Paritosh Kumar
IT Generalist
Pune
Summary
Results-driven technical support engineer with extensive experience in application support and a robust knowledge of tools such as Sisense, Jive, Jira, Salesforce, Kofax, Office 365, Confluence, and Remedy. Proficient in C#, Python, SQL, REST API, and the .NET framework, with hands-on experience in deployment and version control management using monitoring tools like Trusight. Strong communication skills facilitate effective troubleshooting and resolution of complex technical issues while delivering exceptional customer service. Well-versed in SCRUM, ITIL, Agile, and DevOps methodologies, demonstrating analytical thinking and self-directed learning that drive efficiency and enhance user experiences.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer II
Mitratech
03.2023 - Current
- Actively supporting custom Java based applications, to global customers.
- Managing and troubleshooting Data warehouse , BI(Sisense), BO related environment and reports.
- Issue Resolution: Diagnose and troubleshoot software application issues, document problems, and guide users through resolution steps.
- Escalate complex technical issues to higher-level support or development teams when necessary and follow up until resolution.
- Continuously update and expand knowledge of software applications to better assist users and share insights with the team.
- Focus on customer experience through driving best practice and survey tooling.
- Using SQL skills(DML/DDL/Joins) to troubleshoot BI/BO reports and data warehousing.
- Troubleshooting Webservices and REST API's using tools like SOAPUI and Postman.
- Learnings:
Application Support Specialist
Efficient Global Solutions
08.2022 - 01.2023
- Supporting users by fixing the bug issues, Activation, deactivation, adding/removing additional permissions, reassigning assets, welcome invite email etc for SaaS application .efficiently and earlelements.com.
- Perform testing and quality assurance checks on software updates and patches before deploying them to users.
- Replicating the issues in the application and testing the new features and tasks in Sandbox environments such as UAT and Staging to determine its functionality.
- Handled Jira E-portals and Post and Pre-Deployment activities for every release in sandboxes and PROD. ( Check manually and update the status of every E-portals)
- Adhere to SLAs and ensure customer service is timely and accurate such as First Customer Contact, First Contact Closure, Customer Satisfaction, Average Speed of Answer, Call Abandonment, etc. are met.
- Responsibilities:
Application Developer
BMC Software
06.2015 - 03.2018
- Excellent analytical and troubleshooting skills.
- Developing solutions based on SharePoint online and Nintex workflows and Kofax to meet user requirements by following scrum ceremonies with relevant stakeholders, BA and Product Owners.
- Supporting Kofax by monitoring the servers and testing the connection of Kofax with SharePoint libraries. Kofax was used to scan Account payable and Accounts Receivable invoices into SharePoint system.
- Collaborate with other Global Customer Support team members as well as members from cross-functional teams - including Engineering and Product Management to address complex issues.
- Responsibilities:
Assoc BSA
TRUGlobal
08.2014 - 06.2015
- Excellent analytical and troubleshooting skills.
- Supporting Kofax by monitoring the servers and testing the connection of Kofax with SharePoint libraries. Kofax was used to scan Account payable and Accounts Receivable invoices into SharePoint system.
- Developing solutions based on SharePoint online and Nintex workflows and Rest API to meet user requirements by following scrum ceremonies with relevant stakeholders, BA and Product Owners.
- Supporting Global customers with technical challenges on SharePoint and its applications following ITIL process and meeting SLA and great customer reviews.
- Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources.
- Adhere to SLAs and ensure customer service is timely and accurate such as First Customer Contact, First Contact Closure, Customer Satisfaction, Average Speed of Answer, Call Abandonment, etc. are met.
- (Placed in BMC)
- Responsibilities:
Software Engineer
Mphasis an HP Company
05.2010 - 10.2013
- C# debugging in production support on .NET applications.
- Build and Deployment in UAT, STG and Prod by taking the latest code from TFS version control.
- Solve and support workflows for business solutions in SharePoint using Nintex and InfoPath in SharePoint Environment.
- Designing and implementing software applications using ASP.NET Core, C#, REST API and SQL Server for developing commercial and financial software.
- Responsibilities:
Programmer
Arjuna IT Solutions
07.2008 - 05.2009
- Developing various modules in C# code.
- Developing SQL procedures.
- Assisting in creating Documentation.
- Using Jira for Tracking purposes.
- Responsibilities:
Education
SSC -
VBCV
04-2001
No Degree - Data Science
InsideAIML
Pune, India03-2024
HSC -
VBCV
05-1999
Skills
- Customer Support
- Application Support
- ITIL
- Data warehouse management
- BI report troubleshooting
- Java application support
- Jira project tracking
- ITIL process adherence
- Agile methodologies
- Data analysis
Career Highlights
- Mitratech Remote Technical Support Engineer II
- Efficient Global Solution Remote Application Support Specialist
- BMC Software Pune Application Developer
- TruGlobal(BMC Software) Pune Assoc BSA
- Mphasis Pune Software Engineer
- Arjuna IT Sol. Pune Programmer
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
Technical Support Engineer II
Mitratech
03.2023 - Current
Application Support Specialist
Efficient Global Solutions
08.2022 - 01.2023
Application Developer
BMC Software
06.2015 - 03.2018
Assoc BSA
TRUGlobal
08.2014 - 06.2015
Software Engineer
Mphasis an HP Company
05.2010 - 10.2013
Programmer
Arjuna IT Solutions
07.2008 - 05.2009
SSC -
VBCV
No Degree - Data Science
InsideAIML
HSC -
VBCV