Fathima Benacir
Palatine,IL
Summary
Detail-oriented IT professional with 3+ years of experience in systems engineering and technical support, now transitioning into content and product analysis roles. Adept at learning new tools and processes quickly, organizing complex information, and producing clear, customer-facing documentation. Holds a Bachelor's degree in Electronics and Communication Engineering, with certifications in Scrum and ITIL. Known for strong editorial judgment, analytical thinking, and a passion for creating high-quality digital content.
Overview
3
3
years of professional experience
1
1
Certification
Work History
System Engineer
Tata Consultancy Services (TCS)
, India
11.2007 - 01.2011
Client : Deutsche Bank IT(DBOI)
- Researched and documented technical issues across diverse systems, contributing to a robust internal knowledge base.
- Created and edited support documentation, KB articles, and training materials for end users, and internal teams.
- Provided Level 1 and Level 2 support, resolving over 1,000 monthly tickets, with a 96% satisfaction rating.
- Conducted root cause analysis and suggested process improvements based on customer feedback and data trends.
- Collaborated with cross-functional teams to ensure clarity and consistency in technical communications.
- Maintained high standards for documentation style, terminology, and structure across support channels.
Education
Bachelor of Science - Electronics and Communication Engineering
Anna University
India04-2007
Skills
- Technical Writing & Documentation
- Editorial Review & Content Standardization
- Research & Data Analysis
- Information Management
- Process Learning & Tool Adoption
- Customer-Facing Communication
- Time Management & Prioritization
- Workflow Optimization
- Online Shopping Familiarity
- Visual and written analytical skills
Certification
- Certified Scrum Master, Scrum Alliance, USA, 09/01/24
- ITIL V4 Foundation
Affiliations
Fashion Trend & E-Commerce Research (Independent Project)
- Analyzed seasonal fashion trends across major online platforms (e.g., Walmart,Target, Amazon)
- Compiled comparative reports on product descriptions, pricing, and customer reviews.
- Conducted consumer behavior analysis to uncover customer decision-making insights and identify key purchase drivers across digital retail platforms.
Editorial Writing & Content Practice
- Influencer and Product review/Content creator.
Library Volunteer
- Gained firsthand experience with customer-facing services and information management.
- Assisted patrons with catalog searches, digital resources, and circulation desk support.
Personal Information
Authorized To Work: Yes (GC)
Awards
Best Debutant Award for Excellence in Client Service (2008).
Training
- Hands-on experience with JIRA Agile and Confluence management and collaboration tools.
- Documentation of BRD, user stories and Functional specifications
- Scrum Implementation.
- Business Strategy and Analysis
- Agile and Waterfall.
- Use Case Analysis.
- Business Process Modeling Notation (BPMN)
- Requirement Gathering and Documentation.
Timeline
System Engineer
Tata Consultancy Services (TCS)
11.2007 - 01.2011
Bachelor of Science - Electronics and Communication Engineering
Anna University