Oct 2019 – Jun 2022 · 2 yrs 8 mos · India

• My role handles “Litmos” an LMS SaaS product, where I work on issues raised by clients from across the globe and assist them.
• Write scripts to perform database corrections to fix the issues.
• Act as point of contact on handling technical issues like API and CSS. I also handle integrations like Shopify, zoom, GTT, and Salesforce with the product
• Responsible for Handling calls on Talkdesk. I take care of advanced troubleshooting using REST API, SQL profiler, and database logs.
• Interact with customers and prospects over the community vlog and Work with the product team on the bugs and critical item resolution
• Co-ordinate with Developers, and product management on new features and sprints and Responsible of updating Articles in the Knowledge base.
• Functioned as a Pulse Mentor for the team to help them document the scenarios and how effectively can we avoid the same issue in the future.

Oct 2017 – Oct 2019 · 2 yrs · India

• Worked on Informix 4GL, SQL, and Linux Operating System including database and Application management
• My role is responsible for technical support of applications and infrastructure, handling all support requests, incidents, issues, tickets, and business continuity activities in partnership with internal and external stakeholders to ensure flawless and quality delivery of services to the end users
• Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up, and communication of problems to internal and external clients, technical resources, and executives.
• Ensures information controls, backup, and recovery strategies are in place across all environments.
• Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring.
• Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
• Develop and maintain relationships with technical staff, end users, and clients. Carefully evaluate alternative risks and solutions before acting to provide timely resolution