Durgesh Shukla
Technical Product Support Engineer
Ahmedabad
Summary
Experienced Technical Support Engineer with a demonstrated history of working in the computer software industry. Skilled in SDLC tools in JIRA, Email Writing, Business development, Requirements gathering, Test Management tools. Strong information technology professional with a Bachelor of Technology - focused in Mechanical Engineering from JNU, Jaipur.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Product Configuration Analyst II
Sprinklr
01.2023 - Current
- Validated results and performed quality assurance to assess accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Queried databases for information needed for report processing.
- Enhanced interfaces to promote better functionality for users.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Implemented change control, configuration status accounting and configuration audits.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Proved successful working within tight deadlines and a fast-paced environment.
Technical Product Engineer
QMetry India Pvt Ltd
10.2019 - 01.2023
- Handling of customer cases and escalations. Prompt and
responsive approach to customer situations. - Ensuring all customer cases/communication is
proper and SLAs are met. - Troubleshoot and replicating issues on Test
Environments to optimize performance and
Escalates to Level 3 Support Engineers and/or to
developers as needed. - Working on testing the result through Automation
with Jenkins, Postman using an Open API & REST API.
Closely work with development, QA, and Product
Owner on Improvements/Bugs. - Continuous interaction with development team
about new fixes & current software challenges
Create, reviewing and maintaining knowledge
articles. - Work with Product Owner to test features
part of release and prepare release notes.
Communicate with customers about
announcements/downtime. - Help Sales/Marketing on customer queries.
Worked flexible
Service Engineer
Shreevasati Technologies Pvt Ltd
01.2018 - 11.2018
Trainee @ Tech support
Teleperformance
09.2017 - 12.2017
Education
Bachelor of Technology (B.Tech - Mechanical Engineering
JAIPUR NATIONAL UNIVERSITY
Jaipur, RJ 08.2013 - 06.2017
High School Diploma -
Kendriya Vidyalaya No.1 Rewa
Rewa, M.P 04.2011 - 07.2013
Skills
Technical Product Support
Accomplishments
Received multiple times the Pat On the Back award
for appreciative work in year 2020 and 2021.
Timeline
Product Configuration Analyst II
Sprinklr
01.2023 - Current
Technical Product Engineer
QMetry India Pvt Ltd
10.2019 - 01.2023
Service Engineer
Shreevasati Technologies Pvt Ltd
01.2018 - 11.2018
Trainee @ Tech support
Teleperformance
09.2017 - 12.2017
Bachelor of Technology (B.Tech - Mechanical Engineering
JAIPUR NATIONAL UNIVERSITY
08.2013 - 06.2017
High School Diploma -
Kendriya Vidyalaya No.1 Rewa
04.2011 - 07.2013