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
Experienced with Jira Cloud/Server and JSD
Knowledge of Testing Process, SDLC
Rest APIs
Automation Frameworks and tools
Self driven, Troubleshooter
Strong problem-solving & triage skills
Skilled at multitasking
Jenkins
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