The document contains the resume of Sulakshana Tikoo, which highlights over 8 years of experience in application support, database development, team management, and technical support. She has worked as a system administrator and managed multiple projects involving incident, problem, change, and configuration management. Her technical skills include SQL, PL/SQL, Windows Server, and she has certifications in ITIL and SQL Server 2008.

1. Sulakshana Tikoo Email: sulakshanatikoo@gmail.com
To take the job with a sense of responsibility and prove myself as an important part of the
organization by the achievement of given target. Also to work in challenging project that will utilize
my educational background by expanding my knowledge which will help to the mutual
development of me and the organization.
Career Conspectus
 Over 8 years of experience in Application Support, Database Development (SQL and
PL/SQL).
 Expertise in managing Team as Team Lead.
 MIS Reporting.
 Preparing Project Presentation.
 Adept with Process Documentation using MS word, PowerPoint and Excel.
 Responsible for chairing Management Calls & Meetings with Deployment Managers and
CCB Directors.
 An effective communicator with exceptional relationship team handling skills with the
ability to relate to people at any level of business and management
The Proficiency Forte:
Team Management:
 Delivering the project to the stake holders as per the terms agreed upon.
Supervising, managing and mentoring the team, ensuring optimum performance.
 Planning, executing, monitoring and reviewing on going Incidents; offshore / onshore.
 Responsible for System Admin, resource scheduling; allocating task among team
members and co-ordinating with the onsite project teams.
 Monitoring projects with respect to Cost, Resource Deployment, Time over-runs, Quality
Compliance and Manpower planning to ensure timely execution of projects.
 Defining escalation / response / resolution time for reported problems on the basis of
criticality
 Well versed with ITIL Process including Incident Management, Asset Management,
Service Level Management, Issues Management, Configuration Management, Risk
Management, Change Management, Communications Management, Release Level
Management etc.
Database Administration:
 Installation & Configuration of SQL server.
 Creating Databases Creating new users and manage roles and privileges
 Creation of Database Objects as per the Requirement.
 Implementing Database level Security
 Managing Import/Export Depending up on Requirement.
 Managing Rollback Segments, Redo logs, Control files, Tablespaces.
 Hot/Cold Backups of data files.

2. Technical Support:
 Resolving high severity incidents.
 Assisting the function support.
 Suggesting improvements in the operations and processes to make the system foolproof
Troubleshoot on problems.
 Imparting training to end-users in the pre and post deployment phase
Quality Assurance:
 Keeping track of Technical Quality of calls being attended by L1/L2 Technical support
engineer.
 Helping them to improve their performance, Keeping track of standards, follow the
Quality Parameters; make the agents aware about Quality parameters.
 Conducting conference calls with the customer to assist them to resolve the incident and
analyse whether they are satisfy with the incident resolution.
 Analysing the dis-satisfaction of customers and find out the root cause of the
dissatisfaction.
 Providing training to new Support and Software Engineer on the Process Policy and
Procedure, which they need to follow while evaluating any call.
Career Contour
Oct 2010 to till date: Steria India Limited
We offer clients a complete portfolio of IT-enabled business services through our integrated on/near/offshore
delivery model which enables us to focus on what we can help our clients to achieve.
A real commitmentto understanding business needs and to delivering simple,creative solutions has
supported our developmentto a €1.6 billion business with 18,300 employees worldwide.Butthe real
evidence of our success is the manylong-term clientrelationships we have established during more than 35
years that deliver measurable business benefits every day
Major Projects Managed:
ProjectOne Application Management & Support Team
Project Timelines: 4+ Years
Role: System Administrator
Job Description:
The position of System Administrator includes application administration functions, but
most likely will include business process expertise, user support and technical support.
The list below identifies the knowledge and support within an organization using
Changepoint.

3. Product Knowledge:
• An understanding of all Changepoint functionality and system administration utilities
• An in-depth understanding of Changepoint’s System Manager module, specifically
how to make modifications to system set-up and the implications of such changes
Business Knowledge:
 An understanding of the organization’s business processes as they pertain to
Changepoint software, particularly the areas of resource management, project
management, time and expense entry and approval and invoicing *
 Ability to match the desired business process to Changepoint functionality and make
modifications to either the process or Changepoint configuration
 Technical Knowledge (Report Writing, SQL and ASP)
 Ability to write complex SQL views in SQL Server 2008
 Knowledge of Windows Server Technology
 Knowledge of routine database administration functions
 Knowledge of Microsoft IIS
 Knowledge of security set-up
Other Skills:
 Ability to work with end users in a support capacity – answering questions,
troubleshooting, etc.
 Ability to work with end users and management to specify custom reports or other
customizations to the system
 Ability to train Changepoint users.
 Ability to work with all levels within the organization.
Project Summary: ProjectOne is a project undertaken by Steria to implement Project
Management tool from Compuware named Changepoint across all Steria locations in a phased
manner. ProjectOne allows projects to manage project information to the level of granularity,
timeliness and to the time schedules required for good project management practice. It provides
alerts and health check information to assist project managers avoid issues. It provides
comparison reports with FinanceOne so that project managers are assured that ProjectOne and
FinanceOne are simply providing different views onto the same information.
Project Scope and Deliverables:
Incident, Problem, Change and Configuration Management
 Customization of ProjectOne tool including development of new reports and coding new
functionality to be incorporated with the Changepoint tool as per the specification gathered
through client’s interaction.
 Resolve and fix all the incidents related to Projectone Tool and Applications.
 Using SQL/PL-SQL for solving client problem in their system.
 Ensure that all incidents in Projectone queue meet their SLA.
 Proactively monitor the incidents in Projectone Support inbox to reduce the workload.
 Monitoring the incident in HPSC (Stars) in order to inform the team members about their
assignment of incidents.
 Assign the Incident to team members.

4.  Adhere to the Incident, Problem and Change Management process.
 Maintain Problem Records in Excel for all high Severity and perform their RCA.
 Update the Problem Records and Incidents in timely manner.
Client Engagement
 Effective communication with Business Project Managers.
 Third party interaction.
 Client interaction during incident / problem management
 Escalation of critical issues timely to Line Manager.
 Identifying client’s requirements and working towards client satisfaction.
Reporting:
 Weekly Project Summary Reports.
 Monthly Project Summary Reports.
 Consolidate Tracker for admin and support team.
 Extracting closed and open incidents from STARS.
 Documented the ProjectOne Standard Processes (Incident Management, Access
Management)
 Prepare the Induction Plan for new Team members.
 Maintaining the Leave Plan Tracker for Team.
 Create/Produce/update project documents.
Applications SQL-PL/SQL (language), Windows 2010
Server, HPSC (STARS),
Client Server Application
LSC (Learning Skill Council)
Project Timelines: 3+ Years
Roles Responsibilities:
 Providing support and admin assistance to the team.
 Extracting, preparing, consolidate and analysis monthly reports of closed and open
incidents to the Manager.
 Extracting and consolidate Weekly Reports such as close incident, open incidents and
SLA breached incidents.
 Follow-up with technical team till the outage is resolved.
 Monitoring incidents on third party Fujitsu Magic Tool and assigning calls to individual tool
and chasing them to resolve the issue.
 Tracking Incidents from Opening to Closure, with timely communication to business.
 Manage and drive third parties to the quick resolution of incidents.
 Raising problem tickets for all high severity incidents and recurring incidents observed
through trend analysis of incidents received and drive root-cause resolution of such
issues to avoid recurrence.
 Track the SLA violation and ascertain continuous improvement in service delivery.
 Performing day to day activities like: run batch scheduled, updating tracker, leave plan
etc…
 Budgeting and Forecasting Report – weekly and monthly basis
 Variance Report – weekly and monthly basis
 Team Leave Plan
 Resources Rota

5. Scholastics / Certifications
 B.com from Delhi University.
 ITIL V3 Foundation
 SQL Server 2008 certification
Personal Dossier
Date of birth: 10th May 1974
Permanent Address: A-40, G-3, Shalimar Gdn, Ext-II, Sahibabad, Ghaziabad, U.P. 201005