Ramya Devi G -CSM®
Technical Specialist
Coimbatore
Summary
Experienced IT professional with over 13.5 years in technical support and IT infrastructure services support, seeking a challenging role as Director of Technical Support. Proven track record in managing cross-functional teams, delivering high-quality support, and optimizing processes. Highlighted by extensive onsite experience in Germany, I aim to leverage my expertise to drive operational excellence and customer satisfaction.
Overview
14
14
years of professional experience
3
3
Certificates
3
3
Languages
4
4
years of post-secondary education
Work History
Technical Specialist
Bosch
1 2021 - Current
- Head a team of technical support specialists, including managers and team leads, providing comprehensive technical support for projects including MGuard, MES, DeviceBridge, and NXD IAS Deviation Management.
- Act as the primary point of contact for technical support issues, overseeing daily support activities and ensuring timely resolution.
- Recognize and prioritize support tasks based on their impact and urgency, ensuring efficient use of team resources.
- Conduct planning sessions to coordinate support activities and deliver detailed work plans to management for review.
- Facilitate effective communication and collaboration among support teams during issue resolution and system maintenance
- Review and validate resolved issues and support tickets with stakeholders and customers to ensure they meet the established criteria.
- Identify recurring issues and create action plans to address root causes, improving overall support processes and system reliability.
- Championed company-wide initiatives related to technology adoption, contributing expertise in change management strategies
Software Engineer / IT Partner
Bosch
01.2011 - 01.2020
- Provided Technical and IT infrastructure support for Bosch GMBH Business Units, specifically Car Multimedia
- Managed IT tools including CI-CAT, PMI, ServUS, and IdM, ensuring smooth operations and timely support
- Handled ticketing using SMT Toolsuite, JIRA, and mailbox, addressing user administration, group administration, file share management, and software assignments
- Developed expertise in Access Identity Management, user access management, and field support services
- Led a project focused on cost optimization, implementing measures to control costs through various initiatives
- Coordinated with cross-functional teams and monitored projects for quality aspects, adhering to ITIL service delivery standards
- Prepared technical and process documentation in alignment with CM-CI1 and CP processes.
Software Engineer / IT Partner (Onsite Experience)
Bosch GmbH
03.2013 - 03.2015
- Provided Technical and IT infrastructure support and acted as an IT Partner for Bosch GmbH Business Units in Germany and United States
- Coordinated between German clients and the Indian Offshore team, ensuring effective communication and alignment of project goals
- Held regular meetings with stakeholders throughout the projects to understand the specific goals of the overall business and individual departments
- Demonstrated strong knowledge in ITIL processes, ensuring adherence to best practices for service management and delivery.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust
- Conducted regular performance reviews for team members, setting clear goals for professional growth
Education
Bachelor of Technology in Information Technology -
PGP College of Engineering & Technology
Namakkal, India 06.2006 - 05.2010
Skills
Technical Support and Troubleshooting
Service Management (ITIL)
Ticketing Tools (SMT, JIRA)
Release Management
Hardware and Application Support
Cost Optimization
Team Coordination
Access Identity Management
Customer Relationship management
Certification
Certified Scrum Master from Scrum Alliance
Timeline
Microsoft Azure Administrator Associate
06-2022
Certified Scrum Master from Scrum Alliance
04-2020
Software Engineer / IT Partner (Onsite Experience)
Bosch GmbH
03.2013 - 03.2015
Certified B2 German Language Proficiency
01-2013
Software Engineer / IT Partner
Bosch
01.2011 - 01.2020
Bachelor of Technology in Information Technology -
PGP College of Engineering & Technology
06.2006 - 05.2010
Technical Specialist
Bosch
1 2021 - Current
Awards
- Received the Bravo Award from Bosch, GmbH in recognition of outstanding client relationship management in the MES Project.
- Received Synergic Force Award from Bosch, Coimbatore, in 2023 for automating regular project management activities in the operations of Device Bridge.