Pooja Kumar

Currently working as a CS Engineer, responsible for managing cloud-based and on-prem infrastructure, providing Level 2 and Level 3 support for ERP and Progress software systems. Collaborate with cross-functional teams to resolve incidents, perform deployments, and maintain server health using various monitoring and automation tools.

Key Responsibilities & Accomplishments:

• Monitor Azure servers and infrastructure health using Dynatrace, ensuring system uptime and performance.
• Perform code and configuration deployments to production environments in coordination with Dev and QA teams.
• Handle incident and request management using Azure DevOps, focusing on timely resolution and root cause analysis.
• Work on Salesforce CRM for managing client cases and service requests.
• Manage user issues and system escalations through service desk operations, ensuring SLA compliance.
• Supported customer issues related to system crashes, data sync problems, and service outages, often acting as the first point of escalation.
• Collaborated with hyperscaler support when required, and provided documentation for incident handling and SOPs.
• Facilitated weekly review calls with clients and technical leads to ensure resolution timelines and quality standards were met.
• Got promoted to CS Engineer due to exceptional technical and communication skills.

As a CS Analyst at Aptean India Pvt Limited, I gained valuable experience in supporting ERP systems and providing customer service. I worked on resolving ERP issues, managing inventory, and providing administrative support. I utilized my skills in progress software, azure, mysql, and communication to effectively communicate with clients and address their concerns. Additionally, I managed accounts and performed various tasks related to distribution ERP.