Ex- SIF, Ex-PMC, Ex-Zebpay | Product support engineer at ZOOP.ONE | Devops enthusiast | Learning docker and kuberentes
6 Years of Experience
Pune, Maharashtra, India
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Not Available
An enthusiastic, fun loving person who loves to work hard and live free. Having an experience of 5 yr in core support as L3 TECH SUPPORT resolving over 1500+ critical and high priority tickets within SLA, with below responsibilities Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Maintain jovial relationships with clients In addition to that have an extensive knowledge in SQL, JSON, JavaScript, XML, C#, Incident management
ZOOP.ONE, SaaS/Cloud Product, Information Technology & Services
ZebPay
PMC Retail
ZOOP.ONE, ZebPay, PMC Retail, StayinFront
Job Title : Product Support Engineer
Company name : ZOOP.ONE
Period : July 2021 - Present
Summary : As team owner I helped migration of product fro V0
to V1
Worked on GCP and AWS and optimisied alerts and monitoring for V0 products
Setup new monitoring and business reports in Kibana and metadata as per requirement
Testing of API and debugging them via postman
Configurations of KAFKA events for better management and smoothening the process
Resolving daily production tickets and having call with clients for business requirements
Worked on creation of alert services from scratch
Worked on proactive monitoring and raised bugs as required to make the services stable
Worked on automation of several process
Location : Pune, Maharashtra, India
Job Title : Technical Support Officer
Company name : ZebPay
Period : November 2020 - July 2021
Summary : As technical support officer i am responsible for handling all the incidents and tickets related to blockchain network transaction
Resolved customer issue where funds have been deducted incorrectly or stucked for a long time
Monitoring and management of blockchain nodes and optimising different api servers and db servers for optimal performance
Testing of newly released functionality and setup monitoring
SSRS report preparation and present to CXO level members
Location : Ahmedabad, Gujarat, India
Job Title : Operations - L2 Analyst
Company name : PMC Retail
Period : August 2020 - November 2020
Location : Vadodara, Gujarat, India
Job Title : Technical Support Engineer
Company name : StayinFront
Period : September 2017 - August 2020
Summary : I Worked as a L3 technical support engineer and my primary roles and responsibilities are investigating and finding root cause of the issue logged by client or escalted via L1 and L2 team in timely manner within SLA
I also make sure the issues follow the ITIL methodology and logged under proper severity and priority
In addition to that I usee to monitor different application server, review and write Vb script and C# codes for different Workflows and also debugg them when an issue arises. I also am responsible to handle different NOC alerts for Database and application server.
I have hands on experience in writing complex Sql queries and stored procedure also reviewing and monitoring the database performance.
I also have experience in handling different AWS EC2 instances and working on Load balancers.
I also have experience in handling client calls and trouble shooting different problems via remote sessions, Also I am a part of the Critical incident management team and takes part in meetings and explain the issue to different depts. i.e. devlopment or hardware
Location : Gandhinagar
Title : Technical Support Fundamental by Google
Period : May 2022 - Present
Summary : ECVZCUN6JXS4, coursera.org, https://coursera.org/verify/ECVZCUN6JXS4
Issuing Authority : Google
Title : Intro to Service Management with ITIL® 4
Period : June 2021 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/b5a9fb7d42a89939887bd591357215a309317f17440d9e19b7e45ee153086faa?trk=backfilled_certificate
Issuing Authority : LinkedIn
Title : Sql fundamental
Period : August 2020 - Present
Summary : #1060-19328766, sololearn.com, https://www.sololearn.com/Profile/19328766/SQL
Issuing Authority : SoloLearn
Title : AWS
Period : August 2019 - Present
Summary : UC-SYV9BX8F, udemy-certificate.s3.amazonaws.com, https://udemy-certificate.s3.amazonaws.com/image/UC-SYV9BX8F.jpg
Issuing Authority : Udemy
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