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
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.
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