Leena Krishnamoorthy

Contact No: 9159650864

E-Mail: Leena.km90@gmail.com

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