Himani Patil
Product Support Engineer
Pune,MH
Summary
Support Analyst with 3.5 years of experience in helping users utilize and troubleshoot software and systems. Product support Engineer with proven to troubleshoot and resolve technical product issues. Demonstrated strong product knowledge to quickly identify and correct problems. Resourceful with focus on prioritizing wide range of tasks while delivering quality support. Poised and professional in stressful and high-pressure situations.
Overview
4
4
years of professional experience
Work History
Product Support Engineer
KOKO Networks India Pvt Ltd
9 2023 - Current
- Took ownership of product-related issues, researching, diagnosing, troubleshooting, and triaging to identify solutions
- Collaborated with developers, QA engineers, and product managers for efficient issue resolution
- Followed escalation procedures for unresolved issues and provided regular reports to management
- Adhered to SLA for issue resolution and offered prompt, accurate feedback to internal customers
- Worked with Linux systems, AWS services (EC2, S3, RDS, CloudWatch), and scripting (bash, Python)
- Utilized knowledge of basic web applications and SQL for troubleshooting
- Comfortable working in shifts to ensure 24/7 support.
Incident Manager
Teamware Solutions Pvt Ltd
06.2018 - 12.2018
- Used root cause analysis, aggregated monitoring, and diagnostic tools to minimize potential application support problems
- Analyzed reports to identify trends, help reduce aging incidents, and detect process variances
- Determined root cause of incidents to minimize adverse impacts and reduce the likelihood of recurrence
- Managed IT team workflows and established priorities, effectively meeting objectives.
Associate Support Engineer
Ideas, SaaS Company
06.2017 - 02.2018
- Provided SaaS support to clients
- Monitored service interruptions and performed line 1 and line 2 investigations of issues, resolving them
- Tracked reported IT issues to discover trends and plan remedial actions.
- Managed escalation process for complex issues requiring specialized expertise or additional resources.
- Increased customer satisfaction by providing prompt and effective support for software and hardware issues.
L2 Support Engineer
Collabera Technologies Pvt Ltd, Wipro
06.2016 - 05.2017
- Resolved L1/L2 tickets using the SNOW ticketing tool
- Reported major IT issues or defective products for further escalation
- Completed a large number of technical support tickets each week, maintaining a high first-call resolution rate.
Education
Bachelor of Engineering - Information Technology -
MKSSS's Cummins College of Engineering for Women
Pune, MHSkills
ServiceNow ticketing tool
Agileexperience
Experience working in Agile methodology and collaborating with cross-functional teams.
Communicationskills
Excellent verbal and written communication skills, with a client-focused approach.
Analyticalskills
Strong analytical skills with a focus on root cause analysis and resolution.
Accomplishments
- Achieved High level recognition to helped deliver the key milestone for Geotiles boundary expansion. The rollout has been smooth with no issues reported from the field.
Timeline
Incident Manager
Teamware Solutions Pvt Ltd
06.2018 - 12.2018
Associate Support Engineer
Ideas, SaaS Company
06.2017 - 02.2018
L2 Support Engineer
Collabera Technologies Pvt Ltd, Wipro
06.2016 - 05.2017
Product Support Engineer
KOKO Networks India Pvt Ltd
9 2023 - Current
Bachelor of Engineering - Information Technology -
MKSSS's Cummins College of Engineering for Women
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