Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
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Jeet Mukherjee

Jeet Mukherjee

Nagpur

Summary

An Enthusiastic, self-motivated and experienced Product Support specialist with over 7 years of successful experience in serving reputed product based as well as service-based organization. Strength in excellent communication and customer interaction skills along with the skills beneficial for the organization like integration testing, SQL.

Overview

7
7
years of professional experience

Work History

Senior Product Support Analyst

Rayden Interactive
Pune
05.2022 - Current
  • Managed and optimized US healthcare IT operations at Phreesia INC, ensuring client satisfaction and regulatory compliance
  • Managed a team of Technical Associates, providing end-to-end application and product support to clients, including HL7 and API integration support, and SUMO Logic
  • Led implementation and integration of healthcare IT solutions for clients, including database configuration and support
  • Identified root causes of technical problems and recommended appropriate solutions, minimizing resource and time losses
  • Monitored compliance and filing requirements and implemented quality initiatives to reduce risk
  • Monitored KPIs and proactively addressed bottlenecks and quality issues, ensuring timely project delivery
  • Developed monthly and daily production output plans, delivering on customer service and financial metrics
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges, ensuring smooth operations
  • Took on additional job duties during unexpected backlog, resulting in meeting project target date
  • Implemented and assisted in Enterprise Resource Planning (ERP), resulting in a significant increase in team size.

Senior Technical Analyst

Solera, Inc.
Hyderabad
10.2019 - 05.2022
  • Supported clients and On-site technicians with product and application troubleshooting, collaborated with top officials on high priority cases, managed escalated cases, quality audits, training and mentoring.
  • Worked on platforms like: Linux, Splunk, sales force, Tableau, SQL, JIRA, DFG, SCOM.
  • Performed Quality audits for the smart recorder version 3 and Version 4
  • Performed troubleshooting to restore a faulty controller power, check wiring issue.
  • Assisted clients in retrieving video feeds of the collision.
  • Retrieved log data via gambit using Linux command for Version 3 model.
  • Used SQL codes in Splunk to retrieve log data for Version 4 model to analyze the root cause of the issue.
  • Used tableau to analyze the customer fleet data and company and fleet score (monthly, weekly).

Technical Operations Analyst

IBM
11.2016 - 09.2019
  • Supported clients in managing their accounts and have assisted them with installation, deployment and troubleshooting their issues raised as incident or service requests
  • Taking remote access of client's machine and assisting them with installation, deployment, and troubleshooting
  • Basic networking troubleshooting (collecting minimal data set, updating Group Policy, Wi-Fi driver installation, DNS update
  • Configuring and mapping network printers and network drives
  • Discussed prioritization with incident management for multiuser incidents/major incidents ( sev 1 and 2 ) with validate use of knowledge base
  • Always ensured that quality services are delivered with regards to the agreed SLA
  • Taking training sessions of new employees.

Customer Service Executive

ICICI Bank
06.2016 - 11.2016
  • Served as a customer support executive in international voice process
  • Dealing with international icici bank customers in managing their accounts and have assisted them with the I mobile application
  • Checking the fraudulent transaction, blocking their card and reporting to risk management team
  • Responsible in selling the premium packages to customer over the phone which would be beneficial for them in securing their account.

Education

BE - computer Science

G.H.Raisoni College of Engineering
Nagpur
06.2016

Diploma - computer technology

G.H. Raisoni Polytechnic
Nagpur
05.2013

Higher Secondary (Electronics)

Dinanath Junior College
Nagpur
05.2011

Senior Secondary

Somalwar Nikalas High School
Nagpur
2009

Skills

  • Technical support knowledge
  • Communication skills Linux, Splunk, Tableau, SQL, SUMO Logic, HL7
  • Active Directory, ADAXES, ARS
  • Excellent Diagnostic Skills
  • Windows troubleshooting
  • Microsoft office
  • Calls, Chats & Self-Service
  • Ticket Handling Sales Force and Coretech ServiceNow
  • Remote Access Technology (Teamviewer, Teams, skype etc)
  • IBM Big Fix, CITRIX, Sophos, RDP
  • Technical Troubleshooting
  • Incident Management

Accomplishments

  • Recommended process improvements to continually identify, analyze and fix constraints and challenges, ensuring smooth operations.
  • Took on additional job duties during unexpected backlog, resulting in meeting project target date.
  • Implemented and assisted in Enterprise Resource Planning (ERP), resulting in a significant increase in team size.
  • Awarded with numerous awards for being the performer of the month.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Product Support Analyst

Rayden Interactive
05.2022 - Current

Senior Technical Analyst

Solera, Inc.
10.2019 - 05.2022

Technical Operations Analyst

IBM
11.2016 - 09.2019

Customer Service Executive

ICICI Bank
06.2016 - 11.2016

BE - computer Science

G.H.Raisoni College of Engineering

Diploma - computer technology

G.H. Raisoni Polytechnic

Higher Secondary (Electronics)

Dinanath Junior College

Senior Secondary

Somalwar Nikalas High School

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