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Jyothi Nair

@jyothinair

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Quality Assurance Lead at DXC Technology who developed a Power Platform QMS for service desk governance.

Malaysia

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At DXC Technology, I established and governed a Quality Management Framework for a new client account, aligning it with organizational standards, client requirements, and ITIL practices. I developed audit scorecards, SOPs, and governance processes for service desk operations.

I designed and developed a centralized Quality Management System using Power Apps, Power BI, Power Automate, SharePoint, and Excel. It supports digital audits, coaching records, compliance tracking, and governance reporting.

As Quality Assurance and Reporting Analyst at DXC Technology, I audited tickets, calls, and chats, analyzed CSAT and DSAT feedback, and contributed to root cause analysis. I also developed dashboards and reports to track KPIs, SLAs, and performance trends.

Earlier, I managed major incidents at Kyndryl India Pvt Ltd and worked as a Senior Linux Advisor at IBM India Pvt Ltd. I also worked on mixed-signal circuit design at Aryavarta Circuits Pvt Ltd, including SERDES macros, PLLs, and circuit blocks such as OP-AMPs and LDOs.

Experience

Work history, roles, and key accomplishments

Senior Linux Advisor

IBM India Pvt Ltd

Clarified customer requirements and provided resolution using decision-support tools and resources. Maintained knowledge of client products and services, and participated in activities to improve customer satisfaction and business performance.

Linux Customer Service Troubleshooting Problem Solving Communication Skills Multitasking

Analog Mixed Signal Circuit Design Engineer

Aryavarta Circuits Pvt Ltd

Worked on advanced circuit design, high data-rates Fin-FET SERDES macros, low power PLLs and PVT sensors. Designed various mixed-signal circuit blocks including OP-AMP, Comparator, BGR, LDO, HBM CLK I/O PHY, Charge Pump, Flash ADC, and Current Steering DAC.

Analog Circuits Mixed Signal Design FinFET Serde PLL PVT Sensors OPAMPs Comparator BGR LDOs HBM CLK I O PHY Charge Pump Flash ADC DAC TSMC 22nm 40nm TSMC 65nm Virtuoso Matlab

Quality Assurance Lead

DXC Technology

Established and governed the Quality Management Framework for a new client account, ensuring alignment with organizational standards and client requirements. Led quality governance across Service Desk Operations, Knowledge Management, Reporting, Training, and Process Management.

Quality Management Systems PowerApps Power BI Power Automate SharePoint Excel SLA KPI Monitoring Root Cause Analysis Continuous Improvement CSAT DSAT Analysis Audit Management Stakeholder Management Executive Reporting ITIL ServiceNow

Quality Assurance and Reporting Analyst

DXC Technology

Conducted periodic audits of tickets, calls, and chats using approved QA scorecards to evaluate accuracy, process compliance, and customer experience. Provided structured feedback and coaching to engineers and agents, helping improve service quality and adherence to SLAs.

Quality Assurance Audit Power BI Excel SharePoint SLA KPI Monitoring Root Cause Analysis CSAT DSAT Analysis Data Analysis Reporting ITIL ISO 9001

Incident Manager

Kyndryl India Pvt Ltd

Managed end-to-end resolution of all IT major incidents, leading investigation activities and stakeholder communications. Formed collaborative action plans and ensured completion of tasks to resolve outages via workaround or permanent fix.

Incident Management Major Incident Management Stakeholder Management Root Cause Analysis Problem Management Change Management Communication Skills SOP Development Knowledge Management Excel MS Access

Education

Degrees, certifications, and relevant coursework

Asia Pacific University

Bachelor of Engineering Honors, Electrical & Electronics Engineering

Bachelor of Engineering Honors in EEE with a major in Electrical & Electronics Engineering, as part of a dual degree program with Staffordshire University, UK.