Ponnamma K N

IT Support Professional | Software Testing with Java Automation

Talent

MysoreMember since 21 May 2026

SLA ComplianceUser AdministrationSelenium WebDriverTestNGPage Object Model (POM)Api TestingAutomation TestingManual Tester

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SLA ComplianceUser AdministrationSelenium WebDriverTestNGPage Object Model (POM)

About

Dedicated IT support professional with 3.5 years of experience at Infosys BPM in IT Asset Management, Service Desk support, and end-user assistance. Experienced in ticket management, troubleshooting hardware/software issues, coordinating service requests, and ensuring SLA compliance. Skilled in supporting users through issue resolution, escalating complex incidents to resolver teams, and maintaining accurate documentation.

Currently certified in Software Testing with Java Automation, with knowledge of Java, Selenium WebDriver, TestNG, Maven, and automation frameworks. Strong communication, problem-solving, and customer support abilities.

Experience

Technical Specialist at INFOSYS BPM LIMITED (2025-06 – 2025-09)

Provided end-user support for IT asset and service-related issues.
Assisted users in resolving hardware, software, and connectivity issues through troubleshooting and coordination.
Managed incident tickets and ensured timely closure within SLA timelines.
Escalated complex technical issues to Level 2 and Level 3 support teams.
Coordinated installation requests, user administration activities, and service fulfilment tasks.
Maintained accurate documentation and contributed to process improvement initiatives.
Collaborated with stakeholders to ensure smooth IT support operations.

Senior Process Executive at INFOSYS BPM LIMITED (2024-01 – 2025-05)

Handled IT service requests, asset tracking, and inventory management activities.
Assisted users with onboarding/offboarding support and issue resolution.
Updated users regularly regarding ticket status and progress.
Supported compliance with organizational IT policies and procedures.
Coordinated with technical teams to resolve operational and system-related issues.
Maintained reports, audit records, and process documentation.

Process Executive at INFOSYS BPM LIMITED (2022-04 – 2025-01)

Worked on daily IT Asset Management and Service Desk support activities.
Assisted users with asset allocation, return processing, and basic issue troubleshooting.
Managed and updated inventory systems and support records.
Ensured timely response and closure of assigned tickets.
Followed standard operating procedures and SLA guidelines.