Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Personal Information
Hobbies and Interests
Projects
Timeline
Generic

Shruthi Pandi

Melbourne,Victoria

Summary

Aspiring to be a part of the organization and to build a successful career by working in a challenging environment and to be an asset to the company. Dynamic Application Support Analyst committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.

Overview

10
10
years of professional experience

Work History

Application Support Analyst

Ivy Comptech
Hyderabad
09.2020 - 05.2023
  • Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
  • Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
  • Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
  • Contributed to application testing efforts, identifying defects and collaborating with developers on fixes prior to release.
  • Reduced downtime by implementing robust monitoring tools that identified potential problems before they became critical.
  • Enhanced application performance by identifying and resolving technical issues in a timely manner.
  • Continuously updated technical skills through training sessions, industry certifications, and participation in relevant conferences to provide top-notch support for evolving technologies.
  • Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Used ServiceNow, JIRA etc., to track, maintain and update trouble tickets.
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.

Customer Support Specialist

Innopark India Pvt Ltd
Hyderabad, India
  • Streamlined communication between departments for enhanced client support and faster issue resolution.
  • Initiated proactive outreach efforts towards at-risk customers, reducing churn rates significantly over time.
  • Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
  • Reduced call center wait times by efficiently managing incoming requests and delegating tasks effectively.
  • Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
  • Boosted sales revenue with upselling strategies tailored to individual customers'' preferences and requirements.
  • Implemented new CRM software that improved internal processes and increased overall efficiency within the team.
  • Trained new team members on company policies, CRM systems, and best practices to ensure consistent service quality.
  • Conducted thorough analysis of customer data, identifying trends that informed future company initiatives aimed at improving client retention rates.
  • Enhanced cross-selling opportunities by understanding customer needs and recommending relevant products or services.
  • Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed.
  • Devised creative solutions addressing unique challenges faced by individual customers, ultimately boosting overall satisfaction scores.

Data Base Executive

Just Dial Ltd
Hyderabad, India
09.2013 - 03.2016
  • Collaborated with cross-functional teams to identify data requirements, guiding the design of relational database structures accordingly.
  • Developed custom scripts for automating routine tasks, increasing productivity and reducing manual errors.
  • Served as liaison between database administration and other IT functions, fostering a collaborative environment for the successful resolution of complex technical challenges.
  • Enhanced database performance by optimizing queries and indexing strategies.
  • Initiated process improvements through detailed analysis of existing workflows, resulting in more streamlined operations across departments.
  • Partnered with subject matter experts in continuous improvement process, upgraded data quality and recommended innovative information management strategies.

Education

B.Tech CSE -

Sridevi Women's Engineering College, JNTU University
Hyderabad
04.2016

Skills

  • System Analysis
  • Customer Support
  • Configuration Management
  • Ticket management
  • Incident Management
  • Defect Identification
  • Log Analysis
  • Problem-solving abilities
  • Technical Analysis
  • Systems Analysis
  • Analytical Thinking

Accomplishments

  • Presented paper on Wibree at VNR- Vignan Jyothi Engineering College
  • Active Participation in organizing cultural events in Inter and participated in various school competitions
  • Active Volunteer with NSS (national service scheme)

Languages

English
Hindi
Telugu
Tamil

Personal Information

  • Father's Name: P. Madan Mohan
  • Date of Birth: 09/08/90
  • Marital Status: Married

Hobbies and Interests

  • Browsing
  • Watching Comics
  • Playing Games

Projects

Popularity ranking system in shopping malls, Software job school, C#, SQL, Windows XP, 3, Team leader, 45 days Administration management system, Software job school, C#, SQL, Windows 7, 3, Team leader, 45 days

Timeline

Application Support Analyst

Ivy Comptech
09.2020 - 05.2023

Data Base Executive

Just Dial Ltd
09.2013 - 03.2016

Customer Support Specialist

Innopark India Pvt Ltd

B.Tech CSE -

Sridevi Women's Engineering College, JNTU University

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Shruthi Pandi