Summary
Overview
Work History
Education
Skills
Languages
Hobbies
Timeline
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Radha  Soman

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, Ireland
08.2023

Bachelor of Engineering - Electronics & Communication Engineering

Oriental College of Technology
Bhopal, M.P., 462022, India
09.2020

Higher Secondary Certificate - PCM

Carmel Convent Girls Sr Sec School
Bhopal, M.P., 462022, India
03.2016

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

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
Radha Soman