Technical Support Engineer

Resume

Miss. Yogita Arun Bhosale

Mobile No: 955-***-****

Hadapsar, Pune, Maharashtra.

E-mail: ***************@*****.***

Total/Relevant Experience: 7+ Years

Present Company: FirstCry.com(Brainbees Solutions Private Limited.)

Past Company: PurpleRadiance Technologies Private Ltd. Pune.

Education: MCS

Skills:

Technical Skills: Strong understanding of operating systems (Windows, Linux/Unix), and application technologies.

Troubleshooting: Proficient in using various tools and techniques for troubleshooting and problem resolution.

Analytical Skills: Strong analytical and problem-solving skills to identify root causes and develop solutions.

Communication Skills: Excellent communication skills to collaborate effectively with cross-functional teams.

ITIL Knowledge: Familiarity with ITIL processes and procedures.

Active Directory Knowledge, AWS/Azure Certified

Professional Summary:

working as Technical Support Engineer with FirstCry.com

worked as Technical Support Officer with PurpleRadiance Technologies Private Limited.

Have around 7+ Years of extensive hands on experience in industry.

Detailed Work Experience:

Organization: FirstCry.com (BrainBees Solutions Private Limited)

Department: IT

Role: Support Engineer-2

Team Leadership:• Lead and manage a team of cloud telephony support engineers.

• Assign tasks, monitor performance, and provide coaching and development opportunities.

• Foster a positive team culture focused on customersatisfaction.

Having Knowledge to give support on Different Projects Like B2C Projects, B2B Projects, MIS Support, WMS Projects, Travel Management System(TMS).

Worked on B2C – As CRM Support, CAMs Support, F_end Support.

Project Title: CRM Support

Responsibilities:-

-To Solve all internal and External issue by using tickets.

-Cx raised issues from email/phone. Need to Use CRM tool For solving issues.

-Having Experience Service tools like- Redmine, JIRA.

• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.

• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA, Service Desk etc.

-Need to share BTC(Business Task Code) with Dev / Management if any new requirements occurs.

-Having Experience on Active Directory.

Project Title: Front End Functional Support.

Responsibilities:-

Troubleshooting of on all Android/IOS app.

Escalated the incident on different higher level to close it at the earliest.

Responsible for handling technical Incidents related to certain specific products.

Performing Regression testing for Android & IOS app testing.

Experience in Mobile & Web Application.

Making of all android, IOS app Incident Report related to specific version, Device Details and sharing it to all management on Daily Basis.

Have hands on Experience for Project Tracking tools like Redmine.

Having experience in Testing of different Payment Gateways and UPI payment technology.

Execute Front end Functional Support Part.

Good Experience in checkout flow like payment modes and payment gateways.

Desktop,MS, Android app, IOS app testing various versions of mobile device.

Solve Technical issues of internal department through email.

Co-ordination with Team Managers, Leads.

Worked on Jarvis to catch Events.

Project Title: CAMs Support

Responsibilities:-

-To Solve Access Related issues of all internal and External teams from Head office till WHs by using Emails.

-Responsible To Give access of Different systems like Inward,Procure, Smartbees, POS, Mis reports, CRM, IPL, intellikit etc.

- Responsible to Active/ Inactive users from systems.

- Need to check ticket allocation requests from TRS(Travel Registration System) which will help to employee who supposed to travel outside for company requirements.

Worked on B2B – As POS System Support.

Project Title: POS System

Responsibilities:-

-To Solve All issues of Stores which are located in India.

- Responsible to check if system is having any issue.

-Need to check if any franchise registered or not.

-Coupon Codes(Like any Discount Code, Store coupon code) Related issues where is working with store or need to check where it will be inactive.

Organization: PurpleRadiance Technologies Private Ltd.

Role: Technical Support Officer

Responsibilities:

Troubleshooting of CDR Analysis Software.

Responsible for handling technical Incident related to certain specific products like CDR, CellTrack Application and SDR Application.

Clients: Leading Law Enforcement, Defence and National Security Organizations.

Project Title: CDR Software support.

Project Title: CellTrack And SDR Application

Perform L2 troubleshooting as the situation dictates for any and all network outages as reported by users and operational personnel.

Coordinate with Onsite team to ensure timely and satisfactory resolution for any trouble tickets.

Coordination with customers via call and Email to share that update.

Place: Pune Yogita Arun Bhosale.

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