Chander Mohan
Derabassi
Summary
Diversely Skilled Technical Analyst with 8 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Overview
10
10
years of professional experience
Work History
Technical Support Analyst
Xorosoft Technologies Pvt. Ltd.
01.2021 - Current
- Contributed to ERP growth by supporting more than 90 Marketplaces and products from leading software companies, collaborating with an international, varied skill team of internal engineers, managers, clients, and developers
- Supporting production, Staging, and test marketplace and all the internal functionalities including company, user, product, order, invoice, payment, ticketing system and providing the solution within SLA
- Representing the support department in different customer meetings like Quarterly Operational Review (QTR), Monthly Operational Review (MOR), and weekly sync-up calls
- Collaborated closely with the leadership of different departments (product, engineering, customer success, account, digital transformation) regarding internal and customer-facing challenges, clarifying responsibilities, and improved partnership
- Worked on identifying blockers and exploring new opportunities to improve user productivity.
- Worked with the team in terms of product development with a clear vision and roadmap, ensuring alignment with our ERP and Data Strategy.
- Responsible for the Test Planning & Test Case Development for the new ERP features and contribute towards QA and QC department of our ERP product
- Responsible for User Acceptance , Regression & Usability testing of our software product
- Led the Internal process improvement to enhance the customer experience towards our ERP
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Streamlined support processes for increased efficiency and reduced response times.
Technical Support Engineer- Microsoft D36
Binary Stream Software - India
01.2020 - 01.2020
- Troubleshooting and finding exception & bugs using testing/troubleshooting skills
- Worked with development team during deployment, code fixes & maintenance of D365 ERP platform.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Multi Entity Management support to Microsoft Dynamics ERP users
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Managed multiple concurrent support cases with precision and focus, resulting in high rate of case closure within target timelines.
- Created detailed narrative documents to facilitate decision-making, clearly communicating rationales and strategies. Analyzed problems, proposed solutions with their pros and cons, and evaluate outcomes.
Technical Consultant
Basware Corp.
01.2019 - 01.2020
- Technical Support and Project Management for Basware ERP Users
- Implementing ERP and data validation on ERP projects
- Manual Testing and Troubleshooting of ERP Issues pre & post deployment
- UI and UAT testing prior implementation and deployment of project.
- Understand and interpret customer needs and requirements for data products. Ensure that the development aligns with the overall vision, roadmap, and targets customer needs effectively.
- Designed and implemented data migration strategies, ensuring seamless transition between systems with minimal disruption to business operations.
- Contributed to SAAS platform's growth by supporting more than 90 Marketplaces and products from leading software companies, collaborating with an international, varied skill team of internal engineers, managers, clients, different continents and time zones. Supporting production, Staging, and test marketplace and all the internal functionalities including company, user, product, order, invoice, payment, ISV Integration via Service Now and Jira ticketing system and providing the solution within SLA.
Senior Technical Associate
Tech Mahindra
01.2016 - 01.2019
- Product installation and migration
- Functional, UI & Integration Testing, browser compatibility testing of Web Applications
- Identify product defects and reported them via JIRA
- Rest API testing via POSTMAN.
- Mentored junior team members on best practices in coding and troubleshooting, fostering professional growth and enhancing overall team performance.
- Contributed towards successful completion of large-scale projects by coordinating tasks, prioritizing deadlines, and ensuring timely delivery of milestones.
- Delivered high-quality technical presentations to stakeholders for enhanced understanding of complex concepts while promoting a collaborative working environment.
Technical Consultant
Concentrix
01.2014 - 01.2015
- Handled User Queries and data via emails, calls and chat
- Worked on the user issues in real time environment
- Worked on the user requirements and implemented the same
- Worked on the customer accounts/database and handled customer's data
- Worked on the client end and handled the escalations
- Supervised and ran the internal training programs and shared product knowledge.
- Trained end-users on new systems, fostering a smooth adoption process and empowering users to maximize the potential of new technologies.
- Performed regular system audits to ensure compliance with regulatory standards, making necessary changes to maintain adherence where needed.
Education
Bachelor of Technology - Aeronautical Engineering
Career Institute Of Technology & Management
Faridabad, India12.2012
Skills
- ERP Software Applications
- Software Implementations & Integrations
- Stakeholder Management
- Product Management & Operations
- B2B
- FTP & SFTP operations
- BOM & Manufacturing ERP
- Manual Testing - Software Applications
- Root Cause Analysis & Debugging
- Project Management
- MySQL
- Postman- Rest-API
- L2/L3 Software Application Support
- Agile Process
- Rest API, Postman
- JIRA,ServiceNow
- JSON, XML
- MS office, Excell
- Unix- Basics
- SaaS Services
- SLA and OLA Analysis
- Incident Management
- Python-Basics
Birth Place
Ambala, India
Street
House No 170 GBP Eco Green-1 Society, Mohali , India
Personal Information
Date of Birth: 05/10/90
Languages
English
Advanced (C1)
Timeline
Technical Support Analyst
Xorosoft Technologies Pvt. Ltd.
01.2021 - Current
Technical Support Engineer- Microsoft D36
Binary Stream Software - India
01.2020 - 01.2020
Technical Consultant
Basware Corp.
01.2019 - 01.2020
Senior Technical Associate
Tech Mahindra
01.2016 - 01.2019
Technical Consultant
Concentrix
01.2014 - 01.2015
Bachelor of Technology - Aeronautical Engineering
Career Institute Of Technology & Management
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