Summary
Overview
Work History
Skills
Timeline
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Ankit Tiwari

Bangalore

Summary

Resourceful Lead Support Staff Member known for completing tasks efficiently and with high productivity. Possess specialized skills in team leadership, operational troubleshooting, and customer service management. Excel in communication, problem-solving, and adaptability, ensuring seamless operations and positive outcomes in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Lead Support Staff Member

Newton mail
Bangalore
02.2021 - Current
  • Performed root cause analysis on reported problems in order to identify solutions that would prevent similar incidents from occurring in the future.
  • Researched emerging technologies in order to make informed decisions about potential investments.
  • Responded promptly to customer inquiries, escalating issues when necessary.
  • Maintained accurate records of customer interactions and resolutions.
  • Collaborated with other departments to coordinate activities related to IT projects or initiatives.
  • Conducted regular meetings with the Support Team to discuss progress, challenges, and opportunities for improvement.
  • Monitored customer feedback to identify areas of improvement in customer service delivery.
  • Developed processes and procedures for the team to ensure operational efficiency.
  • Documented internal processes related to system configuration or upgrades.
  • Ensured compliance with company policies and procedures by all Support Staff members.

Senior QA Engineer and Support

Cloudmagic
Bangalore
08.2016 - 09.2018
  • Evaluated application security vulnerabilities using penetration testing techniques
  • End to End testing for the product
  • Provided support for the product and communicated with users.
  • Made process to make sure the TOT for an issue was reduced

QA Lead

Localoye
Bangalore
08.2015 - 08.2016
  • Identified opportunities for improving the efficiency of the QA process through automation or other means.
  • Ensured that all projects adhere to company standards and industry regulations regarding quality assurance practices.
  • Participated in design reviews and code reviews to ensure compliance with established coding guidelines and standards.
  • Maintained databases of known defects, tracking their resolution throughout the software development life cycle.
  • Tracked project timelines and milestones ensuring timely completion of tasks within budget constraints.
  • Monitored performance metrics such as response time, memory usage during stress testing sessions.
  • Developed test cases based on user stories and requirements documents and ensured they are up-to-date at all times.
  • Conducted manual and automated tests on software applications to identify bugs or defects.
  • Collaborated closely with development teams to ensure product stability before release.
  • Reviewed requirements documents and technical specifications to provide timely and meaningful feedback.
  • Assisted developers in troubleshooting issues related to software applications.
  • Created detailed bug reports with steps to reproduce the issue along with screenshots.
  • Analyzed existing systems for potential areas of improvement.
  • Supervised a team of QA Engineers in executing all phases of testing activities.

Skills

  • Strong leadership
  • Clerical Support
  • Calendar Management
  • Policy Enforcement
  • Microsoft Office
  • Report Generation
  • Support Services
  • Helpscout
  • Documentation
  • Project Planning
  • Mail handling

Timeline

Lead Support Staff Member

Newton mail
02.2021 - Current

Senior QA Engineer and Support

Cloudmagic
08.2016 - 09.2018

QA Lead

Localoye
08.2015 - 08.2016

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Ankit Tiwari