Support Specialist Application
Resume:
Melvin Chacko
**** ****** **** *******, ** ****3
*********@*****.***
https://www.linkedin.com/in/melvin-chacko-028095117/
https://bold.pro/my/melvin-chacko-240*********
As a Problem-solving Software Support Specialist with 6 years of experience in customer-facing user assistance, I have provided key problem-resolution services for hundreds of customers. My focus has always been on maximizing their satisfaction with the company to increase loyalty and retention. With my experience in both customer and B2B interactions, I possess a specialized talent for explaining technical problems
Additional Information
Visa Type: Green Card
Skills
Languages: C, C++, Java, ASP.NET, Mat-Lab, PowerShell, MySQL, SQL, API and Basic Knowledge in AWS and on-going on certification for Cybersecurity.
Packages: Boot Image, OS Image, Microsoft Office, Visual Basic, System software, utility software, and application software.
Web Technologies: HTML, XML, and Browsers.
Operating system: Windows, SaaS platforms, Linux.
Skill : Batch Scripting, Server Configuration, IIS (Internet Information Services),Troubleshooting, Server Maintenance, Implementation, Data Collection, Escalation Handling, Relationship Building, understanding of internet protocols (HTTP, SSL/TLS, TCP/IP,etc.)Firewall, Administration, DHCP, DNS, VoIP and IP Addressing, TCP/IP Configuration and Hardware/Software Installation, Maintenance & troubleshooting, Maintaining Endpoint solutions.
Work History
2018-03 - 2024-01
Application Support - II Analyst
Paul Mason Consulting Pvt Ltd, Vadodara, Gujarat, India
Providing level 2 application support for clients in the United Kingdom and North America.
Work experience or knowledge in ITIL processes, particularly Incident Management and change management.
Install/upgrade/configure/patch and otherwise support 3rd party enterprise software.
Handling high-priority and escalated tickets from premium customers.
Experienced using Salesforce, CRM, Zendesk, Jira, Confluence, or similar software.
Working on the SaaS Environment server, cloud-based applications and Linux-based cluster management software product to support customer clusters.
With guidance, perform patch management, application packaging and distribution, and operating system deployment (OSD)
Exposure to Monitoring Tools – Grafana.
Performing code review, code optimization, SQL query optimization, and server performance improvement.
Analyzing and mapping data and writing SQL scripts to extract data from SQL databases.
Using SQL Agent to schedule and monitor SQL jobs.
Implementing the latest software into different environments and handing it to the respective team for further testing.
Continuously improve best-practices and documentation on incident handling
Taking ownership of incidents raised by customers or the 1st line, resolving them, and providing workarounds until the issue is resolved.
Responds to client inquiries concerning software operation and troubleshoots system software and operator complications.
Scheduling maintenance on the servers.
Monitor customer systems and continuously contribute to monitoring and alerting improvements
Perform root cause analysis by reviewing infrastructure, system, product logs and query databases.
Troubleshooting networking, performances of systems and clusters.
Supporting EPOS/POS systems in Windows and Linux environment the retail domain.
Collaborating with the L3 team, the development team, software development teams, and the cloud team.
Managing systems and servers to ensure uninterrupted service (Epicor and NSB).
Performing patching activities on tills, servers, and mobile devices.
Managing and administering end-point systems, including user accounts, permissions, and access controls.
Experience of the Windows Operating System
Testing in-house applications for project- and support-related activities on UAT servers.
Providing consistent support for Windows servers and backup management.
2017-04 - 2017-11
IT - Coordinator
Seth M. R. Jaipuria School, Fatehpur, Uttar Pradesh, India
Proficient in Windows Operating Systems, 2007, 2010 and Windows Server 2008 R2/2012R2
Provided exceptional end-user support, resolving technical issues quickly to minimize disruptions.
Perform troubleshooting in ERP
Generated reports in CRM and ERP handover to the management team.
Created end user report to extract data from ERP system within specified parameters.
Taught end users to navigate the ERP system by developing and presenting training sessions.
Collaborated with vendors to negotiate contracts, resulting in significant cost savings without compromising quality or service levels.
Improved system efficiency by implementing and maintaining hardware and software solutions.
2017-01 - 2017-03
Project Intern in Java
Iprimed Education Solutions Private Ltd, Bengaluru, Karnataka, India
Utilized data analysis skills to identify areas of improvement in current projects, leading to better results.
Managed client communication distribution during ongoing projects.
Monitored and reported on project risks and proposed solutions.
Supported project managers in monitoring project progress, maintaining up-to-date documentation and reports.
Education
2011-05 - 2015-05
Bachelor of Science: Information Technology
Bharath Institute of Higher Education And Research - Chennai, Tamil Nadu, India
Accomplishments
CSAT (Customer Satisfaction)
Player of the month award from PMC Company (November 2018) for dedication and sustained performances in supporting PMC customer delivery.
Extra mile award from PMC Company (June 2021) for outstanding performance during critical times and to meet customer expectations.
Extra mile award from PMC Company (June 2023) for going above and beyond in support of our customers and showing outstanding customer service skills.
Special team award from the PMC Company (November 2023) for outstanding performance and teamwork.
Certifications
2014-11
C#, NIIT Chennai T Nagar Centre
2015-01
SQL, NIIT Chennai T Nagar Centre
2015-05
Java, NIIT Chennai T Nagar Centre
2024-05 Google Cybersecurity Certification: Google's Foundation Certification, Play It Safe: Manage Security Risks, Connect and Protect: Networks and Network Security. Tools of the Trade: Linux and SQL
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