Radha Soman
Dublin
Summary
Driven and highly organized Senior Systems Engineer with approximately 2 years of Service Desk experience. Renowned for delivering excellent customer service and consistently commended for innovative problem-solving and contributions to continuous improvement. Demonstrates a strong ability to grasp and adapt to new technology, making this individual a valuable asset in dynamic environments. Proven success in efficiently managing multiple priorities with a positive attitude, and enthusiastically embraces added responsibilities to ensure team success. The skills and dedication exhibited will elevate your organization to new heights.
Overview
2
2
years of professional experience
Work History
Senior Systems Engineer
Cognizant Technology Solutions
2021.06 - 2022.08
- Skillfully managed high call and chat volumes with tact and professionalism.
- Effectively handled user calls and chats in a fast-paced, challenging environment.
- Provided comprehensive base-level IT support to clients.
- Resolved software installation failures efficiently, ensuring smooth operations.
- Stayed abreast of the latest technologies and solutions relevant to company products.
- Conducted thorough reviews of technical documentation and procedures.
- Utilized ticketing systems to manage and process actions seamlessly.
- Prioritized tasks based on severity level using ServiceNow ticketing system.
- Demonstrated expertise in Active Directory, Office 365, VPN, Zscaler, Windows 10, and SAP support, including account and email management.
- Performed root cause analysis to provide resolutions for production issues.
- Proficiently handled phone, chat, and email support, password resets, and SAP-related assistance.
- Provided after-hours support for critical applications and project efforts.
- Escalated unresolved issues promptly to the appropriate level for resolution.
- Conducted user training on hardware and software usage, enhancing overall productivity.
- Adhered strictly to change management, incident management, and escalation procedures.
Customer Support Associate
Customer Support Associate
2020.09 - 2021.03
- Offered comprehensive guidance and support to customers on Amazon.in, Amazon.com, and Amazon.co.uk platforms.
- Utilized articles and internal tools adeptly to resolve each customer's prime or retail issues promptly and efficiently.
- Skillfully handled account adjustments, providing replacements or refunds for lost or misplaced packages.
Education
Master of Science - Information Systems
University College Dublin
Belfield, Dublin 4, Ireland08.2023
Bachelor of Engineering - Electronics & Communication Engineering
Oriental College of Technology
Bhopal, M.P., 462022, India09.2020
Higher Secondary Certificate - PCM
Carmel Convent Girls Sr Sec School
Bhopal, M.P., 462022, India03.2016
Skills
- ServiceNow
- Microsoft 365
- Windows 10
- Intranet setup and repair
- Website and portal monitoring
- Excellent diagnostic skills
- Documentation
- SAP
- Active Directory
- Cisco VPN and Zscaler
Languages
Marathi
Native language
English
Proficient
C2
Hindi
Proficient
C2
French
Beginner
A1
Hobbies
Gardening, singing, traveling, and photography.
Timeline
Senior Systems Engineer
Cognizant Technology Solutions
2021.06 - 2022.08
Customer Support Associate
Customer Support Associate
2020.09 - 2021.03
Master of Science - Information Systems
University College Dublin
Bachelor of Engineering - Electronics & Communication Engineering
Oriental College of Technology
Higher Secondary Certificate - PCM
Carmel Convent Girls Sr Sec School
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