Nagalakshmi Seelam

Working for Client: Worley and Air Canada

I assist clients with software and hardware, diagnose issues, and provide step-by-step solutions. I customize applications, document technical problems, and escalate unresolved issues. Client satisfaction is key; I follow up, gather feedback, and contribute to technical documentation.

Skills: Active Directory, Snow, Jira, Confluence, Windows, iOS, Office 365, Hardware and software configurations

Client: UBS

In my previous role as a Senior Configuration Engineer at Luxoft, I managed two applications for UBS, overseeing software components. I acted as the initial point of contact for the DEV team, resolved incidents, and approved various requests. I successfully implemented a change management strategy, reduced project risks, and contributed to improving employee engagement. I also handled technical tasks, including certificate management and deployments using GitLab. I conducted lower environment deployments to thoroughly test and validate system updates before their deployment to the production environment, ensuring the stability and reliability of the software.

Skills: Change management, SQL, Snow, Confluence, Jira, Java, UAT deployments, Git lab. Appdir.

In my previous role at Ricoh-USA project in a support capacity, I was responsible for resolving ServiceNow (Snow) tickets utilizing Active Directory, Kaseya, and Microsoft Office 365. My duties included creating new user profiles in Active Directory and Office 365, granting access to various portals in response to ServiceNow incidents and requests, and managing user terminations in accordance with company policies.

I also engaged with customers through remote control sessions to address issues related to Outlook, Office 365, and other IT matters. Additionally, I worked with various VPNs as necessitated by ServiceNow tickets to ensure effective problem resolution.

Skills: Active Directory, VPN, Five9, Cisco, O365 applications, Azure, Remote connections, Hardware and software configuration.

Client: Volvo

In my previous role in Level 2 Support at Volvo Group, I resolved ServiceNow (Snow) tickets using tools such as IBM Toolkit, IBM MQ Explore, rfhutil, Confluence, and XML. My responsibilities included assigning Snow tickets to the relevant groups, communicating with solution architects for necessary information, and ensuring the timely update and closure of tickets. I also organized and led weekly support team meetings and provided regular updates to solution experts.

Furthermore, I actively participated in integration training and earned certification as a Volvo integration developer.

Skills: SQL, Java, IBM MQ Explore, IBM MQ Toolkit, Rfhutil, Confluence, SNow, XML, Jira

In my previous role, I handled customer calls across the EU region, resolving inquiries and ensuring top-notch service. I managed tasks such as ticket rebooking, new bookings, cancellations, and refunds. Guided customers on Qatar Airways' website usage, including hotel allowances. I also provided assistance to frequent flyers in optimizing their miles and points usage and addressed unresolved travel agency issues effectively.

Skills: Amadeus, Cisco Phone, Time Management, Problem-Solving, Conflict Resolution.

Client: SBI Bank

I was responsible for creating SBI Lessons as part of SBI Training initiatives. These lessons comprised two categories: Conversions and New Developments. Conversions involved transforming existing Flash files into HTML5, enhancing their quality. On the other hand, New Developments entailed crafting high-quality files tailored to meet specific SBI client needs.

Technologies: HTML5, CSS, JavaScript jQuery and SQL