PRAGYA MAINI

+1-647-***-**** ac8j02@r.postjobfree.com

PROFESSIONAL SUMMARY

Analytical technical support specialist with over 5 years of experience working in different technical roles. Excel in handling troubleshooting queries, configuration issues, network equipment, desktop support and helpdesk support for different computer software and applications. Constantly recognized for providing an exceptional level of customer service and handling varied problems

Installed, configured, tested computer hardware, software and peripherals for the new users

Supported and configured wireless connectivity, as well as MS Office Suite related issues

Maintained IT Inventory documentation for audit tracking

Provided telephonic support to users for troubleshooting and configuration queries

Supported development & testing teams to meet client’s requirements

Compiled sensitive data for statistical analysis using proprietary tools and Microsoft Excel

Prepared reports by collecting, analyzing and summarizing data

Provided timely response to technical issues and escalate using SLA Matrix

Assisted in Development of System Requirement Specification according to client’s needs

WORK EXPERIENCE

Consultant, Meerut Eye Centre June 2015 to February 2018

Requirement gathering, processing and analysis of data for other business units

Creation of business requirement documents and process flows as per requirements

Provided technical assistance towards inventory updation, stock management and generating reports.

Managed inventory data and generate reports on routine basis

Market study to identify the gap in the business process

Designing of development roadmaps, providing possible solutions and enhancing the efficiency of existing processes

IT Specialist (Officer), Bank of Baroda Aug 2010 to Sep 2012

Troubleshooting problems related to user access, configuration issues, installation and software issues

IT network infrastructure management of Zonal Office, Regional Office and Branches

Maintaining and troubleshooting computer hardware, network management systems, banking web applications, etc.

Familiar with Agile and Waterfall methodologies

Generating miscellaneous data reports and sending the summarized version to the customers

Investigating and addressing IT/e-banking related customer queries and complaints

Supervised the branches in completing their data enrichment process which increased from 35% to 97%

Handled daily operations by Zonal & Regional IT Department

Collaborated with clients to develop new ways of working

Responsible for proper filing and documentation of the proposed and approved documents

Maintaining inventory of hardware, software, equipment and computer accessories for branches

Project– Creation of customized IT management system for Bank customers worth more than 5 billion INR (Indian Rupee) March 2011 to May 2012

The project involved getting the requirements from clients, communicating the requirements to system developers, and testing the customized system

Preparing Requirement Gathering Document (RGD) based on client’s brief

Creation of test plans based on client’s requirement

Testing of the module created by development team

Worked with the client to create User Acceptance Testing (UAT) scenarios

Worked with the team to perform the testing and in evaluating results

Conducted testing at various levels including unit level testing, system level testing & validation level

Created traceability matrix between the system requirements & test reports

Project – Banking Operations August 2010 to February 2011

Handled day to day customer queries including service transactions, digital operations, clearing cheque mechanism, customer profile enrichment and other cash transactions

Educated customers on emerging digital banking trends including online banking, mobile banking, ATM, credit cards

Handled the cash as well as non- cash transactions on the daily basis

Responsible for record keeping of the daily cash transactions and balancing it with the online transactions

Responsible for promotion of bank’s products and expanding customer relationship

Advised the customers on banking solutions and processes according to their requirements

Responsible for proper filing, documentation, verification of the credentials and timely submission of the account and transaction documents

SKILLS

Troubleshooting and configuration hardware, computer peripherals

Knowledge of SQL

Data collection, management, and analysis

Familiar with working on Windows

Working knowledge of ticketing software

In-depth understanding of Microsoft Office tools (Word, Excel, and PowerPoint, Outlook) & Acrobat

Ability to handle customer queries and work under pressure

Technology savvy

EDUCATION

Master’s in Business Administration (HR) July 2013 to May 2015

CGPA: 8.55

Batch Rank: Bronze Medalist

Bachelor of Technology (Computer Science & Engineering) August 2006 to June 2010

Degree- 1st Div. (Hons)

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