Summary
Overview
Work History
Education
Skills
Timeline
Generic
KAVITA KOKATNUR

KAVITA KOKATNUR

Melbourne,VIC

Summary

Astute IT Support desk Analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.In addition, I can offer 13 years experience.

Overview

14
14
years of professional experience

Work History

IT Specialist and Support Desk Analyst

PROBE
02.2016 - Current
  • Handled extensive daily call traffic with efficiency using advanced telecommunication tools.
  • Employed a strategic approach to obtain insights into customer support, account concerns, and technical matters.
  • Instructed users in effective usage of technological resources through detailed procedures.
  • Answered user inquiries to resolve computer software or hardware operation problems
  • Maintained up-to-date records of customer contacts and conversations in the CRM (Salesforce) system
  • Interacted with clientele to understand requirements and address concerns.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.
  • Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
  • Supported budgeting processes by providing accurate forecasts and timely variance analyses.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
  • Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
  • Optimized resource allocation by conducting thorough cost-benefit analyses on potential investments.
  • Influenced product development decisions by providing detailed market analysis reports.
  • Improved financial forecasting, meticulously analyzing past and current financial data.
  • Streamlined data collection methods to improve speed and accuracy of analysis.
  • Streamlined reporting processes, significantly reducing time required to generate insights.
  • Led team in developing predictive model that forecasted trends, informing business decisions.
  • Improved team collaboration with implementation of new communication tools.
  • Drove revenue growth by identifying underperforming areas and recommending solutions.
  • Led cross-functional teams in strategic planning sessions, aligning efforts with company goals.
  • Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.

Testing and Support Desk Analyst

Global Edge Technologies
01.2015 - 02.2016
  • I was involved in understanding the new product features in less time and worked on complete feature testing
  • Involved in updating builds on local targets, virtual machines, using Tera Term
  • Involved in Bluetooth connectivity, HMI, navigation, and speech testing for different phones (profiles) with the reference target
  • Involved in testing features such as multimedia, which includes CD/DVD, both audio and video; navigation; BT features such as HFP (AG and HF); and PIM (PIM is a service used to synchronize calendar, tasks, notes, emails, reminders, contacts, SMS, and call stacks); A2DP/AVRCP audio profiles
  • Identifying the bugs (if any) in Target (HU) software, and reporting the same to the client using the Elvis bug tracker
  • Involved in reading the Software Requirement Specification document for understanding the requirements
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.
  • Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
  • Supported budgeting processes by providing accurate forecasts and timely variance analyses.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
  • Optimized resource allocation by conducting thorough cost-benefit analyses on potential investments.
  • Improved decision-making processes, providing senior management with detailed analysis and actionable insights.
  • Conducted in-depth market analysis to identify trends, guiding strategy adjustments for competitive advantage.
  • Drove revenue growth by identifying underperforming areas and recommending solutions.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.

IT Support and Project Engineer

Wipro Technologies
03.2011 - 01.2015
  • Involved in the testing of various SAP modules, like MRS, PWBS, OWBS, and CPRO
  • Involved in analysing the current business process across other applications and identifying the scope of process improvement
  • Involved in understanding the business requirement specifications and preparing the functionality understanding document
  • Involved in preparing the Test Audit Report and Traceability Matrix
  • Involved in writing, reviewing, and executing test cases, and also test data preparation
  • Involved in status meetings
  • Reporting issues in Bugzilla
  • Provided technical expertise throughout all phases of the project, ensuring accurate execution of designs and specifications.
  • Maintained records for each project and engineering discipline.
  • Monitored installation of materials and equipment for compliance with drawings and specifications.
  • Completed construction tasks while providing safe working conditions, staying on budget and meeting project deadlines.
  • Ensured quality control for all aspects of the project, reducing defects and rework.
  • Developed detailed project plans to ensure timely completion and deliverables were met.
  • Determined and scheduled priorities as required to progress engineering work.
  • Coordinated cross-functional teams, fostering collaboration to achieve project goals.
  • Managed budgets effectively for multiple projects, ensuring financial targets were met.
  • Identified risks and implemented mitigation strategies, minimizing potential issues during the project lifecycle.
  • Reviewed contractor proposals to determine favorable partnerships for on-time and under-budget project completion.
  • Reduced project timelines with proactive planning and close monitoring of progress.
  • Recommended improvements for design, construction means and materials based on field or changing conditions.
  • Improved communication among stakeholders through regular updates and meetings.

Education

Bachelor of Engineering - Computer Science

Visvesvaraya Technological University

Skills

  • CRM software
  • Software troubleshooting
  • Compliance testing
  • Cross-functional teamwork
  • Writing use cases
  • Test execution
  • Microsoft office
  • Analytical thinking
  • MS Excel
  • Time management
  • Team collaboration and leadership
  • Attention to detail
  • Documentation and reporting
  • Project management
  • Excel proficiency
  • Information gathering
  • Critical thinking
  • Data research and validation
  • Decision-making
  • Process improvements
  • Data processing
  • Continuous improvement

Timeline

IT Specialist and Support Desk Analyst

PROBE
02.2016 - Current

Testing and Support Desk Analyst

Global Edge Technologies
01.2015 - 02.2016

IT Support and Project Engineer

Wipro Technologies
03.2011 - 01.2015

Bachelor of Engineering - Computer Science

Visvesvaraya Technological University

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KAVITA KOKATNUR