Anjitha Ajaykumar
Singapore
Summary
Driven IT professional with a passion for leveraging knowledge and skills to deliver exceptional results in a dynamic environment. Adept at applying innovative solutions and fresh concepts to enhance organizational performance. Committed to developing expertise and contributing to team success through strong leadership, effective communication, and strategic problem-solving. Seeking to apply a blend of technical proficiency and collaborative skills to achieve and exceed organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
System Engineer
ASMPT Pte. Ltd.
05.2022 - Current
- Delivered comprehensive user support globally for incidents, tasks, requests, emails, and calls, enhancing customer satisfaction
- Ensured rapid and efficient resolution of support tickets
- Served as the primary application owner for Teamcenter, providing layout assistance and support
- Offered support for Solid Edge software in addition to Teamcenter
- Managed account creation and application installations, ensuring seamless setup
- Proactively monitored and resolved pending tasks in applications to minimize user impact
- Tracked jobs in the dispatcher console, taking necessary actions to maintain operational efficiency
- Utilized Ivanti ticketing system effectively, organizing and managing tickets
- Supervised and followed up on team tickets to ensure timely resolution
- Trained new team members in ticket handling and application use
- Coordinated with manufacturing projects to provide optimal application support
- Conducted weekly meetings to address and guide on various issues
- Collaborated with third-party teams on improvement projects to enhance processes.
Support Center Technical Specialist
Micron Semiconductor Asia Pte. Ltd.
06.2017 - 04.2022
- Delivered global Level 1 IT support for incidents, task requests, and hotline calls, ensuring minimal factory disruption and high customer satisfaction
- Responded to and resolved or escalated support tickets within established timeframes, providing efficient and effective service
- Managed and prioritized incidents, evaluating the impact of critical issues and taking appropriate actions
- Monitored factory metric dashboards and addressed critical deviations to minimize operational impact
- Assessed critical alerts and incidents to determine when to escalate to Major Incident or Emergency Response Team (ERT) to prevent production losses
- Led and coordinated ERT efforts, managing conference bridges and collaborating with Level 2 and Level 3 support teams
- Analyzed incident and service request metrics to identify improvement opportunities, creating Knowledge Articles to enhance First Level Resolution Rate (FLRR)
- Developed and refined Knowledge Articles to support timely issue resolution and participated in Continuous Improvement Projects to enhance processes and tools
- Supervised shift team activities, delegated responsibilities, and provided guidance and mentorship to team members, including new hires.
Education
Bachelor of Engineering (Honors) - Electrical, Electronics Engineering
Teesside University
Singapore, Null, Singapore03.2021
Diploma in Electrical and Electronics -
Republic Polytechnic
Singapore, Null, Singapore03.2017
Equivalent To 'A' Level -
Govt. Higher Secondary School
India03.2013
Equivalent To 'O' Level -
Kailasanadha Vidyanikethan
India03.2011
Skills
- IT Service Management (ITSM): Experienced with platforms such as ServiceNow, BMC Arweb, and Ivanti
- Metrics Monitoring: Proficient in tools like Kibana, Splunk, and Ops Ramp for effective monitoring and analysis
- Microsoft Tools: Skilled in Microsoft Power Apps, SharePoint, and MS Office Suite (Word, PowerPoint, Excel)
- Communication: Strong written and verbal communication skills with excellent interpersonal abilities
- Problem-Solving: Adept at identifying, analyzing, and resolving issues efficiently and effectively
- Leadership & Collaboration: Proven leadership capabilities with a track record of successful team collaboration
- Task Management: Ability to prioritize critical issues and manage multiple tasks simultaneously
- Customer Support: Experienced in providing support to a global customer base with a focus on efficiency
- Analytical Skills: Proficient in analyzing issues and uncovering opportunities for swift resolution
- Incident Management: Expertise in managing and prioritizing IT incidents to ensure swift resolution and minimal disruption Proficient in incident tracking, escalation, and communication
Certification
ITIL4 Foundation, Axelos, 03/24
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Tamil
Upper intermediate (B2)
Hindi
Intermediate (B1)
Timeline
System Engineer
ASMPT Pte. Ltd.
05.2022 - Current
Support Center Technical Specialist
Micron Semiconductor Asia Pte. Ltd.
06.2017 - 04.2022
Bachelor of Engineering (Honors) - Electrical, Electronics Engineering
Teesside University
Diploma in Electrical and Electronics -
Republic Polytechnic
Equivalent To 'A' Level -
Govt. Higher Secondary School
Equivalent To 'O' Level -
Kailasanadha Vidyanikethan
ITIL4 Foundation, Axelos, 03/24
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