Jun 2023 – Jan 2025 · 1 yr 7 mos · United States · Hybrid

• Provide second-level technical support to clients, resolving escalated software and hardware issues within established SLAs.
• Act as a subject matter expert for the team, assisting junior analysts in diagnosing and resolving challenging technical problems.
• Collaborate closely with development teams to analyze, troubleshoot, and implement solutions for recurring application issues, significantly improving system stability and performance.
• Troubleshoot and resolve complex software and hardware issues, escalating when necessary to meet service level agreements.
• Conduct root cause analysis for major incidents and implement preventive measures to minimize future occurrences.
• Lead training sessions for support team members, ensuring consistent knowledge transfer and skill development.
• Foster strong client relationships, maintaining regular communication to understand their needs and deliver effective solutions.
• Act as the primary point of contact for client inquiries, managing communication channels to ensure timely and accurate updates.
• Conduct regular application audits to identify potential vulnerabilities and implement proactive measures to enhance system security.
• Develop and maintain comprehensive documentation, including troubleshooting guides and knowledge base articles, to aid the support team and clients.
• Having better knowledge of OOPS Concepts and implementation, design patterns.
• Excellent analytical, problem-solving, documentation, and decision-making skills.
• Actively participated in team group technical discussions.
• Excellent inter-personal and communication skills and the ability to work efficiently, quick learning &working with new technologies to fulfill project needs.
• Proficient in MS-SQL Server.
• Train new team members on application functionalities and best practices for delivering exceptional support.
• Well versed in business process tools such as Microsoft Office tools and tracking tools like JIRA.

Jul 2022 – Jun 2023 · 11 mos · Mumbai, Maharashtra, India

• Leading a team of 4 members to provide Tier 2 support for business-critical applications, ensuring system stability and maximum uptime.
• Investigating and resolving incidents and service requests in a timely manner, meeting SLA targets and ensuring customer satisfaction.
• Conducting root cause analysis of incidents and identifying solutions to prevent recurrence.
• Creating and maintaining knowledge base articles, reducing the resolution time of incidents and service requests.
• Collaborating with cross-functional teams to ensure effective problem management and resolution.
• Participating in software release management activities, including testing, deployment, and post-implementation support.
• Having better knowledge of OOPS Concepts and implementation, design patterns.
• Excellent analytical, problem-solving, documentation, and decision-making skills.
• Actively participated in team group technical discussions.
• Excellent inter-personal and communication skills and the ability to work efficiently, quick learning &working with new technologies to fulfill project needs.
• Proficient in MS-SQL Server.
• Familiar with testing tools.
• Well Versed in business process tools such as Microsoft Office tools, and Tracking Tools like inhouse NCR tool.
• Extensive Knowledge of Requirement Gathering in collab with dependent teams and develop Requirement traceability Matrix.
• Subject Matter Expert in Payment and Services (ATM managed Services) Domain.
• Delivered front-line technical support to clients via phone, email, and chat, resolving software and hardware issues promptly and professionally.
• Collaborated with developers and QA teams to test and validate new application features before release, ensuring seamless integration with existing systems.
• Implemented and maintained monitoring tools to proactively identify potential system issues and address them before they impact end-users.
• Assisted in the development and execution of user acceptance testing (UAT) for software upgrades and enhancements.

Jan 2022 – Jun 2023 · 1 yr 5 mos · India

• Data Science Trainer

Jun 2019 – Jul 2022 · 3 yrs 1 mo · India

• More than 3 years of experience as a Software Engineer and Project coordinator in transforming business process requirements into functional requirements, functional specifications, Business process mapping and modelling for application development.
• Good understanding of project life cycle and SDLC methodologies including Agile and Waterfall.
• Expertise in creating Business requirement Documents(BRD), Functional Requirement Documents (FRD) and Software Requirement Specifications (SRS)
• Well Versed in business process tools such as Microsoft Office tools, and Tracking Tools like Jira, inhouse FIS tool.
• Extensive Knowledge of Requirement Gathering in collab with dependent teams and develop Requirement traceability Matrix
• Capable of creating defect tracker using inhouse FIS tool – Elixir
• Subject Matter Expert in Payment and Services (ATM managed Services) Domain