DEEPANKAR NEGI
Pune
Summary
Looking for a career-oriented job where I can use my technical, analytical, administrative skills. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Product Support Engineer
Cornerstone OnDemand Inc.
Pune
02.2024 - Current
- Resolved customer inquiries in a timely manner by providing effective solutions.
- Ensured compliance with industry standards when performing tasks related to product support operations.
- Maintained accurate records of all customer interactions, including resolutions provided.
- Performed quality assurance testing of existing products and services.
- Utilized diagnostic tools to identify potential problems within supported systems.
- Investigated reported incidents and took appropriate action based on findings.
Application Support Specialist (Subject Matter Expert)
Garg Data Information Pvt. Ltd. (BirchStreet Systems, LLC)
07.2019 - 02.2024
- Responsible for first level support for US location
- Understand the concerns received through tickets raised by clients
- Perform relevant and necessary Database research (in PL/SQL) and troubleshooting to find the cause of the concern and reply to the customer with resolution
- Escalate the user's concern to Escalations Teams as Level 2, Development/Integrations Team, or Project Management Team (if necessary) to discuss the issue or perform necessary actions to resolve the concern
- Product Monitoring and Bug Identification
- Gather requirements from the Corporate Clients to get them enacted to Development and Product Management Teams
- Provided various technical support services for the company’s software application, including problem analysis and resolution
- Trained end-users by means of verbal personal instruction and specially designed documentation
- Liaises with system developers to overcome known problems and improve the service quality
Customer Support Associate
Concentrix Daksh India Services Pvt Ltd, Noida
09.2016 - 02.2018
- Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Process orders, forms, and applications
- Follow up to ensure that appropriate actions were taken on customers' requests
- Refer unresolved customer grievances or special requests to designated departments for further investigation
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Education
Bachelor of Technology (Computer Science) -
Graphic Era Hill University
06.2016
Intermediate (ISC) -
Brooklyn School
05.2012
High School (ICSE) -
Brooklyn School
05.2010
Skills
- PL/SQL
- Data flow (Integrations)
- FTP/SFTP
- Microsoft Office
- JAVA
- Microsoft Excel
- JIRA
- Testing & Debugging
- TCP/IP
- DNS and DHCP
- REST APIs
Timeline
Product Support Engineer
Cornerstone OnDemand Inc.
02.2024 - Current
Application Support Specialist (Subject Matter Expert)
Garg Data Information Pvt. Ltd. (BirchStreet Systems, LLC)
07.2019 - 02.2024
Customer Support Associate
Concentrix Daksh India Services Pvt Ltd, Noida
09.2016 - 02.2018
Bachelor of Technology (Computer Science) -
Graphic Era Hill University
Intermediate (ISC) -
Brooklyn School
High School (ICSE) -
Brooklyn School
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