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    Resume - Leena

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    Biju Sasidharan
    This document contains the resume of Leena Krishnamoorthy. She has over 2 years of experience in IT infrastructure and desktop support. Her skills include troubleshooting issues for desktops, applications, networking and hardware. She is proficient in Microsoft Windows and Office and has certifications in ITIL, IT processes and Six Sigma.

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    Resume - Leena

    Uploaded by

    Biju Sasidharan
    13 views2 pages
    This document contains the resume of Leena Krishnamoorthy. She has over 2 years of experience in IT infrastructure and desktop support. Her skills include troubleshooting issues for desktops, applications, networking and hardware. She is proficient in Microsoft Windows and Office and has certifications in ITIL, IT processes and Six Sigma.

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    This document contains the resume of Leena Krishnamoorthy. She has over 2 years of experience in IT infrastructure and desktop support. Her skills include troubleshooting issues for desktops, applications, networking and hardware. She is proficient in Microsoft Windows and Office and has certifications in ITIL, IT processes and Six Sigma.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    13 views2 pages

    Resume - Leena

    Uploaded by

    Biju Sasidharan
    This document contains the resume of Leena Krishnamoorthy. She has over 2 years of experience in IT infrastructure and desktop support. Her skills include troubleshooting issues for desktops, applications, networking and hardware. She is proficient in Microsoft Windows and Office and has certifications in ITIL, IT processes and Six Sigma.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Leena Krishnamoorthy

    Contact No: 9159650864


    E-Mail: [email protected]

    System Executive
    IT Infrastructure services

    PROFILE SUMMARY

     2 years of experience in IT Infrastructure and desktop support.


     A strong ability in liaising with other functional heads for technology development to improve
    and execute plan, consistently tracking development against plan and seeking strategies for
    increasing efficiencies.
     Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications,
    local/networking printing, e-mail, connectivity, remote access, and hardware issues.
     Remote imaging, new hire setup, relocation, remote and automated updates, and remote
    support.
     Handle problem recognition, research, isolation, resolution and follow-up for difficult user
    problems, referring more complex problems to next level of technical staff.
     Participate in IT Support queue which will result in assigning and prioritizing open issues.
     Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up
    requests reporting technical problems. When appropriate, determine appropriate group for
    escalation.
     Manage issues and requests by creating, tracking and documenting technical solutions.
     Manage deliverables associated with a project by prioritizing, tracking, and completing assigned
    tasks.
     Build\deploy new workstations (desktop & laptop PC's).
     Install\upgrade hardware\software on Windows workstations.
     Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate
    group for escalation.
     Develop credibility with users by providing timely/accurate support and maintaining positive
    relations through effective user follow-up.
     Troubleshooting client connection, authentication, disconnection and latency issue.
     Perform route cause analysis, tracks and updates key performance metric.
     Acts as point of contact for all service delivery issues / pending works / escalation.
     Monitoring, Tracking and resolving Incident tickets as per SLA.
     Co-ordination with multiple service lines/Application owners for software configuration and
    troubleshooting Network issues.

    AREAS OF EXPERTISE

     Microsoft Windows (7, Vista and XP), Microsoft Office


     Help Desk Operations,
     Customer Service.
     Training.
     Technical documentation.
     Software troubleshooting.
    EMPLOYMENT DETAILS

    From June 2011 till May 2013 worked with Cognizant technology solutions as System Executive.

     Desktop support and operational objectives of the group located across multiple locations in a
    7x24x365 environment.
     Manning the critical incident conference calls and coordinating with different teams to ensure
    timely resolution.
     Prioritizing tickets based on criticality of the incidents.
     Effective handling of incidents based on ITIL V3framework.
     Working with Service remedy tool to manage incident.

    ACHEIVEMENTS

     Best new comer award


     Best customer champion award

    TRAININGS & CERTIFICATIONS

     ITIL Foundation V.3 certification


     CCP (Cognizant Certified Professional) in ITIL V3.0
     CCP (Cognizant Certified Professional) in IT IS PROCESSSPACE
     CCP (Cognizant Certified Professional) in IT IS Yellow Belt (Six Sigma)

    EDUCATION

    BCA from Sir Ramakrishna College of Arts and Science for Women, Bharathiyar University –
    Coimbatore with 76%

    PERSONAL DETAILS

    Date of Birth:           23-April- 1990


    Languages Known: English and Tamil
    Address:                    Chennai – Tamil Nadu – India

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