Aviral Paliwal
Jaipur
Summary
Over 5 years of IT experience specializing in Application support within CRM and design domains. Proficient in identifying bugs and issues within applications, promptly escalating them to the appropriate teams. Demonstrates success in determining root causes of problems, also possesses the ability to work under tight schedules and meet deadlines efficiently. Proactive initiator, quick learner, and adept team player with excellent personal and group communication skills. Possesses a strong desire to learn, adaptability to new software and processes, and the ability to quickly and efficiently integrate into new environments.
Overview
5
5
years of professional experience
Work History
Application Support Engineer
A3 Logics
Jaipur
08.2022 - Current
- Work on issues reported by users via Jira, email
- Provided technical guidance to users on application-related issues, including installation, configuration, upgrades and troubleshooting.
- Investigated customer reported problems related to software applications and identified solutions to resolve them.
- Collaborated with other IT teams on system integration projects involving multiple platforms and technologies.
- Maintained knowledge base articles regarding common issues encountered when using supported applications.
- Suggested changes to support practices to drive improvements.
- Create reports for the user in Salesforce
- Perform user setup with relevant roles and permissions in Salesforce
- Performed various audits for clean-up and restructuring of licenses
- Work on new office and area setup for organizational restructuring
- Worked on the monthly recurring task of updating invoice (for Clawback amount)
- Product Master Support (Add/Update Product Description).
Subject Matter Expert
Teleperformance
Jaipur
10.2019 - 08.2022
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Maintained positive working relationship with fellow staff and management.
- Managed escalated customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Investigated customer complaints to determine root cause then implemented corrective action plans accordingly.
- Identified areas of risk within complex projects then proposed mitigation strategies for successful completion of tasks.
- Created documents of FAQ for Level-1 Support Executives for faster resolution.
- Drafted technical documents, such as user manuals and training materials, to ensure the accuracy of content.
- Created detailed reports on project progress, metrics, and results for stakeholders' review.
Education
Bachelor of Engineering - Computer Science
UIET
Chandigarh, India07-2017
Skills
- Problem-Solving
- Public Speaking
- Presentation
- Documentation
- Collaboration
- Customer Support
- Performance Analysis
- Incident Management
- Root cause identification
- User Support
- Technical issue resolution
- Technical Troubleshooting
- Technical Writing
- Application process improvement
- Training and mentoring
- Application testing
- Verbal and written communication
- Analytics
- Application support
- Hardware Configuration
- Customer Needs Assessment
- Teamwork and Collaboration
- Professionalism
Accomplishments
- Received Best SME of the month award in April 2021 and July 2021
- Received positive feedbacks from the client
- Suggested positive changes in business logics for enhancing activity
Languages
Hindi
First Language
English
Proficient (C2)
C2
Affiliations
- Do Standup Comedy and perform at cultural office functions and Open Mics in the city
- Did theatre during my college days and performed at various colleges like IIT Mumbai, IIT Kharagpur
- Enjoy traveling and always try to learn new skills
Timeline
Application Support Engineer
A3 Logics
08.2022 - Current
Subject Matter Expert
Teleperformance
10.2019 - 08.2022
Bachelor of Engineering - Computer Science
UIET
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