Swati Utekar
Pune
Summary
Dynamic Service Engineer with a proven track record at Barclays, excelling in ServiceNow configuration and incident management. Adept at optimizing change management processes and enhancing service delivery. Strong analytical skills complemented by effective training abilities, driving continuous improvement initiatives and fostering collaboration across teams. Proficient in ITIL frameworks and customer relationship management.
Overview
12
12
years of professional experience
Work History
Service Engineer- Midrange Analyst
Barclays
Pune
07.2022 - Current
- Enhanced incident management, asset management, and service catalog functionalities through ServiceNow configuration.
- Documented processes by gathering user requirements, enhancing system configurations.
- Conducted quality assurance and user acceptance testing, ensuring customized workflows met user needs.
- Optimized change management procedures by leading change advisory board meetings.
- Implemented continuous improvement initiatives through evaluation of change incidents and problems.
- Provided training on ITIL processes and ServiceNow functionalities for new team members.
- Facilitated project success through collaboration with development teams and business analysts, aligning technical solutions with business objectives.
- Showcased proficiency in software development life cycles, including Agile and Waterfall methodologies.
Technical Support Executive
CRM Services India Private Limited (Teleperformance India- Indore)
Indore
11.2015 - 09.2016
- Provided Technical Support to Yahoo Small Business via inbound calls, emails, and chats.
- Delivered technical assistance to customers, resolving issues and ensuring satisfaction.
- Resolved routine customer problems.
- Performed problem cause analysis.
- Delivered remote infrastructure support.
- Achieved defined agent productivity targets through effective support strategies.
- Identified process improvement opportunities and implemented solutions to enhance support efficiency.
Network Support Engineer
ITSOURCE TECHNOLOGIES LIMITED
Navi Mumbai
01.2015 - 06.2015
- Installed and maintained wireless devices to ensure optimal network performance.
- Conducted daily analysis to identify and resolve availability issues.
- Managed Siebel trouble tickets, coordinating resolution of network issues with relevant teams.
- Coordinated with ATS and engineering teams.
- Provided technology solutions to enhance business operations.
- Worked with Tikona Digital Network in Navi Mumbai.
Education
MBA - IT
MIT
Pune06-2024
MCA -
The Oxford College of Engineering
Bangalore05-2014
BCA -
Acharya Institute of Graduate Studies
Bangalore05-2010
Skills
- ServiceNow configuration
- Incident management
- Change management
- Asset management
- Configuration management
- Problem management
- ServiceNow scripting
- ITIL framework
- Agile methodologies
- Automation scripting
- Cloud infrastructure
- SQL querying
- Database monitoring
- Network troubleshooting
- Application monitoring
- Network security
- System administration
- Customer relationship management (CRM)
- Ethernet networking
- Technical documentation
- Applicant tracking system
Accomplishments
- Published a research paper on 'Secure Authentication of Distributed Networks by Single Sign-On Mechanism.'
- Recognized for resolving the historic issue regarding ITSO Midrange.
- Recognized for managing bandwidth for the Mainframe and Midrange Estate Team for 6 months, and 4 months alone for Midrange during the internal merger of the processes.
- Recognized for helping with automation.
Languages
- English, Proficient
- Marathi, Native
- Hindi, Proficient
Passions And Hobbies
Enjoy painting, gardening, and reading books during leisure time.
Timeline
Service Engineer- Midrange Analyst
Barclays
07.2022 - Current
Technical Support Executive
CRM Services India Private Limited (Teleperformance India- Indore)
11.2015 - 09.2016
Network Support Engineer
ITSOURCE TECHNOLOGIES LIMITED
01.2015 - 06.2015
MBA - IT
MIT
MCA -
The Oxford College of Engineering
BCA -
Acharya Institute of Graduate Studies