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@vw6894728vw
Member since March 11, 2008
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vw6894728vw

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I have 7 years experience in IT field where I worked full time as a support analyst. Took a break from workforce post childbirth and then started as a freelancer since Nov'16. • Major experience lies in technical support, phone/email/chat support, SQL queries, troubleshooting, debugging, manual testing. • Also handled projects wherein worked as Operation Manager for a real estate portal, online shopping platforms. • Got experience in social media promotion, marketing on social media, sales activities promoting new features/modules/apps to customers. • Experience in web research and lead generation. • Wide technical exposure ranging from industry standard tools (Clarify, Support Zone), languages (PL/SQL, Java, HTML, ASP), Databases (Oracle and SQL), Crystal Report, Great Plains, Weblogic to proprietary applications and languages • Exposure to ITIL framework and best practices • Worked as a single point of contact with minimal supervision
$5 USD/hr
1 review
2.4
  • 100%Jobs Completed
  • 100%On Budget
  • 100%On Time
  • N/ARepeat Hire Rate

Portfolio

Recent Reviews

Experience

Support Analyst

Apr 2010 - Jun 2012 (2 years)

Acting as a first and single point of contact for customers in all geographies. Responsible for offering support services to clients and other team members via phone, email, chat, webex sessions, issue logging & resolution, maintaining knowledgebase system, complete understanding of installation and deployment procedures and troubleshooting of issues. Troubleshooting involved reading through the code and writing SQL queries. Got things done independently in order to avoid customer escalations.

Application Support Analyst

Nov 2008 - Dec 2009 (1 year)

Was responsible for supporting multiple customers across geographies (primarily North America). My primary responsibility included taking ownership of customer tickets from assignment to closure. I was also given additional responsibilities of pre-sales support engineer and product tester because of my expertise with tool deployment, setup and understanding of customer requirement. Crystal report design and hosting application on Weblogic servers were part of this role.

Support Engineer

May 2007 - Dec 2007 (7 months)

My primary responsibility was to act as a customer interface and gather data for replicating the issue in test environment. After replicating the issue in test environment my responsibility was to assign the ticket to the concerned team and work with them to closure. Because of my technical expertise, in-depth understanding of the application and first hand understanding of the customer issue, I used to play a key role in ticket resolution.

Junior Engineer

Oct 2004 - Apr 2007 (2 years)

As a level-2 support engineer my responsibilities included handling tickets and also doing product/patch deployments in live environment. This role involved a lot of co-ordination with multiple teams and client and I was responsible for end-to-end completion/resolution of tasks/issues. This project used ITIL best practices and therefore I have got a good understanding of ITIL framework and terminology. I had also developed an internal ticketing inventory tool as a part of this project.

Education

0

2004 - 2007 (3 years)

0

2000 - 2003 (3 years)

Certifications

  • US English Level 1
    90%

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