Manpreet Kaur Bhambra
Gurdaspur
Summary
Dedicated and skilled Application support representative with 7+ years of experience in providing solutions to users & clients for diverse industry applications. Proven ability to troubleshoot & resolve complex issues, ensuring seamless functionality and user satisfaction while building a trustworthy relationship with business. An excellent team leader & great colleague to work with.
Overview
9
9
years of professional experience
Work History
Level 2 IT Support Engineer
Tata Consultancy Services
Gurugram
07.2017 - Current
- Created user accounts with appropriate permissions in Active Directory environment.
- Provided guidance on troubleshooting procedures to junior IT staff members & application users.
- Investigated root cause analysis of incidents reported by users using SNOW.
- Coordinated with vendor to resolve recurring application issues.
- Diagnosed complex technical problems and implemented solutions in a timely manner.
- Participated in disaster recovery planning exercises to ensure business continuity plans were up-to-date.
- Managed user access privileges within various systems based on authorization levels.
- Resolved escalated customer service requests from Level 1 support personnel, users or BSO.
- Provided technical assistance to customers, colleagues and managers on a variety of IT and application specific issues.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Contributed to knowledge base by creating and maintaining Knowledge articles and other technical documents in SNOW.
- Collected, analyzed and reported on data for use in operational planning - extracting data from SNOW and then analyzing it with business for potential issues & solutions once per week.
- Extracting audit records from system & preparing audit reports to be shared with auditors.
- Participated in live audits and providing the requested data in timely manner within documentation standards as laid by client organization.
- Working through incident management, change management, Problem management on a daily basis to deploy updated application modules, data changes, configuration changes, enhancements via moving through various approval cycles as per policies.
- Team handling and continuous reviews to maintain SLAs.
Developer Programmer
Tata Consultancy Services
Pune
11.2014 - 10.2016
- Created user documentation (User Specification Documents) for end-users of the developed Models.
- Conducted reviews to ensure quality control of the applications prior to release.
- Adhered strictly to Matlab modelling standards set forth by senior developers or company policy.
- Optimized existing scripts for improved performance and scalability.
- Performed unit testing on all changes made to the models prior to release.
- Performed unit testing and functional testing using QT developed interface to enhance quality and ensure the system functionality.
- Mentored interns and junior software developers through training, design reviews and code reviews.
- Informed project manager of milestone updates and provided detailed project reports.
Education
B.Tech - Electronics & Communication Engineering
DCRUST
Murthal, Sonipat06-2014
Skills
- L2 Application Support
- Software Installation
- Patch Management
- Incident Management
- System Administration
- Process Improvement
- System Configuration Management
- Troubleshooting & Debugging
- Critical Thinking & Problem-Solving
- Project Management
- Teamwork and Collaboration
- Technical Documentation
- Requirements Gathering & Reporting
- Direct Client Interactions
- Training and Mentoring
- Scripting Languages - Matlab modelling, m-scripting, QT, C
- Troubleshooting and Diagnosis
- Disaster Recovery Planning
- Audit Management
Accomplishments
- Star of the Month Award - 5 times
- On the Spot Award - 5 times
- Star Team Award -6 times
- Manager Appreciations through organization portal
Languages
English
First Language
Timeline
Level 2 IT Support Engineer
Tata Consultancy Services
07.2017 - Current
Developer Programmer
Tata Consultancy Services
11.2014 - 10.2016
B.Tech - Electronics & Communication Engineering
DCRUST
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