Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Isha Debbarma

Pune

Summary

Dynamic L2 support Analyst with a proven track record at Accelya, adept at resolving complex technical issues and enhancing API integrations. Expert in XML and troubleshooting, I successfully onboarded multiple partners, and delivered impactful training sessions. Recognized for analytical skills and commitment to client satisfaction, consistently exceeding service level agreements. Airline Industry Standards: Knowledge of IATA (International Air Transport Association) protocols and standards, including NDC (New Distribution Capability) for modern airline retailing and distribution.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Analyst II-L2 Support

Accelya
Pune
07.2024 - Current
  • Provide advanced technical support and troubleshooting for the issues raised by clients in the production environment ensuring timely and effective resolution
  • Collaborated with engineering and development teams to identify root causes
  • Manage and prioritize support tickets, ensuring compliance with service level agreements (SLAs), and maintaining high customer satisfaction.
  • Facilitated training sessions for new employees on procedures.
  • Handle P1 and P2 issues effectively until resolved.
  • Payment Gateway Testing (MIGS): Performed end-to-end functional and integration testing of the MIGS payment gateway, ensuring secure transaction processing, proper error handling, and seamless user experience.

Implementation Analyst

Accelya
Pune
03.2022 - 07.2024
  • Analyzed and resolved an average of 20 client technical issues per week
  • Collaborated with cross-functional teams to successfully resolve client reported bugs and provided production support and UAT support
  • Client Onboarding for NDC Content: Successfully onboarded multiple clients to access and integrate NDC (New Distribution Capability) content, ensuring seamless implementation and alignment with IATA standards.
  • Delivered training sessions to partners

Education

Computer Science and Engineering -

JIS College of Engineering
Kalyani, India
01.2021

Computer Science and Technology -

Women's Polytechnic
Agartala, India
01.2018

Skills

  • XML
  • API
  • HTML
  • CRM
  • AWS
  • Troubleshooting
  • SLA
  • NDC
  • Client onboarding
  • JIRA
  • Zendesk
  • Technical support
  • SoapUI
  • Rest API
  • JSON
  • SDLC
  • Technical troubleshooting
  • API integration
  • Production support
  • User acceptance testing

Websites

Certification

  • SQL Essential Training
  • IT Service desk: Service Management
  • Career Essentials in Project Management by Microsoft and LinkedInCareer Essentials in Project Management by Microsoft and LinkedIn
  • XML Essential Training
  • Business Analysis Foundations

Timeline

Analyst II-L2 Support

Accelya
07.2024 - Current

Implementation Analyst

Accelya
03.2022 - 07.2024

Computer Science and Engineering -

JIS College of Engineering

Computer Science and Technology -

Women's Polytechnic

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Isha Debbarma