LOVENA KUSMEE JHUGROO
Pamplemousses,PL
Summary
A tech-savvy person with proven customer service, analytical skills, time management and multitasking abilities. I am also attentive to customer needs and ready to break down given problems to develop effective solutions. Looking for a new role to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Expert Incident Management
Allianz Services
Moka
04.2022 - Current
- Conduct day-to-day security monitoring and coordinating for global incident handling within shifts.
- Work flexible hours; night, weekend, and holiday shifts.
- Identify and asses possible threats using security monitoring tools and various resources, while working in collaboration with relevant global stakeholders to ensure awareness.
- If necessary, perform stakeholder identification, assigning an incident owner, and routing all information of interest to affected expert functions.
- Facilitate communication with stakeholders to ensure incident resolution and ensures follow-ups with stakeholders about the incident and subsequent closure.
- Perform any cognate duties as may be assigned by the management.
- Participate in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Use coordination and planning skills to achieve results according to schedule.
Customer Service Analyst
Orange Business Services
Ebene
09.2019 - 03.2022
- Provided appropriate solution, information or incident resolution actions to the customers as L1 support.
- Analyses requests or incidents which are received via CRM/ticketing systems and carries relevant tests to ensure a good diagnostic
- Understand the various usage of the product/solution by the customer.
- Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detected event that may cause service interruption and take remedial actions
- Ensured that service level agreements are met for all requests delivery and incident resolution
- Transferred/Relayed cases to other support entities for either remote or on-site intervention
- Contributed in the handling and resolution of customer escalations
- Understand standards and processes
- Abide by the job processes and rules
- Used service desk and phone and records all interactions with on site team.
- Maintained and upholder Orange Business Services values
FULL STACK WEB DEVELOPER
Amaris Consulting
08.2018 - 07.2019
- Worked on the finance web applications of the company
- Developed and maintained front end features of applications
- Developed and maintained back end features of applications
- Created databases and stored procedures for functionality
- Ensured responsiveness of applications
- Worked with User Experience designer (UX Designer) to ensure that the applications are user friendly
- Designed and developed APIs
- Worked in Scrum methodology.
DIGITAL MARKETING EXECUTIVE
Zoomania Mauritius
03.2018 - 04.2018
- Assisted in the formulation of strategies to build a lasting digital connection with customers
- Planed and Monitored the ongoing company presence on social media applications to increase awareness
- Launched optimized online adverts through social media applications to increase company awareness
- Provided creative ideas for content marketing
- Collaborated with web developer to improve user experience
- Acquired insight in online marketing trends and keep strategies up to date.
Education
BSC HONS - INFORMATION TECHNOLOGY & BUSINESS INFORMATION SYSTEM
Middlesex University
07.2019
DIPLOMA - SOFTWARE DEVELOPMENT
TAFE International Western Australia
04.2018
HIGHER SCHOOL CERTIFICATE -
Droopnath Ramphul State College
12.2015
B2 (Diplôme d'études en langue française) -
DELF B2
01.2014
CAMBRIDGE SCHOOL CERTIFICATE -
Droopnath Ramphul State College
12.2013
Skills
- Good in time management and have organizational skills
- Teamwork oriented Solving problems with a team approach when needed
- Follows pre-defined processes to executed tasks accordingly
- Able to build relationships with peers and management levels, as well as with customers
- Proactive, self-motivated and determined attitude
- Flexible in terms of working hours
- Able to work under pressure & multi-task
- Good analysis skills to solve problems and be result oriented
Accomplishments
- Send Word Now - Document and resolve access issues which leads to successful and accurate dispatching of emergency alerts during critical events.
- Assist in maintaining existing database to keep it up to date.
- Dataminr - Achieved close incident alerts by maintaining database with accurate information and efficiency.
- Worked on a newly implemented project in Orange Business Services, Mauritius.
- Assisted in implementing new technologies within the service and coached new joiners on how to use them.
- Assisted in implementing new work procedures as well as update the existing ones.
- Worked with senior developers and software architects to implement .NET core as a new framework.
- Cleaned and optimized application codes using store procedures and implemented schedulers to automate various manual work.
- Created and updated security access to various finance applications through access control lists
Allianz Services:
Orange Business Servies:
Amaris Consulting:
Certification
- GIAC Foundational Cybersecurity Technologies (GFACT)
Languages
English
Advanced (C1)
C1
French
Advanced (C1)
C1
Hindi
Elementary (A2)
A2
Timeline
Expert Incident Management
Allianz Services
04.2022 - Current
Customer Service Analyst
Orange Business Services
09.2019 - 03.2022
FULL STACK WEB DEVELOPER
Amaris Consulting
08.2018 - 07.2019
DIGITAL MARKETING EXECUTIVE
Zoomania Mauritius
03.2018 - 04.2018
BSC HONS - INFORMATION TECHNOLOGY & BUSINESS INFORMATION SYSTEM
Middlesex University
DIPLOMA - SOFTWARE DEVELOPMENT
TAFE International Western Australia
HIGHER SCHOOL CERTIFICATE -
Droopnath Ramphul State College
B2 (Diplôme d'études en langue française) -
DELF B2
CAMBRIDGE SCHOOL CERTIFICATE -
Droopnath Ramphul State College
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