SAIASHWINI GOPINATH

Software Engineer

Chennai, Tamil Nadu, India11 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 8 years of IT support experience
Expert in ITIL implementation and process optimization
Proven track record in enhancing user experience

Stackforce AI infers this person is a skilled IT support professional with expertise in service desk management and ITIL operations.

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Skills

Core Skills

Itil OperationsService Desk ManagementSystems ManagementSoftware Development

Other Skills

ITILProcess OptimizationWindows 11macOS VenturaSQLReport OptimizationTroubleshootingBusiness DevelopmentStrategyJavaHTMLJavaScriptC++Microsoft SQL Server

About

I am the SME of Results-driven service desk for more than 8 years of experience in leading high performing IT support teams. Expert in streamlining service delivery and enhancing user experience through strategic ITIL implementation and process optimization. Committed to fostering a collaboration work environment that encourages continuous improvement and excellence in service delivery.

Experience

11 yrs

Total Experience

3 yrs 11 mos

Average Tenure

4 yrs 11 mos

Current Experience

Walmart

System Engineer

Jul 2021 – Present · 4 yrs 10 mos · Chennai, Tamil Nadu, India · Hybrid

Reduced ticket resolution time by 30% through implementation of SOPs and training programs.
Oversaw migration of 250+ systems to Windows 11 and macOS Ventura with minimal downtime.
Provided high-level support for Windows and macOS systems for 1,000+ users.
Supported VMware Workstation and vSphere environments, including virtual machine provisioning and snapshots.
Integrated JAMF for streamlined macOS deployment and policy enforcement.
Collaborated with the IT security team to enhance endpoint protection and compliance.
Created internal knowledge base articles and led weekly case reviews with engineers and QA.
Managed escalations from VIP users and maintained a CSAT score above 95%.
Mentored and guided 5 junior engineers, led weekly training and documentation sessions.

Systems ManagementITIL OperationsService Desk Management

Walmart global tech india

System Engineer level 2

Jun 2021 – Present · 4 yrs 11 mos

Cognizant

System Engineer

Aug 2015 – Jun 2021 · 5 yrs 10 mos · Bengaluru, Karnataka, India

System Engineer specializing in Software and Hardware Troubleshooting. Experienced in most of the Operating Systems and Networks in troubleshooting. Working in Service-Now Tool
Help Desk Support Level 1 and 2 for Software and Hardware Troubleshooting
Operating Systems: Windows servcers,XP,7,8,10 and MAC OS
MS Office , Outlook in 2007,2010,2013,2016 and Office 365
Leadership and Operations: Customer Service-Oriented , Exceptional Verbal and written communication skills, software training and implementation and efficient multi-tasker

Fire stream world wide

2 roles

Software Trainee

Mar 2014 – Jun 2014 · 3 mos · Greater Chennai Area

Developing reports using tables, views, stored procedures, Triggers. Worked on performance optimization of various reports.
Creating reports with sub reports, parameterized reports, nested groups, complex formulas, running totals, summaries and conditional formatting.
Ability in preparing Functional Specifications, Scenarios, Source-to-Target Mapping doc, Business processes, Workflows, Process flows, Test cases and Test Plans.
Designed reports with complex sub reports, Drill down, Cross Tabs, formulas, functions, parameters, scheduled reports, alerts, multiple grouping, running totals, Charts, graphs, mapping, multiple sections, mailing label.
Ability to trace report performance issues to root cause.
Maintaining proper documentation of the reports for future reference.
Good knowledge of Software Development Life Cycle (SDLC) and Project management.