SHILPA ELIZABETH KOSHY
Dublin,Ireland
Summary
Experienced IT Support Engineer known for resolving technical issues and enhancing system performance. Skilled at troubleshooting, network administration, and providing top-notch user support. Delivered seamless IT solutions that improved operational efficiency and user satisfaction.
Offering strong problem-solving abilities and technical aptitude with keen attention to detail. Knowledgeable about customer service, communication, and teamwork in fast-paced environments. Ready to use and develop skills in troubleshooting, network management, and technical support in IT Support Service Desk Agent role.
Overview
4
4
years of professional experience
17
17
years of post-secondary education
Work History
Sales assistant
HARVEY NORMAN
TALLAGHT, IRELAND
04.2024 - Current
- Improved customer service by efficiently handling queries and complaints.
- Hit monthly targets efficiently
- Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
- Assisted customers with product selection for optimal satisfaction.
- Managed till operations smoothly, reducing waiting time for customers.
- Monitored trends in consumer behaviour with keen attention to detail.
- Offered personalized shopping advice to enhance customer experiences.
- Trained new staff members, fostering supportive working environment.
- Learnt about new products quickly, providing comprehensive guidance to customers.
- Balanced multiple tasks simultaneously whilst maintaining high-quality customer care.
- Built strong relationships with regular customers for repeat business.
- Ensured stock replenishment in timely manner to maintain product availability.
- Collaborated effectively with team members to meet sales targets.
- Maintained knowledge of current sales promotions helping customers make informed buying decisions.
- Resolved customer complaints and process issues with proactive problem-solving skills.
- Followed company procedures and guidelines for smooth retail operations.
SENIOR SYSTEMS ENGINEER
Cognizant Technology Solutions
Pune, India
04.2021 - 09.2023
- Leads day-to-day operational support for server, storage or network infrastructures
- Builds, patches, tests (check for compatibility issues, conducts QA) and deploys complex systems and platforms meeting clients' needs and specifications
- Leads in planning and implementing changes to infrastructure with goal of enhancing performance
- Configures security settings or access permissions for groups and individuals
- Provides technical support (help desk) to users by troubleshooting problems related to network or platform performance
- Documents complex procedures and troubleshooting procedures related to systems/networks software and hardware
- Leads configuration and maintenance of office and/or production software, adjunct support and/or utility software, i.e
- Virus malware protection, office application suites and/or application software
- Works with Business Applications, vendors, consultants, contractors, and IT personnel from other City Bureaus, Divisions, and Departments
- Provides technical guidance and assistance to other IS Engineers and IS Administrators on new systems, protocols, and best practices
- Managing project timelines, budgets, and documentation
- Keeping abreast of latest advancements in technology, protocols, and practices
- Addressed all user queries in timely manner, improving customer satisfaction rates.
- Managed disaster recovery processes during unexpected downtimes.
- Led team of junior engineers, fostering collaborative work environment.
- Ensured seamless daily operation with routine system checks and updates.
- Drafted corrective action plans following root cause analysis.
Education
BACHELORS - COMPUTER APPLICATIONS
MAHATMA GANDHI UNIVERSITY
India 01.2017 - 01.2020
Master of Science - COMPUTING
Griffith College
Ireland 02.2024 - 06.2025
Certificate of Higher Education - SCIENCE
INDIAN SCHOOL
UNITED ARAB EMIRATES 04.2005 - 08.2017
Skills
- HTML
- JAVA
- PYTHON
- C
- SAP
- SERVICENOW
- Network support
- Server maintenance
- Virtualisation techniques
- VOIP system management
- Customer service orientation
- Cross-Functional collaboration
- Strategic planning aptitude
- Knowledge transfer capability
- Multitasking efficiency
- Stress tolerance
- Troubleshooting methodologies
- Incident reporting
- Security compliance awareness
- Service-Level agreement understanding
- Proactive fault finding
- Vm Ware
- Team player
- Multidisciplinary teamwork
- Customer communication
- Technical solutions development
- Written and oral communication
Accomplishments
- Yellow House captain @ School LEVEL
- Have always hit my sales target
Languages
English
Fluent
Hindi
Fluent
Malayalam
Native
Korean
Elementary
References
References available upon request.
Timeline
Sales assistant
HARVEY NORMAN
04.2024 - Current
Master of Science - COMPUTING
Griffith College
02.2024 - 06.2025
SENIOR SYSTEMS ENGINEER
Cognizant Technology Solutions
04.2021 - 09.2023
BACHELORS - COMPUTER APPLICATIONS
MAHATMA GANDHI UNIVERSITY
01.2017 - 01.2020
Certificate of Higher Education - SCIENCE
INDIAN SCHOOL
04.2005 - 08.2017
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