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@vw6894728vw
Membre depuis March, 2008
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Rushbet

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7 years of experience in customer support, phone/ email support,SQL queries, manual testing, social media promotion, troubleshooting, debugging, interaction within different teams and with customers. Here is a snapshot of my experience- •Application Support Analyst experienced in supporting customers across multiple geographies and domains like energy trading, banking and telecom. •Wide technical exposure ranging from industry standard tools (Clarify, Support Zone), languages (PL/SQL, Java, HTML, ASP), Databases (Oracle and SQL), Crystal Report, Great Plains, Weblogic to proprietary applications and languages •Exposure to ITIL framework and best practices •Have worked as an application developer, application/product tester and pre-sales technical support engineer in addition to my core role of application support analyst •Worked as a single point of contact with minimal supervision
$5 $ US / h
1 commentaire
2.4
  • 100%Travaux complétés
  • 100%Dans le budget
  • 100%À temps
  • N/ATaux de réembauche

Portfolio

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Expérience

Support Analyst

Apr 2010 - Jun 2012 (2 years)

Acting as a first and single point of contact for customers in all geographies. Responsible for offering support services to clients and other team members via phone, email, chat, webex sessions, issue logging & resolution, maintaining knowledgebase system, complete understanding of installation and deployment procedures and troubleshooting of issues. Troubleshooting involved reading through the code and writing SQL queries. Got things done independently in order to avoid customer escalations.

Application Support Analyst

Nov 2008 - Dec 2009 (1 year)

Was responsible for supporting multiple customers across geographies (primarily North America). My primary responsibility included taking ownership of customer tickets from assignment to closure. I was also given additional responsibilities of pre-sales support engineer and product tester because of my expertise with tool deployment, setup and understanding of customer requirement. Crystal report design and hosting application on Weblogic servers were part of this role.

Support Engineer

May 2007 - Dec 2007 (7 months)

My primary responsibility was to act as a customer interface and gather data for replicating the issue in test environment. After replicating the issue in test environment my responsibility was to assign the ticket to the concerned team and work with them to closure. Because of my technical expertise, in-depth understanding of the application and first hand understanding of the customer issue, I used to play a key role in ticket resolution.

Junior Engineer

Oct 2004 - Apr 2007 (2 years)

As a level-2 support engineer my responsibilities included handling tickets and also doing product/patch deployments in live environment. This role involved a lot of co-ordination with multiple teams and client and I was responsible for end-to-end completion/resolution of tasks/issues. This project used ITIL best practices and therefore I have got a good understanding of ITIL framework and terminology. I had also developed an internal ticketing inventory tool as a part of this project.

Éducation

0

2004 - 2007 (3 years)

0

2000 - 2003 (3 years)

Certifications

  • US English Level 1
    90%

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