Monalisha Barik
Hyderabad
Summary
Detail-oriented Technical Support Engineer with a strong foundation in software development and cloud technologies. Known for leading initiatives that streamline processes and enhance customer support. Eager to leverage technical skills and collaborative approach to drive impactful solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Salesforce
Hyderabad
11.2021 - Current
- Act as the primary point of contact for customers, addressing and resolving simple to complex technical issues related to the Heroku platform, and offering guidance on best practices for using Heroku products and services..
- Led cross-functional projects to enhance system efficiency and minimize downtime.
- Monitored system performance metrics to proactively identify and resolve potential issues.
- Work closely with other teams, such as engineering, product management, and sales, to address customer issues, provide feedback, and contribute to product improvements.
- Create and maintain documentation, knowledge base articles, and troubleshooting guides to empower customers and the support team to enhance the overall support experience.
- Communicated with customers via email support tool and conference calls to clarify and resolve their technical issues.
Technology Analyst, Senior System Engineer
Infosys
Chandigarh
05.2015 - 11.2021
- I collaborated with cross-functional teams, such as software development, QA, and product marketing, to introduce new features and upgrades to the platform.
- Configured and set up Heroku Connect, establishing a secure and efficient connection between Salesforce and Heroku environments.
- Defined and implemented data mapping and transformation rules to ensure accurate and consistent data synchronization.
- Monitored data synchronization processes, and proactively identified and resolved any issues or errors that arose.
- Optimized performance of data synchronization by analyzing query performance, identifying bottlenecks, and implementing necessary improvements.
- Collaborated with stakeholders to prioritize requirements, create user stories, and manage a well-organized backlog.
- I kept product documentation up-to-date, including release notes, user guides, and training materials and provided technical guidance to development teams to ensure accurate and efficient implementation of requirements.
- Managed change requests and enhancements to improve application functionality.
- Provided production support in Java and Oracle technology, ensuring quality and timely delivery of services.
- Followed an agile approach for software development.
- Investigated alternatives and technologies to support continuous improvement, presenting findings for architectural review.
Education
Bachelor of Technology - Information Technology
ITER
Bhubaneswar05-2015
Skills
- Software Troubleshooting & Problem Solving, SDLC, Agile framework
- Well-versed in Java,Javascript, Python,Ruby
- Understanding of Cloud application structure & familiar with Docker deployments
- Database: PostgreSQL,MySQL
- Well-versed in Java, JavaScript, Python, Ruby
- Database: PostgreSQL, MySQL
- Cloud: AWS EC2, Heroku(Platform as a Service), Salesforce and Heroku Integration
- Strong knowledge in API Gateway(REST API)
- Working experience in debugging and monitoring tools like Splunk and New Relic
- Familiar with Shell scripting, Bash scripting
- Worked on MacOS, Windows and Linux OS
Certification
- Salesforce Certified Heroku Architect
Timeline
Technical Support Engineer
Salesforce
11.2021 - Current
Technology Analyst, Senior System Engineer
Infosys
05.2015 - 11.2021
Bachelor of Technology - Information Technology
ITER