SUMMARY

Dedicated and Technically skilled professional with a versatile administrative support skillset. Having experience of 8+ years as a Technical Support Engineer, looking for some challenging opportunities .

SKILLS

EXPERIENCE

Operating System: Windows Server 2012R2, Linux.

Programming Language: HTML,Apex,Java.

Software's: Salesforce RM,Service Cloud,FSL.

Database: Oracle, SQL Server Tool

:Kibana,Grafna,Postman,Soap UI,Ops-Manager.

12/2019 to Current Sr Technical Support Engineer

Consultant－ Gurgaon

Collaborated with teams to solve technical customer problems across product suites.

Prepared test systems for replication of user issues.

Fulfilled client customization requests for managed systems and software components according to internal business requirement policies.

Collaborated with different teams and developers to resolve complex technical issues and recurrent faults.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

07/2016 to 12/2019 Application Support Engineer

Click Software

Click Software deals with Global Customers in manner to provide delivering a complete end- to-end mobile solution, unparalleled visibility and control of business operations so the customers can manage their service business more efficiently.

The product and services team provide an extensive knowledge to build more successful service programs in workforce industry to enhance productivity and profitability.

Provide technical support to all AWS cloud customers across globe. Monitoring the live applications related alert in OP-Manager and Nagios. Analyzing the logs and system through the Kibana, Grafana.

Fixing the alert raised in OP-Manager and Nagios related to application Side.

Provide L2 support to Click Software Internal Professional Services Team and ensure to find out the Work around of highly reported bugs.

Stay up to date on new Technology in the Support knowledge base relevant to resolve issue.

07/2014 to 07/2016 Application Support Engineer

CMS Infosystem Pvt Ltd

Canara HSBC Oriental Bank of Commerce Life Insurance" was my client side which use to deal in insurance domain globally

As part of IT Support team, we use to provide technical support in handling all the applications running related for the customer Interaction with clients to determine issues, investigates the root-cause, and troubleshoots technical issues through ticketing system

Interact with the various operations team to determine and educate the concern

Upgrade the Database and run self-written scripts for job execution and data extraction

Update the test environment for recreation and rectification of production issue

Verification of issues via XML logs

Perform System Administration activities to ensure the smooth operation of applications across multiple platforms

Ensure that SLAs of assigned customer reported issues are met within TAT To test and ensure the successfully running of new automation script deliver through

Control-M Ensure to find out the Work around of highly reported bugs and deliver to users.