Dhriti Murugesan Email & Phone Number

• Analyzing, troubleshooting, and resolving technical issues • Creating, maintaining, backing up and restoring databases• Monitoring, stopping, and starting Progress services, agents etc.• Performing code promotion, compiling using YAB tool• Execute Linux commands and scripts to resolve record locking issues• Providing application support like user, security role setup, data loading using Excelerator, Excel Integration, CIM tools• Performing QXtend system administration tasks and resolving integration issues• Providing functional support in QAD Distribution module and user administration• Training end users in using various QAD functions, tools, processes etc.• Managing software projects and communicating with stakeholders• Documenting processes and monitoring system performance metrics

Rock Hill, South Carolina, United States

• Part of 11-member support team responsible for managing about 60 customers • Manage software requests and issues submitted by customers through issue tracking system, phone calls, emails etc.• Analyze functional and technical issues and provide solutions to customers’ tickets and search Support Knowledgebase solutions to address customer issues• Collaborate with stakeholders and project teams in managing projects• Coordinate software development life cycle (SDLC) activities• Coordinate with the owners of the support and project tickets to ensure timely resolution of the incidents in accordance with Service Level Agreements (SLA)• Update support tickets, update their status, and communicate to customers and stakeholders• Manage communication with customers, team managers and ticket owners to ensure and improve customer service• Schedule periodic meetings with 5 team managers to review critical issues to take appropriate actions to address them• Formulate reusable solutions to new, unique issues, and enhance existing solutions and document them in SIG SharePoint repository

Mt. Laurel, New Jersey, United States

• Worked as Support Consultant in QAD Support Center, Mt. Laurel, NJ as part of on-the-job training.• Review and respond to customers on their support tickets and update their status, document the resolution in accordance with Service Level Agreements (SLA).• Escalate complex problems or software bugs requiring high-level technical and business expertise to the appropriate departments like R&D, Product Management etc.• Learned customer support operations, support ticket management, JIRA, and other tools to manage support tickets.• Worked in an agile software development environment during the development of QAD AUX applications and software quality assurance.

Chennai, India

I learned accounting operations related to accounts payables, receivables, inventory receipts, shipment process etc in this chemical distribution company which has international distribution network.

Ventura, Ca

I tutored young students in subjects like Math and English.

Bachelor Of Business Administration (B.B.A.), 8.0

Activities and Societies: Upheaval, Bizad (Annual International Business Conference)• As Co-Convenor of Bizad, annual International.

Bachelor Of Business Administration - Bba