2016
- Conducted school camps to improve students' learning levels
- Engaged with communities and parents to enhance educational outcomes
- Organized summer classes in the community
Teacher
Shebha Matriculation Primary School
Chennai
01.2014 - 01.2015
- Served as a class teacher for 5th standard students
NRS Teacher
Municipal Primary School
Kargil Vetri Nagar
01.2011 - 01.2012
- Conducted remedial classes for dropout students to improve their learning levels
Education
D.T.ed - Teacher
Annai Theresa Teacher Training Institute
Chennai06-2011
BCA - AI & Data Science
SRM Institute of Science And Technology
Skills
- Navis N4
- XPS
- ECN4
- Yard Models
- Support end-users
- Excellent communication
- Service desk support
- Jasper iReport
- SQL Reports
- Oracle Reports
- Customer Support
- Troubleshooting
- Educational Program Management
- Content Development
- Training
- Effective communication
Websites
Languages
- English
- Tamil
- Telugu
Awards Recognition
Pat on Back Award, Servimos Technologies
Accomplishments
- Received 'Pat On Back' Award at Servimos Technologies for outstanding performance and dedication.
Timeline
Support Engineer
Servimos Technologies
06.2023 - Current
Helpdesk Associate
Servimos Technologies
08.2022 - 05.2023
Program Associate
IRCDS
06.2019 - 09.2021
Location Manager
Pratham Educational Foundation
05.2016 - 05.2019
Cluster Resource Leader
Pratham Educational Foundation
03.2015 - 04.2016
Teacher
Shebha Matriculation Primary School
01.2014 - 01.2015
NRS Teacher
Municipal Primary School
01.2011 - 01.2012
D.T.ed - Teacher
Annai Theresa Teacher Training Institute
BCA - AI & Data Science
SRM Institute of Science And Technology
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