Jyoti Gupta
Noida
Summary
Personable and dedicated Customer Service Representative with extensive experience in Metering and Software industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializing in quality, speed and process optimization. Articulate, enthusiastic and results-orientated with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Landis Gyr
Noida
02.2017 - Current
- Provided Incident and Problem management along with technical service support utilizing ITIL-based practices and procedures.
- Conducted analysis and triage of incidents using ServiceNow.
- Patching of application to fix any reported issues and validation.
- Creating Knowledge Base articles for reuse.
- Integrated network elements and third-party tools, such as OMS and CIS, with HES.
- Deployment and configuration of Product DEV, UAT and Pre-Production environment for client.
- Implemented seamless data center migrations, successfully transferring operations from existing on-premises setups to both on- premises locations and the GCP cloud.
- Making architecture diagram of every customer with all Infrastructure components and planning migration accordingly.
- Implementing the process of changes in scope to a migration introducing formally and getting approvals using change management system.
- Maximized customer satisfaction by resolving service issues promptly.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with installation, configuration, and troubleshooting of products.
Software Engineer
Accenture Services Private Limited
Hyderabad
01.2015 - 01.2017
- Successfully resolved application problems by troubleshooting and implementing appropriate solutions.
- Developed automation scripts for application maintenance using shell scripting.
- Ensured efficient handling of Incident, Problem and Change management tickets for designated applications.
- Designed, managed and maintained automated tools to streamline operational processes and decrease time spent on repetitive tasks.
NOC Engineer
Ericsson
Noida
03.2014 - 01.2015
- Conducted network health checks on a daily basis to maintain optimal network performance.
- Supervised and coordinated all tasks related to NOC operations.
- Worked with back office and other teams to track the fault and ensured that the fault is rectified.
- Created and maintained documentation to understand traffic flows and identify bottlenecks.
- Ensured accurate communication with customers regarding ongoing issues and facilitated swift resolution by engaging appropriate teams within specified SLAs.
Education
Bachelor of Science - Electrical, Electronics and Communications Engineering
Raj Kumar Goel Institute of Technology
Ghaziabad06-2014
Skills
- Process optimisation
- Customer needs analysis
- Incident Management
- Problem Management
- Customer data management
- Problem-solving
- Product knowledge
- SLA management
- Scripting Languages
- Technical Troubleshooting
- Application support
- System Maintenance
- SQL/Oracle Queries
- Windows & Linux
- Shell scripting
- Nagios, ALV monitoring tools
- ServiceNow, CRM, ITSM
Accomplishments
- Travelled on-site (twice) for product deployment and Configuration as per customer requirement.
- Got Business Excellence Award in December 2018 for end-to-end customer coordination and deployment of command center in Meralco.
- Got Technical Excellence Award in November 2017 for contribution and improvement in performance of few customers.
- Leading team of 6 members to complete 300 customer migrations.
- Awarded APEX Award for excellence in July,2016 for automating build/rebuild processes which saved 55% of manual efforts.
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of Migration & reduction in downtime for customers.
Certification
- ITIL Foundation
- Associate Cloud Engineer
Timeline
Product Support Specialist
Landis Gyr
02.2017 - Current
Software Engineer
Accenture Services Private Limited
01.2015 - 01.2017
NOC Engineer
Ericsson
03.2014 - 01.2015
Bachelor of Science - Electrical, Electronics and Communications Engineering
Raj Kumar Goel Institute of Technology
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