Sanyuktha Ramesh Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Roles and Responsibilities:• Take ownership of customer issues and see them through to resolution.• Research, diagnose, troubleshoot and identify solutions to resolve applications and products issues.• Maintain a knowledge base and incident run sheet per system, resolutions and known errors.• Prioritize and manage several open issues at one time.• Carry the pager and serves on the on-call, after-hours support roster.• Follow standard ITSM procedures, including communications and escalation of unresolved issues.• Support the SRE team members and take on SRE tasks from time to time• Incident troubleshooting, support and liaison with vendor and different tribes for resolution• Change and release management• Deliver on any other responsibility given by the manager.Achievements:Equifax Bravo Recognition award:• For learning a huge amount since I started on the applications and products used in Equifax and still showing an enthusiastic willingness to learn more.• For filling a big gap in the team by understanding the Business requirements and delivering the service on time followed by many customer appreciations.

Auckland, New Zealand

Roles & Responsibilities:To maintain and support business information applications, so they meet business needs. This includes:•Application configuration and data maintenance•Manage vendors to ensure delivery of quality solutions•Incident and problem management in accordance with Downer NZ processes•Manage patches, fixes, upgrades and maintenance releases in conjunction with vendors and through the Release and Change processes.•Ensure associated services are available and the systems are stable•Management of minor/major additions or configuration changes in accordance with approved processes•Involvement with the Transformation projects to MS Dynamics and Integration projects•Monitor and forecast user demand, Business Analysis•Provide timely communication to customers on all BAU support requests•Investigate and rectify incidents and problems to support users based on SLA.•Maintain applications in a serviceable condition at the lowest practical cost.•Maintain successful change performance.•Ensure the Services are fit for purpose for users and meet expectations.•Create and maintain application related upto-to-date accessible documentation which enables consistency and applications to be fully utilized.•Configure applications for new contracts and Changes for new contracts are delivered, on time and budget.•Work with user groups to identify and manage the delivery of alterations and enhancement of applications•Work with Business stakeholders to identify requirements•Identify opportunities to improve applications and work with Business users and IT Teams to evaluate and deliver service improvements•Support, implement and adhere to H&S policies and proceduresAchievements:•Many outstanding feedback from customers for quickly investigating and resolving their issues on time•Good reviews on performance by the Management team•Continuous appreciations from the Project team for successfully releasing the new projects into MS Dynamics Field service

Auckland, New Zealand

Roles and Responsibilities:• Provide timely communication to customers on all support requests• Quickly and accurately identifying and resolving support requests• On call support for International clients based in whole of NZ, Aus, Asia• Analyse incoming support, logging tickets in JIRA, providing priority and prompt customer communication• Research and identify issues reported by customers, providing training as needed• Setting up of SQL Server and other pre-requisites required for the software• Involve in Installation of the software on the server and workstations by remoting in using GoToAssist, Team Viewer, RDP, Citrix and other methods preferred by our different customers• Upgrade the software to the latest available version on the customer’s server and workstation• Send Statement Of Work (SOW) to the customers to invoice them for the CRs• Test and document the software based on the requested process• Communicate clearly and effectively to the developers to gain understanding of the solution to be applied to the support request should it involve development• Implement the solution(hotfixes, scriptfixes and CRs) to the support request and communicate this to the customer• Assist with version release, testing and documentation• Create video help documentation on all new features of Pacsoft NG with each version releaseAchievements :• Many Appreciation mails and outstanding feedback from customers for quickly investigating and resolving their issues accurately on time• Appreciation from the management team for the efforts put in to learn the software quickly in a short span of time and mastering it to assist the customers with utmost efficiency.

Chennai, Tamil Nadu, India

Roles and Responsibilities :• Level 1st , 2nd and 3rd support in Unix environment, which includes troubleshooting hardware and software issues.• Feasibility analysis of the requirement gathered from the client.• Developed business processes to distribute sample quality and performance data.• Daily created reports for vast mailings to potential media families.• Weekly created reports to send on time delivery to the client.• Daily Input files has been processed and mapped into corresponding database.• Migrating data from one database to the other within servers.• Maintaining self-versioning of project folders, which later helped when an activity was to be tracked.• Investigating and documenting various aspects of the businesses system and related processes.• Confident with taking calls and assisting customers with their faults and queries.• Troubleshooting the faults and if not resolved, assign it to the appropriate team to investigate further.• Multitasking on several systems.• Following correct process for each fault or giving solutions and guidance for the customer’s queries.• Action emails and cases assigned to me within the SLA. • Managing high priority cases till its fulfillment.• Training the new members that join the team.• Monitoring alerts so it’s escalated to the correct resolver teams with high urgency.• Effectively identifying issues in case of process failures. • Working for platinum clients associated with Nielsen.• Monitoring and analyzing daily sample performance data and determining appropriate corrective action.• Responsibility of offshore and onsite communication through bridge.• Ensuring that high priority cases are strictly following the correct process.• Notifying team via email on outages that come up, so that they are aware.• Setup conference meetings through Skype or Microsoft Lync.• Proactively involving in analyzing and giving better solutions to all the requirements of the clients.

Chennai, Tamil Nadu, India

My journey as a Technical Support Engineer began with our client Nielsen. We assist multiple clients based in different parts of US & UK with 24/7 client support.Company Profile :• Tata Consultancy Services Limited (TCS) is an Indian multinational information technology (IT) service, consulting and business solutions company Headquartered in Mumbai, Maharashtra. It is a subsidiary of the Tata Group and operates in 46 countries.• TCS is one of the largest Indian companies by market capitalization ($80 billion). TCS is now placed among the ‘Big 4’ most valuable IT services brands worldwide. Client Profile : (Nielsen)• The Nielsen Company(AC Nielsen), is a global marketing research firm, with worldwide headquarters in New York City, United States. Regional headquarters for North America are located in the Chicago suburb of Schaumburg, Illinois• AC Nielsen attempts to provide its clients with valuable insights into consumer behavior and marketing information. This is done through data collection and measurement methods that evaluate what consumers watch and what they buy.• The company collects the data, analyses it and delivers it to clients in research reports that show trends by product category, industry, geographical area or any of a number of factors.Roles & Responsibilities :• Have involved in the entire software life cycle• Experience in the domain of Retail with technologies forte as ORACLE, SQL, PL/SQL.• Direct communication with the clients and acting upon their requirements.• Experience in gathering requirements from the clients directly. • Experience in Analysing the technical feasibility and developing the codes.