Computer Programmer Support Representative

Harshit Mangesh Kambli

** ****** *** ********, ** R3T 2V1

**************@*****.*** C:647-***-****

HIGHLIGHTS OF SKILLS AND QUALIFICATION

•4+ year’s experience in Technical Support and Application Support Operational and analysis experience

•Deep Root Analysis reasons for contact and elimination of emerging bugs and issues

•Requirement analysis, product estimation and resource planning

•Experience in building Templates, played key role in product implementation

•Excellent customer service and client satisfaction history in Tier 1 and Tier 2 support

•Excellence in project planning, execution, audits and deliver the project on time

•Working experience with product design-HTML, CSS, Bootstrap and documentation for customers

•Proven strength in leadership, teamplay and Team Management

•Working knowledge of agile methodologies and experience in a scrum atmosphere

WORK EXPERIENCE

Technical Support Analyst May-2018-Current

Apple

•Provided technical solutions, product optimization to clients ranging from big 5 to fortune 500 clients such as Apple, Microsoft, Google

•Played key role in product sprints and collected feedback from client success teams to analyze and resolve common client concerns using knowledge banks

•Responsible for making sure about user password formations and use of Active Directory

•Provided expert analysis to troubleshoot technical and functional-related issues and problems, including finding and fixing bugs in the base product

Systems Analyst September 2017 - May 2018

Teleperformance Inc.

•Facilitated SMR (Software Maintenance Request) meetings and communicated ongoing status of all reported defects and enhancement requests; Maintain status of change requests in Clientele

•Attended customer sites to observe operations, and understand workflow to ensure effective functional/ technical requirements

•Performed process analysis and identified defects in software via cases escalated from support through testing and troubleshooting.

•Performed functional and user interface testing to validate solutions provided by development.

•Resolved or managed escalated support issues from TSS II professionals or management.

•Identified training needs and provided training to the support team(s) as needed.

Technical Support Representative Oct 2016 - September 2017

Toronto Hydro Inc.

• Constant improvement in the production phases and implementations

•Formulating Client expectations and communicating to stakeholders

•Working the plan to achieve higher than 30 % growth in service level

•Coaching, mentoring and engaging teams to achieve common goals.

•Solved emerging issues with ease and documenting steps to resolve payment issues

EDUCATION HISTORY

Computer Programmer Diploma Sept- 2014 – April-2016

Lambton College in Toronto

PROJECTS

Ecommerce Website (ME.COM)

Used HTML, HTML5, CSS, JAVASCRIPT

• Involved in application design, site architecture design, using CSS, JavaScript and HTML programming to meet validation requirements

BookNow(Used SQL DBMS)

Developed an application which would facilitate the reservation of online air tickets through an effective and yet simple GUI for a normal passenger intending to travel in airways. GUI was provided to following queries

•Travel history of a specific passenger

•Total hours that a specific aircraft has served during a specific time interval

•Total number of aircrafts belonging to a specific airline

•Total number of hours that a specific passenger has travelled during a specific time interval

•Total number of hours that a specific airline has been running during a specific time interval

•List of all passengers who flew to a specific city during a specific time interval

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