Resume

Esther Joy. M Contact no: +91 7406000825

Email: hebbajoy16@gmail.com

Job Objective:
A Position in an organizational environment which provides me an ample
opportunity in field of IT to utilize all my abilities, skills and knowledge to
bring about the value addition to your esteem organization

Working Experience:
Infosys Technologies, Bangalore
July 2011- July 2015

Dreamz Infra Private Limited, Bangalore

August 2015 - December 2015
January 2016 - June 2016 - Certification

Technical Proficiency:

 Core Competencies : Application & Product support ,Incident

and Service Management
 Tools: ITSM, BMC, CRM tools
 Operating Systems : Windows Server 2008 ,
 Internet Platform : TCP/IP, SMTP,HTTP

Key Skills:

 Application support
 Problem Solving
 Presentation skills
 Product Support
 ITIL Frameworks

Area of Interest:
  Client Serving
 24*7-Shift flexible
 Multi-tasking
 NOC
 Team Work

Projects Handled:
Present Project:
Incident Management
Mercedes-
Benz Description: Benz R & D is one of the world’s most successful
automotive companies With its divisions Mercedes-Benz Cars, Daimler
Research & Trucks Mercedes-Benz Vans, Daimler Buses and Daimler Financial
development , Services.
Bangalore The Daimler Group is one of the biggest producers of premium cars and the
world’s biggest manufacturer of commercial vehicles with a global reach.
As part of the Daimler AG company, the Mercedes-BenzCars division
includes Mercedes-Benz and Smart car production. Head of Mercedes-
Benz Cars Marketing and Sales becoming the first western car
manufacturer to own a stake in a Chinese company

Responsibilities:

 Analysing root cause, identifying the Known Error and coordinating

actions to fix the error.
 Review the Issue Trends and Planning and Driving Improvement
Plan
 Establish continuous process improvement cycles where the process
performance, activities, roles and responsibilities, policies,
procedures and supporting technology is reviewed and enhanced
where applicable.
 Work closely with Process owners to ensure the define process
being released, maintained and established.
 Verify resolution with users and resolve Incidents in ITSM

Technical details:
Cluster : BMC Remedy, Service now tool
OS : Windows 2008
 Application Support
Microsoft
(MSIT) Description: Microsoft has made some of the best products in Information
Hyderabad technology field. In our cluster VLIT, I was handling 3 applications in
manufacturing sector.

VLSC :https://www.microsoft.com/Licensing/servicecenter/home.aspx
Volume Licensing service centre where we can find downloads and
products keys .Deliver and store is the unit which deals with storage and
retrieval of files from this secure place

CLP: Customer License Position .This calculates the summary by applying

rules such as upgrades, SA migrations, Grants it pulls LIR data CLP cannot
manually correct anything.

Responsibilities:
 Translate customer needs and requirements into application
solutions.
 Ensure that Issues assigned to their Support Groups are resolved
and that service is restored and Engagement of Third Parties
 Create environment support for a variety of applications and
programs.
 Maintain, manage and update technical system documentation
 Assisting different ways of configuring the product and helping the
customer implement it.

Technical details:
Cluster : ITSM , ITIL
OS : Windows 2008
Network : IIS, TCP/IP
Professional Trainings Undergone:

 Successfully Completed Multi Technical Training in Infosys, Mysore

 Successfully completed Certification in ITIL and ITSM Bangalore

Education Qualification:

2011-2013 Master of Information Technology (IT)

Bharathiyar University, Coimbatore with 82%

2008-2011 Bachelor of Information Technology (IT)

Bharathiyar University, Coimbatore with 75 %

2007-2008 Higher Secondary School Leaving Certificate

St.Ann's Hr. Sec. School, Ooty with 63 %

2006-2007 High School Leaving Certificate

St.Ann's Hr. Sec. School, Ooty with 80%

Personal Details:
Name M.Joy
Date of Birth 16-11-1989
Gender Female
Marital Status Married
Nationality Indian
Passport No J3737906
Permanent Address 6/436-A,Hossatty ,Aruvankadu ,The Nilgiris -643 202
Tamilnadu, India.
Language Tamil,English,Telugu,Malayalam
proficiency
Hobbies Cooking,Dancing ,Photography

Declaration:

All the details furnished above are true to my heart and to the best of my knowledge.

Date : 18-03-201 Place : Bangalore

(M.Esther Joy)