Jyotsna Bhakale
Dubai,UAE
Summary
Detail-oriented and adaptable professional with expertise in manual testing, agile methodology, and test automation frameworks such as TestNG. Proficient in Java, Selenium WebDriver, Eclipse IDE, Maven, and MySQL. Strong communication skills and a proven team player with the ability to multitask and troubleshoot effectively. Career goal includes leveraging technical skills to enhance software quality and contribute to innovative projects.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Service desk engineer
Accenture
Bangalore, INDIA
08.2021 - 05.2023
- Contractor with Artech Infosystems Pvt
- Ltd: Provided IT support services for Accenture's Infrastructure System project under Global Remote Management Services
- Service Now Expertise: Managed and resolved internal employee issues using the Service Now ticketing tool, ensuring compliance with Service Level Agreements (SLA).
- Remote Troubleshooting: Took remote control of workstations to troubleshoot and resolve technical issues, enhancing operational efficiency and customer satisfaction.
- Ensured compliance with company policies during installation and configuration of new systems or software applications.
- Contributed significantly to team projects by sharing insights and expertise in tech support domain.
- Collaborated with cross-functional teams to ensure smooth system functioning.
- Established effective rapport with customers through professional handling of their queries and concerns.
- Achieved high levels of customer satisfaction by delivering reliable solutions within stipulated timelines.
- Prioritised tasks effectively for efficient resolution of customer concerns.
- Resolved escalated technical issues promptly, ensuring minimal disruptions in operations.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Delivered reliable, high quality technical support to average of 30 users daily.
Education
BE - Electronics and Communication Engineering
Guru Nanak Dev College
INDIA 08.2015 - 06.2019
Skills
- Manual Testing
- Agile methodology understanding
- Java
- Selenium WebDriver
- Test automation framework (TestNG)
- Eclipse IDE
- Maven
- MySQL
- Communication Skills
- Multi-Tasking
- Team Player
- Detail Oriented
- Troubleshooting skills
- Adaptable
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Accomplishments
- Star Employee of the month by meeting daily targets.
- Best Performer of the month by resolving 70% of the tickets within the SLA.
- Never got any escalation.
- Developed and implemented new procedures like prioritizing tickets which were about to breach the SLA.
Languages
English
Intermediate
Kannada
Advanced
Hindi
Intermediate
PROJECTS
- Instagram Automation using Framework (DDF), Developed an Instagram automation framework to login, like the posts of an account and logout., Implemented Data-Driven Framework (DDF) to parameterize test data and enhance test coverage.
- Amazon Automation using Frameworks (POM and DDF), Designed an Amazon automation framework to order a product and cancel the product., Implemented Page Object Model (POM) and Data-Driven Framework (DDF) to enhance test maintenance, data security and scalability.
- Gmail Automation, Developed a Gmail automation script to send an email to a Gmail account.
- WhatsApp automation scripts, Created WhatsApp automation scripts to send messages and photos., Implemented automation with and without Excel sheets for message and photo sending.
References
References available upon request.
Timeline
Service desk engineer
Accenture
08.2021 - 05.2023
BE - Electronics and Communication Engineering
Guru Nanak Dev College
08.2015 - 06.2019
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