Leena Krishnamoorthy
Contact No: 9159650864
E-Mail: Leena.km90@[Link]
System Executive
IT Infrastructure services
PROFILE SUMMARY
2 years of experience in IT Infrastructure and desktop support.
A strong ability in liaising with other functional heads for technology development to improve
and execute plan, consistently tracking development against plan and seeking strategies for
increasing efficiencies.
Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications,
local/networking printing, e-mail, connectivity, remote access, and hardware issues.
Remote imaging, new hire setup, relocation, remote and automated updates, and remote
support.
Handle problem recognition, research, isolation, resolution and follow-up for difficult user
problems, referring more complex problems to next level of technical staff.
Participate in IT Support queue which will result in assigning and prioritizing open issues.
Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up
requests reporting technical problems. When appropriate, determine appropriate group for
escalation.
Manage issues and requests by creating, tracking and documenting technical solutions.
Manage deliverables associated with a project by prioritizing, tracking, and completing assigned
tasks.
Build\deploy new workstations (desktop & laptop PC's).
Install\upgrade hardware\software on Windows workstations.
Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate
group for escalation.
Develop credibility with users by providing timely/accurate support and maintaining positive
relations through effective user follow-up.
Troubleshooting client connection, authentication, disconnection and latency issue.
Perform route cause analysis, tracks and updates key performance metric.
Acts as point of contact for all service delivery issues / pending works / escalation.
Monitoring, Tracking and resolving Incident tickets as per SLA.
Co-ordination with multiple service lines/Application owners for software configuration and
troubleshooting Network issues.
AREAS OF EXPERTISE
Microsoft Windows (7, Vista and XP), Microsoft Office
Help Desk Operations,
Customer Service.
Training.
Technical documentation.
Software troubleshooting.
EMPLOYMENT DETAILS
From June 2011 till May 2013 worked with Cognizant technology solutions as System Executive.
Desktop support and operational objectives of the group located across multiple locations in a
7x24x365 environment.
Manning the critical incident conference calls and coordinating with different teams to ensure
timely resolution.
Prioritizing tickets based on criticality of the incidents.
Effective handling of incidents based on ITIL V3framework.
Working with Service remedy tool to manage incident.
ACHEIVEMENTS
Best new comer award
Best customer champion award
TRAININGS & CERTIFICATIONS
ITIL Foundation V.3 certification
CCP (Cognizant Certified Professional) in ITIL V3.0
CCP (Cognizant Certified Professional) in IT IS PROCESSSPACE
CCP (Cognizant Certified Professional) in IT IS Yellow Belt (Six Sigma)
EDUCATION
BCA from Sir Ramakrishna College of Arts and Science for Women, Bharathiyar University –
Coimbatore with 76%
PERSONAL DETAILS
Date of Birth: 23-April- 1990
Languages Known: English and Tamil
Address: Chennai – Tamil Nadu – India
