Tania David
Information Technology
BANGALORE,Karnataka
Summary
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Energetic employee well-versed in strong communication and organization skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Hard-working with strong organizational skills. Achieves company goals through exceptional planning and prioritization.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
3
3
Certification
Work History
SW/App/Cloud Tech Support Sr Analyst/ Incident Management
Accenture
Bangalore, India
10.2024 - 03.2025
- To drive Major Incident bridges for Platform Critical Incidents, ensuring timely Incident Management Communication to both internal and external stakeholders as per agreed upon Organizational SLA's
- Collaborate with cross-functional teams, including technical support, infrastructure, and application teams, to address major incidents effectively
- Responded to report application/service incident and initiated incident management process by facilitating bridge call to resolve incident and minimize disruption to business operations
- Responsible for monitoring client -Truist Production Platform Application, Infrastructure) and related alerts (Infra - Node, CPU, Disk, Memory; Queue, Application process, Delivery and Error Rate Percentage, Application Latency) from Dynatrace Monitoring tool, perform initial triage as per process SOP's and proactively escalating them to respective internal stake holder teams(L2 Teams- Application, DBA, Network, Systems)
- Served as primary point of contact for all communication regarding incidents, both internally and externally, ensuring stakeholders are kept informed of incident's status and resolution progress through appropriate companywide communication and notifications
- Document all relevant information related to incidents, including incident timelines, actions taken, and lessons learned, for future reference and improvement
- Escalate incidents to higher levels of management or specialized teams as needed, ensuring timely and appropriate response and support
- Additional Responsibilities
- Led and managed PMO, ensuring all projects adhered to established project management standards and best practices.
- Developed and implemented project management frameworks and processes to improve efficiency and effectiveness.
- Allocated and managed resources, including budgeting, scheduling, and personnel assignments.
- Monitored and reported on project performance, ensuring alignment with organizational goals and objectives.
- Identified, assessed, and mitigated project risks to ensure successful project completion.
- Facilitated effective communication among project stakeholders, including project teams, sponsors, and executives.
- Introduced innovative methodologies, improving overall performance.
Knowledge Management Analyst
Hewlett Packard Enterprise
Bangalore, India
02.2014 - 02.2019
- Integral part of Service Level Management team, managing critical incidents and service level agreements
- Developed and implemented SOPs, contributing to process improvements and operational efficiency
- Led training sessions and team meetings, fostering culture of continuous learning and development
- Ensured IT facilities were robust, supporting existing applications
- Managed internal and external stakeholders, providing support for projects from conception to completion
- Organized clubs, activities and meetings for local community events
- Helped users with limited IT literacy perform computer tasks
- Carried out manual, online and interactive media searches
- Stored information for easy retrieval
- Diversified library services and materials based on user feedback
- Assessed, fixed and resolved computer issues within target timeframes, completing to high quality standards
- Prioritized and delegated tasks to meet high-volume service desk enquiries whilst clearing ticket backlogs
- Implemented and supported Windows environments using expert knowledge of operating systems and servers
- Updated software certifications to maintain operational use quickly, limiting workflow disruption
- Kept up-to-date on latest IT software, updates and technologies for continual system innovation
- Communicated complex technical information clearly and concisely to non-technical audiences for improved understanding
- Led technical teams by example in delivering helpful, knowledgeable advice and resolving issues quickly and accurately
- Worked closely across digital teams, supporting digitally driven solutions and services with architecture and management
- Updated service offerings based on changing needs of users
- Provided information to library users and facilitated use of library resources
- Developed, organized, and maintained library collections
- Identified gaps in existing knowledge resources thus ensuring comprehensive coverage on all relevant topics.
Senior Technical Support Engineer
Hewlett Packard Enterprise
Bangalore, India
02.2013 - 02.2019
- Drove company growth with proactive mindset and results-oriented plans for business operations
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results
- Modelled business processes to identify strengths, weaknesses and opportunities for improvement
- Prepared statements detailing operational detail and key performance indicators
- Turned corporate mandates into actionable directives for mid- and low-level staff
- Advised senior management on facilities needs and delivered ongoing operational support
- Supported employee morale and well-being by developing positive practices cantered on career development and individual job satisfaction
- Recruited and hired staff for organizational vacancies and enforced consistent policies across workforce
- Conducted root cause analysis to formulate countermeasures to business mistakes and improve operations
- Cooperated with project partners to develop system analysis and new system design based on client specifications
- Identified patterns and communicated outcomes to customers to synthesize business requirements
- Delivered services in both clinical and residential environments to meet diverse client needs
- Coordinated and attended client meetings to assess needs, explain services and discuss treatments
- Documented all technical inquiries and resolutions clearly for future reference.
- Delivered high-level tech support with emphasis on customer service excellence.
- Handled escalated customer concerns quickly and efficiently, maintaining high retention rates.
Technical Support Representative
Hewlett Packard Enterprise
Bangalore, India
02.2007 - 03.2011
- Installed and set up applications for clients, including anti-virus software and Microsoft office
- Conducted training sessions with customers to demonstrate software updates, new systems and hardware
- Addressed and resolved SLA issues promptly using OTRS system
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Helped customers set up new systems, applications, and software
- Provided clear and concise step-by-step technical support to guide clients
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations
- Designed and perfected data recovery strategies to manage unexpected data loss or theft
- Used remote access to navigate and link to customer computers
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues
- Used support tickets to track and speed up incidents
- Logged and completed reports to submit technical details to management
- Managed daily server backups on computers to avoid data loss from computer malfunctions
- Kept computer hardware in excellent working condition through regular maintenance and inspections
- Backed up servers regularly to reduce data loss
- Upgraded hardware promptly to minimize service disruptions
- Conducted tactical troubleshooting to identify faults
- Kept detailed records of new installations and related licenses
- Entered comments to control system operation, verify functionality and detect errors
- Identified system performance issues, providing swift remedial action
- Monitored computer system performance and intervened in identified problems
- Installed new hardware and software to meet system specifications and user needs
- Updated software for new functionality and improved security
- Followed user guides and technical manuals to complete skilled repairs
- Educated service users on new software updates and system capabilities
- Improved system functionality for enhanced user experience.
Incident Manager P3/P4
DXC Technology
Bangalore
07.2023 - 10.2024
- Reports extracted on Snow
- Lead IT team in promptly addressing and resolving any disruptions that arise within company's technical infrastructure
- Helped organizations manage and implement change with minimal disruption to operations
- Used organizational data to improve team goals, plans and operating strategies for incident detection and response
- Drafting emails and sending untouched and case age incident to resolving team on daily basis
- Sending reports and case analysis to reduce count of incidents
- Quality check on sampling tickets on given parameters
- Led cross-functional teams in incident resolution and root cause analysis, ensuring timely response and minimal customer impact
- Implemented process improvements resulting in 30% reduction in incident resolution time and 70% reduction in Ageing Incidents
- Implemented Ticket quality testing and process training leads to greater results on SLA improvements, MTTR
- Analyzed ticket data month on month and collaborated with technical teams, resulting in 35 Percent reduction in overall ticket count
- Created Dashboards in ServiceNow for Incident, Change, Problem tickets for both technical and Functional Teams resulted in automated ticket monitoring, effective ticket assignments and closure
- Prepared reports, dashboards using Excel and Power BI for Directors and for Client Visits
SIAM Service Request Manager
DXC Technology
Bangalore, INDIA
04.2022 - 10.2024
- Successfully managed and tracked service requests, ensuring SLA compliance and customer satisfaction
- Demonstrated expertise in prioritizing and escalating critical requests, enhancing service efficiency
- Led performance reviews, identified areas for improvement.
- Supervised project timelines for timely completion.
- Fostered positive work environment with regular team-building activities.
- Delivered high-quality products to increase customer satisfaction.
- Cultivated strong relationships with clients to secure repeat business.
- Delegated tasks efficiently to productivity.
- Facilitated staff training, resulting in better customer service.
- Managed team dynamics by implementing conflict resolution strategies.
L2 SCM (Supply Chain Management)
Cresc Data Soft (Living Source International) Ltd
Bangalore, India
03.2019 - 03.2022
- Managed comprehensive service operations for USA and Canada customer accounts, including order processing and inventory management
- Played pivotal role in enhancing customer satisfaction through effective product support and troubleshooting
- Streamlined data processing and maintenance, ensuring accuracy and timeliness in high-volume environment
- Reconciled Purchase Orders (POs) to produce accurate inventory reports
- Prepared month-end closing entries to maintain detailed reporting and recordkeeping
- Chased missing transactions to help facilitate timely payments
- Assisted with receiving, processing, and verifying all invoices related to accounts payables
- Managed internal inbox, assigning queries, and responding within strict internal SLAs
- Recorded potentially recoverable charges and distributed cases to internal teams, tracking and proactively managing for quick resolution
- Kept general ledger documents updated for accurate transaction records
- Prepared invoices based on contract terms and distributed to customers
Education
Bachelor of Education - Education
Dhanwantri College of Education
Bengaluru, Karnataka 03.2018 - 09.2020
Bachelor of Arts - History, Economics, Political science, Sociology
Sharadha college
Bengaluru, Karnataka 06.2014 - 04.2017
Skills
- Calm under pressure
- Problem-solving
- Communication skills
- Team building
- Leadership
- Multilingual
- AI understanding
- Machine learning application
- Artificial intelligence utilization
Languages
English
Fluent
Hindi
Fluent
Tamil
Fluent
Malayalam
Native
Kannada
Fluent
Telugu
Beginner
Affiliations
- Solo Traveller
- Baking, cooking,
- Built a team for Social Work (non funded organization) and worked closely toward good hygiene, food and education
Accomplishments
Quarter 3 performer in the year 2022 to 2024 In DXC technology for filling process Gaps and executing by creating SOP's
Risk escalation
Certification
ITIL V 4 Foundation
SIAM Professional
AWS cloud practitioner
References
References available upon request.
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