Arpitha Maria
BANGALORE
Summary
Dedicated Product Support Specialist offering 2 years of unparalleled assistance with problematic end-user technical and data requests. Resourceful approach to scanning up-to-date specifications, ascertaining necessary software versioning and scalability to address service queries. Insightful expert at analytics, ticketing and task management while directly overseeing critical product support and customer communication. Expert QA resource with dedication to streamlining processes to meet crucial thresholds to improve product usefulness.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Product Support Analyst
Infor
BANGALORE
10.2021 - 08.2023
- Analyzed user requirements, procedures, and problems to improve system performance.
- Investigated complex problems by consulting internal databases and research materials to provide resolution advice for customers.
- Assisted with troubleshooting and resolving customer inquiries related to product usage.
- Working Experience on Reporting Tool (IBM Cognos)which is integrated to the property management system.
- Experience in installing and upgrade of the SQL Database, Application server, reporting server and vault applications with regard to the property management system.
- Identified root cause of customer issues and resolved them in a timely manner.
- Analyze & Enhance the Performance (On-Premise & Cloud Deployments) of our Products and Service Deployments across our Customers Systems, irrespective of their regions (Asia- Pacific-Japan, North America, Europe & Middle East).
- Perform Root Cause Analysis ( RCA), Investigate, Analyze, Backtrack & Resolve Product Incidents.
- Maintained knowledge base content related to common customer questions or issues.
- Address our customer’s complex and oftentimes challenging Customization Requirements.
- License renewal, validation & other license-related operations.
- Installation, configuration, deployment, re-deployment & troubleshooting of all our Hospitality ERP Product Portfolio (Liaison, SQL, HMS On-Premise Deployment).
- I have extensive experience with Jira (Development & QA Team Collaboration Platform), CSP (DBA & Cloud Team Collaboration Platform), Xtreme (Customer-facing Collaboration Platform), PagerDuty (Critical Operations Coordination Platform).
Education
Bachelor of Engineering Technology - Computer Engineering
East Point Collage of Engineering And Technology
Bangalore08.2021
PUC - PCMB
Mount Carmel PU Collage
Bangalore03.2017
High School Diploma -
St. Charles High School
BANGALORE03.2015
Skills
- MySQL
- Software Upgrades
- Database Management
- Troubleshooting Network Issues
- Problem-Solving
- Application Installations
- Quality Assurance (QA)
- Jira
- Cross-Functional Collaboration
- MySQL, SQLite3
- Java (Core, Swing, AWT)
- C, C C#
- Python (Core, GTK)
- Basic Linux Administration
- Microsoft Office (20xx, 365)
- Basic (QBasic)
- JavaScript, CSS, Bootstrap
- XML
- Linux Application Development (with Python, C, C, Java)
- Android App Development (with Java, Python)
- Customer Service
- Technical Troubleshooting
- Collaborative Team Player
- Software Evaluation
- Software diagnosis
- Application support
- Technical documents comprehension
- Multitasking Abilities
- Teamwork and Collaboration
- MS Office
Accomplishments
- I have investigated and resolved 1200+ complex, critical incidents with a 98% satisfaction rate (as per feedback from customers).
- I have authored & published 110+ Knowledge Base Articles to date. Most of those Articles have been referred to by hundreds of Analysts & Engineers, across divisions.
- I was presented with the Star Award on 6th September 2022, in recognition of my outstanding performance and my hard work, to go above and beyond the call of duty.
- I have led 100+ Product(Liaison, HMS) Installation, configuration, and deployment operations (Customer-facing &Internal).
- I have led over 120+ Performance Enhancement & troubleshooting operations (Customer-facing & Internal).
Certification
- Architecting with Google Compute Engine
- Google Cloud Fundamentals: Core Infrastructure
- Essential Google Cloud Infrastructure: Foundation
- Reliable Google Cloud Infrastructure: Design and Process
- Elastic Google Cloud Infrastructure: Scaling and Automation
- Essential Google Cloud Infrastructure: Core Services
- Preparing for Your Associate Cloud Engineer Journey
- EU - General Data Protection Regulation (GDPR)
- Global Deployment Strategy - High Level Cybersecurity (FY22) - 2022
- Infor Technical Architecture (Part 1 & 2) Cloud R&R Matrix 2021
Languages
English, Kannada, Hindi
First Language
Kannada
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Product Support Analyst
Infor
10.2021 - 08.2023
Bachelor of Engineering Technology - Computer Engineering
East Point Collage of Engineering And Technology
PUC - PCMB
Mount Carmel PU Collage
High School Diploma -
St. Charles High School
Similar Profiles
Ethan SpadeEthan Spade
Senior Client Partner at InforSenior Client Partner at Infor
Tory DixonTory Dixon
Senior Quality Assurance Analyst at InforSenior Quality Assurance Analyst at Infor
Layla NugaliLayla Nugali
Product Support Analyst at InforProduct Support Analyst at Infor
Nathan HewatNathan Hewat
Principal Consultant at InforPrincipal Consultant at Infor
Tania KhandakarTania Khandakar
GIS Consultant at Wipro LTDGIS Consultant at Wipro LTD