Nilofar Shaik
Software Engineer
Nandyal,AP
Summary
Dynamic Support Engineer at IBM India Pvt Ltd, recognized for delivering exceptional technical support and enhancing user experience. Proven expertise in troubleshooting and root cause analysis paired with effective collaboration and communication skills. Developed comprehensive documentation and training materials that improved knowledge sharing and operational efficiency. Proficient in foundational C and Java programming languages.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Support Engineer
IBM India Pvt Ltd
Karnataka
06.2022 - Current
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
- Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
- Created knowledge base documents for frequently asked questions.
- Trained end-users on new technologies and systems to enhance their understanding and efficiency.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Evaluated software or hardware to recommend improvements or upgrades.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Conducted root cause analysis for recurring problems to prevent future occurrences.
- Collaborated with development teams to report bugs and suggest improvements based on customer feedback.
- Coordinated with vendors and suppliers to resolve hardware and software issues.
- Developed and maintained detailed documentation of common issues and solutions to enhance knowledge base.
- Participated in after-hours on-call rotation to provide 24/7 support for critical issues.
- Provided remote troubleshooting and support for software and hardware problems.
Education
Bachelor of Technology - CSE
Rajeev Gandhi Memorial College of Engineering And Technology
Nandyal04-2022
Intermediate -
Rao's Junior College
Nandyal03-2018
Board of Secondary Education -
Kesava Reddy (EM) High School
Nandyal03-2016
Skills
- Teamwork and collaboration
- Active listening
- Error detection
- Root cause analysis
- Documentation management
- Vendor coordination
- Collaboration skills
- Time management
- Attention to detail
- Incident management
- Troubleshooting skills
- Proficient in C and Java basics
- Frontend design skills
Awards
Got selected in the grand finale of SMART INDIA HACKATHON under the food processing category.
Events Participated
- ESUMMIT 2019, 03/01/19, SUMVN and KGS ADVISORS, Nandyal
- Smart India HACKATHON, 02/08/20
Internship
1stop keep growing, 06/10/21 - 08/10/21, Advance E - Commerce Website, E - Commerce Website (Single Page)
Affiliations
- Registered Configuration Item's () to streamline collaboration and workflow for team members and clients.
- Worked as RFS for OCA application (Designed a frontend page)
Certification
- Certificate of appreciation for outstanding effort and commitment to delivery 2023 Prelude FLNG Major TA
- Certificate to completion of skill credentials(Chemicals and Petroleum Insights and Solutions (Bronze), IBM Growth Behaviors)
- Certificate to completion of digital credentials(Azure fundamentals, AWS cloud foundation, AWS Machine learning)
Languages
Hindi
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Timeline
Support Engineer
IBM India Pvt Ltd
06.2022 - Current
Bachelor of Technology - CSE
Rajeev Gandhi Memorial College of Engineering And Technology
Intermediate -
Rao's Junior College
Board of Secondary Education -
Kesava Reddy (EM) High School
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