Priya Namasivayam

● Result-oriented, skilled support professional with more than 15 years of experience in software technology on various roles like Senior Designated Support Engineer, Senior Technical Support Analyst.

● Self-initiative, customer focused Technical Support professional with extensive knowledge of work prioritization, support escalation process, involving different cross-functional teams to meet support SLA.

● Excellent written and oral communication skills with other core competencies like good problem-solving skills, customer relationship management, concise process documentation (SOP), presentation skills, training expertise, etc.,

● Capable of multi-tasking various support issues under pressure, dealing challenging customers with positive attitude and embracing companies’ core values.

● Have hands-on experience in different phases of ITIL.

- Incident Management - Operations Management (Trend and Gap Analysis)

- Change Management - Knowledge Management (KCS)

- Release and Deployment Management - Service Level Management (SLA, OLA, UC, SOP, SIP)

- Escalation Management - ITIL Metrics (PI, KPI, CSF, CSAT, NPS, CSI)

- Financial Management (Budgeting, Accounting, Charging, TCO, Cost-Benefit Analysis, ROI)

- Workforce Management (Skills Gap Analysis, Gross Staffing, Sourcing, Scheduling)

- Performance Reports (Executive dashboard, morning reports)

● Certified Support Center Manager from HDI (Help Desk Institute Association)

● Master Degree – Computer Applications, University of Madras, India – 1998

● Bachelor of Science (Computer Science) – – 1995: University Topper in Bachelor Degree.

● Award: Gumby Award by Chevron Exploration for “The Best Support Professional”.

● Operating Systems – Windows Servers, RedHat Linux.

● Databases – Oracle 9i through 11g, Microsoft SQL Server, MySQL.

● Web Servers– Apache Tomcat both on Linux and Windows, WebLogic Server.

● Languages and Tools: Java, JavaScript, PERL, C, Shell Script/Cron scripts for Linux

● Others– JIRA, Salesforce, Remedy, VMWare vSphere, VMWare vCloud.

● Documentum related Suites Suites – Documentum Content Server, Trusted Content Services, FAST, xPlore, BOCS, DMS, IDS, Retention Policy Services (RPS), CTS products like DTS, ADTS, MTS, AVTS, Content Services for SAP, Webtop, Application Connectors, Reporting Services (DRS), Brava, etc.,

Roles: Senior Designated Support Engineer II

● Sr. Designated Support Engineer for 4 major high profile customers like Boeing, Chevron, Toyota Financial Services and Thermofisher, as a central