Customer Service Technical Support

Tanya Gera

**, ******** ****, *******, ****** 647-***-**** ***********@*****.***

Dear Hiring Manager,

I am very interested in applying for the Software QA Analyst position and I would like to elaborate more on my skill set and why I am a good fit for this role.

Proactive individual with capabilities to take multiple responsibilities

As a Technical Services Analyst at Edisoft Inc., most of my tasks revolved around communicating with clients to provide them with the technical support for Edisoft’s line of products and implementing/upgrading the software and/or its accessories remotely on client side. My role was a mix of technical support and Quality Assurance as for every support call that comes in we have to identify different test scenarios and perform manual testing. I was also responsible for gathering client’s requirements, educating/introducing them to our products, understanding their business needs by creating different use case scenarios and suggesting functionalities they can have. As a part of business analysis, I have created statement of work and other supporting documents for both internal and external stakeholders.

Sharp Analytical Mind

For a renowned organisation, I understand the importance of customer service and customer satisfaction of diverse communities. My work with Edisoft Inc. in a very diverse role has given me immense exposure into analysing client’s requirements, suggesting functionalities, implementing the solutions in the client’s environment and providing them with Remote Help Desk Support related to our products, SQL Server, Windows Server, LAN, WAN, Firewalls and Desktop based issues. Along with that, my 6 years of academic experience with couple of internships in software development makes me a diverse individual who is eager to learn and invest my talent towards the growth of the company.

Excellent Business Communication Skills

I possess excellent interpersonal and communication skills and being able to understand technology always keeps me abreast of latest technology trends. Within a short period of time at my most recent job, I was made an active member of Technical Steering Committee which works to create standard operating procedure manuals for handling day to day operations in technical services team. I was responsible to create standard criteria’s for different types of software upgrade to decide the level of resource required to assist the client. We came with the SOP for software upgrades which helped the company creating a standard practise on how to handle requests for software upgrade without utilising many resources and generating significant revenue.

Also, I have more than 2 years of customer service experience working part-time in Bell Canada, Wind Mobile and Tim Hortons which has brushed up my communication skills as well.

Understanding the very diverse culture within your company, I am extremely excited to be able to apply my knowledge, skills and my educational background to various tasks. I believe that holistic talents are essential to today’s economy and I feel that my capabilities as well as both my hard and soft would be able to bring value to the organisation.

Regards

Tanya Gera

Tanya Gera

72, Charlton Blvd, Toronto, M2M1B9 647-***-**** ***********@*****.***

Summary

• 6 months of experience working as a Technical Analyst being responsible for tasks: technical support, quality assurance and requirements gathering for new requests.

• Providing remote helpdesk support for all software products, SQL Server, Windows Server, LAN, WAN, Firewalls and Desktop based issues as well as implementing the products on client side using remote desktop tools.

• Hands on experience in creating the statement of work, work orders, use case scenarios and knowledge about creating functional and business requirement documents.

• Passionate about self-improvement and consistently delivered quality work.

Work Experience

Edisoft Inc. Technical Services Analyst July, 2016 – Jan, 2017

Providing Level 1 IT support to the end user system by identifying the customer challenges to resolve operational and technical issues with entire line of products including VAN services, LAN, ERP systems and EDI software.

Tracking the bugs and issue in Test Track to investigate further and making different test scenarios

Responsible for implementation of projects with exposure to all phases of project delivery lifecycle starting from Installation until Post production support.

Accountable for the product backlog by translating the product requirements into a prioritized set of well-defined use case scenarios.

Creating a statement of work as per technical and legal standards based on the client’s requirements.

Merchant Logistics Optimisation Module Project

Gathered the requirement from client for adding a new functionality in the product, understood their business need and suggested the solution accordingly.

Created a statement of work and supporting documentations for internal as well as external stakeholders to add a new module for auto-selection of the warehouse in the product and described the project scope for the implementation and delivery for the technical team.

Acted as one point of contact between Development and Client.

In House Software Upgrade Project

As a part of Technical Steering Committee we wanted to make sure that the Standard Operating Procedure not only covers the theoretical part but also a standard for the practical implementation of the projects.

I was responsible to run an upgrade project in 3 different scenarios in house on virtual environments covering whole software delivery lifecycle starting from Installation, Configuration, Testing (Unit, UAT, and Regression), Pre-Go Live, Go- Live and Post Production Support in both normal schedule and rush schedule.

After completion, created an optimal hands on certified SOP for the Software Upgrade requests for the Technical Services Team to follow.

SMN Infocom Pvt. Ltd Junior Intern (Developer) Dec. 2013- May, 2014

Worked on PHP, MySQL, ASP.net and SQL Server Technologies

Had one on one meeting with clients to discuss their requirements and assisted the technical team in designing the website according to the customer’s need

Provided technical support required during installation, configuration and troubleshooting various network related issues.

Track project performance and success metrics to maintain customer retention on a long-term basis, collect valuable feedback from clients for further implementation

Alpha Net Technologies IT Trainee Apr. 2012- Jun, 2012

Worked on Core Java along with the C++ basics and MySQL Server Technologies

Created a Desktop based Project “Advertisement Agency” for the company

Wind Mobile (Dealer) Wind Sales Specialist Feb, 2016 – July, 2016

Bell Canada (Dealer) Sales Representative Aug, 2015 – Jan, 2016

Sethsons Hospitality Team Member Nov, 2014 – May, 2015

Technical Knowledge

Hands on experience working with Supply Chain Automation Software, WMS, ERP systems and issue tracking software such as Test Track and Simple Help Remote support software.

Knowledge of different testing tools such as QTP, JIRA and HP ALM and testing scenarios.

Tracking software development related issues in the Test Track/JIRA and proactively creating different test cases to do necessary R&D.

Proficient knowledge about Risk Management Strategies and Project Coordination activities in Agile Team environment.

Programming Languages: Java, PL/SQL, ASP.Net, C, XML, C++, Visual Basic.

Proficient using CRM for logging in support cases, managing the customers and filling in the appropriate data of ongoing project work.

Academic knowledge about Firewalls administration, LAN and WAN communications and remote desktop support.

In-depth knowledge of MS Office Suite, NetBeans, Visual Studio, Android Studio, Eclipse, Oracle Database, Dreamweaver, Crystal Reports, Adobe Photoshop and Visual Paradigm

Proficient knowledge of Microsoft server technologies, programming logic, technical documentation standards, testing as well as code reviews and SDLC lifecycle methodologies

Proficient with Project Management tools such as MS project.

Experience with SQL along with an understanding of RDBMS, database structures.

Knowledge of ITIL and Project management lifecycle methodologies.

Education

Software Engineering Technology (Post-Grad Diploma) Sep, 2014- July, 2016

Centennial College, Scarborough, ON

Bachelor in Technology (Computer Science Engineering) Sep, 2010-May, 2014

Punjab Technical University, Jalandhar, India

Academic Projects

INDIGO BOOKS AND MUSIC INC. & SALESFORCE: Writing synopsis and researching on the background of the company about their ERP strategies, designs, workflows, use case models and their supply chain management strategies and prepared a case study documentation on the whole.

RENTAL MANAGEMENT SYSTEM: A user friendly application using Advanced Java technologies to develop an REMS (Rental Expense Management System) which will focus on managing the monthly expenses of any group of people living together in sharing. Implemented the database schemas using SQL technologies and investigated the features of web server using Eclipse MARS.

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