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Renuka Agrawal

Immediate Joiner | Production Support | ITIL | IBM Integration Bus | Project Engineer | Analytics | Documentation | Monitoring

Maharashtra

3+ years of work experience

Tech Mahindra
Nov 20249 mosJul 2025

Pune District

- Provide technical support, assisting US clients with troubleshooting and resolving IT-related issues. - Deliver prompt resolutions for selling tools such as IMS, CMC, 2020 Live Design, and password management concerns. - Utilize Helix/Remedy for ticket creation, tracking, and issue resolution, ensuring accurate documentation of customer interactions and troubleshooting steps. - Work under strict SLAs to ensure efficient issue resolution and maintain high customer satisfaction. - Collaborate with internal teams to escalate and resolve complex technical problems efficiently. - Follow IT service management (ITSM) best practices, adhering to established support procedures and company policies. - Apply strong communication, analytical, and problem-solving skills to effectively address customer queries and technical challenges
Wipro
Jun 20222 yrs 6 mosNov 2024

Pune District

IBM Production Support - IIB Servers 1. Restart the EG or NODE and Load the cache 2. Repointing drives end points to Any solution or given services 3. Check if the service, Server and application is up and running 4. Check the logs of the services if client is facing any issues and identify the root cause 5. Changing the backend according to the client requirement 6. Modify/Add any files/PDF which client has given according to their requirement, Certificate renewal 7. Add the SGs or the Ips for the connectivity for clients testing or for any backend or front end connectivity 8. Creating, representing and resolving CR, SR etc CICD pipelines, Change management, meeting the SLAs for all incidents, alert tickets in ServiceNow tool Implement the SG (secrety group) changes and test the connectivity with the IIB servers
Wipro
Mar 20223 mosMay 2022

Pune, Maharashtra, India

3 months of internship as a Java J2EE developer. Java codility assignments including hands-on, coding, algorithms, bug fixing, multiple choice and real-life skills.

Education

Dr. Babasaheb Ambedkar Technological University

Bachelor of Technology - BTech, Electronics and Telecommunication Engineering

Dr. Babasaheb Ambedkar Technological University

20184 yrs2022

HSC, Science

Narayanrao Waghmare Junior College Krishnapur

20153 yrs2018

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Renuka Agrawal on Tal

Headline

Immediate Joiner | Production Support | ITIL | IBM Integration Bus | Project Engineer | Analytics | Documentation | Monitoring

About

With a BTech in Electronics & Telecommunication Engineering, combined academic foundation with industry experience at Wipro, where work in IIB production support honed skills in IIB servers, ServiceNow, and change management. Motivated to drive operational excellence through teamwork and continuous learning in the IT domain.

Location

Maharashtra

Work experience

Sr. Associate at Tech Mahindra, Nov 2024 - Jul 2025 · 9 mos, Pune District, - Provide technical support, assisting US clients with troubleshooting and resolving IT-related issues. - Deliver prompt resolutions for selling tools such as IMS, CMC, 2020 Live Design, and password management concerns. - Utilize Helix/Remedy for ticket creation, tracking, and issue resolution, ensuring accurate documentation of customer interactions and troubleshooting steps. - Work under strict SLAs to ensure efficient issue resolution and maintain high customer satisfaction. - Collaborate with internal teams to escalate and resolve complex technical problems efficiently. - Follow IT service management (ITSM) best practices, adhering to established support procedures and company policies. - Apply strong communication, analytical, and problem-solving skills to effectively address customer queries and technical challenges

Project Engineer at Wipro, Jun 2022 - Nov 2024 · 2 yrs 6 mos, Pune District, IBM Production Support - IIB Servers 1. Restart the EG or NODE and Load the cache 2. Repointing drives end points to Any solution or given services 3. Check if the service, Server and application is up and running 4. Check the logs of the services if client is facing any issues and identify the root cause 5. Changing the backend according to the client requirement 6. Modify/Add any files/PDF which client has given according to their requirement, Certificate renewal 7. Add the SGs or the Ips for the connectivity for clients testing or for any backend or front end connectivity 8. Creating, representing and resolving CR, SR etc CICD pipelines, Change management, meeting the SLAs for all incidents, alert tickets in ServiceNow tool Implement the SG (secrety group) changes and test the connectivity with the IIB servers

Intern at Wipro, Mar 2022 - May 2022 · 3 mos, Pune, Maharashtra, India, 3 months of internship as a Java J2EE developer. Java codility assignments including hands-on, coding, algorithms, bug fixing, multiple choice and real-life skills.

Education

Bachelor of Technology - BTech, Electronics and Telecommunication Engineering, Dr. Babasaheb Ambedkar Technological University

HSC, Science, Narayanrao Waghmare Junior College Krishnapur

Renuka Agrawal - Sr. Associate in Maharashtra | Tal