Mukta Tripathi

As a dedicated Maths Expert at NCR Eduservices, I played an instrumental role in delivering high-quality education to students based in the United Kingdom. My primary responsibility revolved around conducting engaging and effective online math classes, nurturing students' mathematical skills, and fostering a deep understanding of mathematical concepts.

As a dedicated Technical Support Engineer at Fareye, I assumed a pivotal role in ensuring the seamless operation of our solutions for esteemed clients. My core responsibility centered around providing swift and effective resolutions to a wide array of technical challenges faced by our valued clientele.

Key Achievements and Responsibilities:

• Client Issue Resolution: I took pride in my ability to respond promptly and professionally to client inquiries and technical issues. My commitment to client satisfaction drove me to investigate, diagnose, and resolve technical problems with the utmost precision and efficiency. By prioritizing timely resolutions, I consistently maintained high levels of client satisfaction.
• Tool Utilization: To streamline my technical support efforts, I adeptly utilized a range of essential tools. Notably, I leveraged Postman for efficient issue tracking and communication, Freshdesk for comprehensive customer support, and Sublime Text for code examination and analysis. These tools not only facilitated my troubleshooting process but also contributed to the overall effectiveness of client support.
• Data Handling: An integral aspect of my role involved working with data to identify root causes and mitigate technical challenges effectively. I harnessed my expertise in SQL to analyze and query data, enabling me to pinpoint the sources of technical issues and discrepancies. My meticulous approach to data analysis ensured data integrity and facilitated evidence-based decision-making.
• Root Cause Analysis: I specialized in conducting thorough root cause analyses, a critical component of my role. My ability to identify and address the underlying causes of incidents was instrumental in preventing their recurrence. My investigations extended to software glitches, technical discrepancies, and data-related issues, and I consistently delivered effective and sustainable solutions.
• Client Communication: Clear and transparent communication with clients was central to my role. I maintained open lines of communication throughout the issue resolution process, providing clients with regular updates on progress. My ability to explain complex technical details in a user-friendly manner enhanced client understanding and ensured their confidence in our support services.
• Documentation: Recognizing the importance of knowledge sharing, I diligently documented resolutions for common technical issues. This documentation not only facilitated future support efforts but also contributed to the development of a comprehensive knowledge base for clients and fellow support team members.

My tenure as a Technical Support Engineer at Fareye was characterized by a deep commitment to technical excellence and client satisfaction. I thrived on the opportunity to troubleshoot and resolve technical challenges, leveraging a suite of powerful tools and my expertise in SQL. My dedication to identifying root causes, maintaining transparent client communication, and sharing knowledge with the team underscored my contribution to the success of the client support function at Fareye.

As a dedicated Mentor and Teacher at Whitehat Jr, I played a pivotal role in fostering the next generation of young innovators and problem solvers. In this dynamic position, my responsibilities encompassed delivering engaging and interactive online coding classes to a diverse cohort of students hailing from the USA, UK, and India.

Key Achievements and Responsibilities:

• Online Coding Instruction: I meticulously crafted and conducted online coding classes, imparting essential coding skills to students spanning multiple countries. My classes primarily focused on HTML, CSS, JavaScript, and Python, and I took pride in making intricate coding concepts accessible and enjoyable for young learners.
• Skill Development: While guiding my students on their coding journeys, I concurrently honed my own coding proficiency. My dedication to personal growth led me to enhance my skills in HTML, CSS, JavaScript, and Python, ensuring that I remained at the forefront of coding trends and technologies.
• Mentorship: Beyond coding, I recognized the significance of mentorship in nurturing young talent. I offered guidance and unwavering support to my students, motivating them to explore coding as a creative avenue for problem-solving and innovation. This approach helped instill in them a passion for coding that extended beyond the classroom.
• Teacher Training: My commitment to excellence extended to training new teachers joining the Whitehat Jr platform. I shared my knowledge, experience, and effective teaching strategies to empower them to provide high-quality instruction and support to our students. This contribution to the growth of the teaching team was a rewarding aspect of my role.

As an Application Specialist at Pisoftek, I held a crucial position dedicated to maintaining the product infrastructure for our esteemed American client, Cheetah Digital. My role was integral in ensuring the uninterrupted operation of client products, optimizing their performance, and delivering a seamless experience to end-users.

Key Achievements and Responsibilities:

• Product Infrastructure Maintenance: I took ownership of the product infrastructure for Cheetah Digital, meticulously overseeing its health and functionality. This encompassed monitoring servers, databases, and other critical components to prevent and address potential issues proactively.
• Issue Resolution: I was responsible for diligently handling client-reported issues, ranging from software glitches to data discrepancies. My approach involved conducting thorough investigations to identify the root causes of incidents, ensuring swift and effective resolutions.
• Root Cause Analysis: I specialized in identifying the root causes of incidents to prevent their recurrence. This involved delving into the technical aspects of our software, meticulously analyzing code, and scrutinizing database interactions to pinpoint the exact sources of problems.
• Client Communication: Effective and transparent communication was vital in my role. I maintained clear and consistent communication with clients throughout the issue resolution process. I provided regular updates on progress, explained technical details in a user-friendly manner, and ensured client satisfaction.
• Documentation: To streamline future support efforts, I documented resolutions for common issues, contributing to the development of a comprehensive knowledge base. These documents served as valuable resources for the team and clients alike.

My tenure as an Application Specialist at Pisoftek was marked by a steadfast commitment to the performance and reliability of the product infrastructure for Cheetah Digital. I thrived on the responsibility of ensuring the smooth operation of client products, addressing technical challenges, and delivering effective solutions to maintain client satisfaction. My role was instrumental in contributing to the seamless and efficient operation of our client's software products.

As a Business Analyst at Etech - Medallia, I assumed a multifaceted role focused on gathering, analyzing, and transforming data into actionable insights to drive business growth and enhance customer experiences.

Key Achievements and Responsibilities:

• Data Gathering and Analysis: I was responsible for gathering data from diverse sources and conducting in-depth analysis to uncover valuable insights. This process involved collecting, cleaning, and structuring data for analysis, ensuring data accuracy and reliability.
• Logical Frameworks and Dashboards: I excelled in creating logical frameworks and insightful dashboards that presented data in a clear and accessible manner. These visualizations facilitated data-driven decision-making across various departments within the organization.
• Data Modeling and Process Mapping: My role included the application of data modeling techniques to identify patterns, trends, and relationships within data sets. Process mapping was employed to visualize and optimize workflows, enhancing operational efficiency.
• Statistical Analysis: I leveraged statistical analysis to extract meaningful information from data, enabling the identification of trends and opportunities for improvement. This data-driven approach informed strategic decision-making.
• NPS Reporting: I played a pivotal role in Net Promoter Score (NPS) reporting, a critical aspect of understanding customer satisfaction. I was responsible for creating calculated fields using JavaScript, which allowed for precise and customized NPS reporting.
• Voice of Customer (VOC) Analysis: Analyzing Voice of Customer (VOC) data was central to my role. I delved into customer feedback and comments to extract actionable insights, helping the organization better understand customer preferences and pain points.

My tenure as a Business Analyst at Etech - Medallia was marked by a dedication to transforming data into valuable insights, driving informed decision-making, and ultimately enhancing the customer experience. My ability to work with complex data sets, create logical frameworks, and provide actionable recommendations contributed to the organization's success in achieving its business objectives.