Jenefer Goldbell A
Sales Processing Associate V
Chennai
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Engineer
Hewlett Packard Enterprise
Chennai
03.2020 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Served as primary point of contact for support relating to owned solutions and products.
- Maintained response times to support business continuity.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Provided guidance on installing and integrating new software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Designed tailored engineering solutions for customers based upon key requirements.
Software Test Engineer
Hewlett Packard
Chennai
08.2013 - 02.2020
- Conducted regression testing, analyzed results, and submitted observations to development team.
- Managed scrum team and led successful meetings, training sessions and did deep dive analysis on issues to uncover solutions
- Created successful test scripts to manage automated feature testing,
- Optimized test cases to maximize success of manual software testing.
- Worked closely with different departments to develop innovative solutions to functionality issues.
- Participated in available trainings to improve software knowledge.
- Reviewed requirements, specifications and technical design documents to provide timely and meaningful feedback.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Planned and devised cohesive test plans for projects using advanced testing technologies.
- Fixed identified issues to improve workflows.
- Designed testing scenarios for usability testing.
- Checked configuration files and logs to uncover root causes of problems.
- Identified and tracked software defects and supported developers in resolving problems by completing additional tests.
Education
Bachelor of Science - Computer Science And Engineering
Kings Engineering College
Chennai 08.2009 - 06.2013
Skills
Scenario Manual Design
Support system management
Performance Optimization
Process improvement
Root cause analysis
Bug tracking
Staff education and training
Technical issues analysis
Application support
Technical documents comprehension
Skills
- Strong leadership skills, including coaching, team-building, and conflict resolution.
- Advanced project management skills including time and risk management, resource prioritization, and project structuring.
- Strong analytical and problem solving skills.
- Strong verbal and written communication skills, including negotiation, presentation, and influence skills.
- Strong multi-tasking and prioritization skills.
Timeline
Technical Support Engineer
Hewlett Packard Enterprise
03.2020 - Current
Software Test Engineer
Hewlett Packard
08.2013 - 02.2020
Bachelor of Science - Computer Science And Engineering
Kings Engineering College
08.2009 - 06.2013