LAKSHMIPRIYA RENGARAJ
Manor lakes,VIC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills.
Adept at working effectively unsupervised and quickly learning new skills. Result oriented as an individual and as a team Keen to learn and improve processes.
Team player and believes in team work and continuous improvement principles.
Have experience in working 12 hrs shift.
Overview
10
10
years of professional experience
1
1
Certification
Work History
GCC (Govt Commercial Cloud L1 Support)
Cognizant Technology Solutions SINGAPORE
06.2021 - 01.2024
- Preparing Managing reports for Incident, SR request, Daily Checklist
- Handling tickets via ITSM ServiceNow
- Account &Access support for Cloud users
- Daily Test cases running and test implementation
- Monitoring & Problem resolving for various services, JIRA, Zabbix, Kibana.
- Working in AWS, Azure & GCP platforms
- Due diligence of evaluating customer requirements and provide solutions
- Providing Suitable options for deployment and migration to Cloud
- Resolved customer complaints in a timely manner.
L1 Application Support (UBS BANK SINGAPORE)
Cognizant Technology Solutions SINGAPORE
04.2015 - 10.2017
- Monitoring Batch Jobs
- Answering Business user queries on the applications via email and chat
- Problem management process initiation for all apps
- Solve the possible issues with the use of knowledge article
- Follow the SLA for handling each ticket or query
- Weekly calls with Development Team
- Mentoring and Training the process and technical details of the applications to new team members.
- Assessed user requirements and recommended solutions to meet those needs.
- Monitored application logs and database tables to identify potential problems before they arise.
- Implemented changes based on customer feedback or requests in order improve overall product quality.
Service Desk Specialist (DesktopTechnical Support)
NCS Pte Ltd SINGAPORE
06.2014 - 03.2015
- Supported 41 Singapore Government agency user’s in First level trouble shooting for Technical issues
- Creating Tickets using Remedy tool for all the calls and issues reported via Phone, Emails and Web case
- Provided technical support to end-users via phone, email, and remote access.
- Managed Active Directory accounts by creating user profiles, resetting passwords.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Configured mobile devices such as laptops, tablets, and smartphones for users.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Focus on SLA for emails and calls, Average Call handling Time, and First call Resolution etc..
- Reported incidents that require escalation to higher level teams or management.
- Resolved customer inquiries in a timely manner while ensuring customer satisfaction.
- Troubleshot network connectivity issues for users both locally and remotely.
- Implemented best practices for incident resolution processes based on ITIL standards.
Education
Diploma in Electronics and Communications Engineering -
Periyar Centenary Girl’s Polytechnic
01.1999
Some College (No Degree) - Advanced Certificate in IT Infrastructure (Express
Lithan Hall Academy
Skills
- Oracle SQL
- CA Unicenter Autosys
- UNIX Shell
- ITSM
- Windows Operating System
- MS Office
- Team building
- Time Management
- Continuous Improvement
- Task Prioritization
Training
UBS Training: Anti-Money Laundering, Conflict of Interest,
Introduction to Operational Risk,
Confidentiality & Kaizen Training for 5s and Continuous Improvement,
SIX SIGMA Training
Residentialstatus
Guardian Visa (Subclass 590)
Maritalstatus
Married
Personal Information
- Date of Birth: 07/30/1981
- Gender: Female
- Nationality: Indian
Languages
- English
- Tamil
- Kannada
- Hindi
Affiliations
- I am a content creator and have my own youtube channel where i upload my other interests like cooking vlogs etc.
- Yoga and being Fit and Strong
- Trekking to High altitude mountains
Certification
● Microsoft Certified AI-900 2021
● Microsoft Certified AZ-900 2021
● AWS Cloud Practitioner 2021
Languages
English
Professional
Tamil
Native/ Bilingual
Hindi
Elementary
Telugu
Limited
Kannada
Professional
References
References available upon request.
Timeline
GCC (Govt Commercial Cloud L1 Support)
Cognizant Technology Solutions SINGAPORE
06.2021 - 01.2024
L1 Application Support (UBS BANK SINGAPORE)
Cognizant Technology Solutions SINGAPORE
04.2015 - 10.2017
Service Desk Specialist (DesktopTechnical Support)
NCS Pte Ltd SINGAPORE
06.2014 - 03.2015
Diploma in Electronics and Communications Engineering -
Periyar Centenary Girl’s Polytechnic
Some College (No Degree) - Advanced Certificate in IT Infrastructure (Express
Lithan Hall Academy
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