Abinaya.

+91-9791730073
abinaya.kumarappa@gmail.com

Experience Summary

Over 3 years of total experience in IT/ITIS. Comprehensive knowledge of the methodologies and principles of change and Incident management per the ITIL standard. Level1 trou le shooting on !esktop/laptop related issues and "nd user "scalation handling across the #lo e.

"xceptional communication$ pro lem solving and root cause identification skills. Skill Set Operating Systems: %indows &' ( %indows )$ *ac Remote services: %e "x$ !ame %are$ +mm,, +dmin$ -emote assistance$ *stsc$ *icrosoft L,nc$ .et *eeting$ Team viewer$ %e "x Email Client: *icrosoft Outlook$ Outlook "xpress. Ticketing Tool: /nicenter S!'$ 0*C -emed,$ /nit, Certifications: ITIL 12 3oundation in IT Service *anagement rofessional Experience
Organization Designation Duration

4CL Technologies Ltd -anstad8Client9 T+T+ Communications Ltd: Service desk "xecutive Senior +nal,st 5anuar, 6712 Till date 5une 6711 ; 5anuar, 6712

Organi!ation "ame 'lace of work Change )nalyst Role 'escription:

: #C$ Technologies ltd 9 #urgaon

ro%ect: &OR' (otor Company

4andle the tasks of creating specific change management plans in line with the training and orientation of emplo,ees and responsi le for assisting change management specialist in generating strategies that leads to the successful implementation of change initiatives in the organi<ation. Responsi*ilities:

4andle the tasks of developing$ implementing and defining change management strateg, -esponsi le for monitoring and evaluating organi<ation=s performance after implementing the change management process Sharing -C+ and other 3eed ack on the ma>or incidents. Organi!ation "ame Client : (afoi Randstad 9 T+T+ Communications ltd

'lace of work
Service Desk Executive:

9 Chennai

Role 'escription 4andles technical support re?uests from the Customers and provides ?uick ( efficient resolution accordingl, and also deal with handling Calls$ *ails and vendor follow up activities. Responsi*ilities:

 +ssigning and closing the ticket within SL+ and to make sure end to end follow up and ownership till ticket closure To provide 3C- to the user Laptop and desktop issues and 1'. client$ 0lack err, configurations and trou leshooting. 'roviding regular updates on call status to next level management to avoid potential customer escalation. Contri*ution: Shift S'OC managing S! Team *em er +ctivities @ Live Calls$ *ail ox monitoring$ Aueue Clearing$ 'ending Calls checking. !ail, 4uddle with Team *em ers at the eginning of the shift. *aintaining SO' of the 'rocess updates. )cademic +ackground *aster of Computer +pplication 8*C+: from Thiruvalluvar /niversit,$ with )BC in 6717. 0. Sc 8computer science:. 3rom Thiruvalluvar universit,$ with)DCin 677). 4.S.C from St. *ar,Es .*atriculation 4igher Secondar, School$ Cuddalore$ with )).6FC in 677F. S.S.L.C from St. *ar,Es .*atriculation 4igher Secondar, School$ Cuddalore$ with B1.GC in 6776. )chievements %on 0"ST '"-3O-*"- award from the client 3ord *otor Compan, %on -(- for managing the Shifts and SO' from the Client Tata Communications. ersonal 'etails .ame Sex *arital Status !ate of 0irth Languages known 4o ies 9 + ina,a.H 9 3emale 9 *arried 9 1797)91IB) 9 "nglish$ Tamil$ 4indi$ 3rench 9 'la,ing guitar$ 'ainting.

Strengths

9 Consistenc,$ patience$ hard work$ team spirit$ single@mindedness$ strong determination. ,)*inaya-

lace9 #urgaon