Pradeep Kumar Mishra
Software Engineer
Delhi
Summary
Experienced IT Support Engineer specializing in troubleshooting and user support with over 8 years in enhancing IT operations. Skilled in MySQL database management, cloud technologies, and both Linux and Windows environments. Expertise in utilizing ticketing systems and monitoring tools to resolve connectivity and system health issues. Collaborates effectively with cross-functional teams to improve service delivery and adapt to shift and on-call demands.
Overview
3
3
Languages
11
11
years of professional experience
Work History
Software Engineer
Presto Infosolutions Pvt. Ltd.
11.2023 - Current
- Conducted requirements elicitation sessions with stakeholders and prepared detailed Software Requirements Specification (SRS) documents to support business and technical objectives.
- Supported wireframe, prototype, and functional design reviews while managing change requests and ensuring alignment with user expectations and operational processes.
- Participated in User Acceptance Testing (UAT), Root Cause Analysis (RCA), defect triaging, reporting, and stakeholder coordination to improve application quality and delivery timeline
- Elicited requirements from stakeholders and prepared Software Requirements Specification (SRS) documents to align with business and technical objectives.
- Supported wireframe, prototype, and functional design reviews while managing change requests to align with user expectations and operational processes.
- Participated in User Acceptance Testing (UAT), conducted Root Cause Analysis (RCA), and coordinated defect triaging and reporting to enhance application quality and meet delivery timelines.
- Coordinated with Level 2/3 team to resolve critical and unresolved incidents.
- Publish ESIC application testing report.
Software Engineer – (Application Team)
CMS Computer Pvt. Ltd.
09.2019 - 11.2023
- Functional and end user support for the ESIC Applications – Hospital Information System (HIS), Insurance Management System (IMS), ERP and Web Portal on PAN India level.
- Understanding of the impact of incidents on SLA targets, allowing improved prioritization closing an incident with respect to SLA (Service Level Agreement).
- Support for the critical runtime environment.
- Managed mail system and addressed end user complaints via calls and emails.
- Understanding of the impact of incidents on SLA targets, allowing improved prioritization in closing an incident with respect to SLA (Service Level Agreement).
- Using excel sheet for Fetching daily incident report, work order report by using SQL server command on BMC and HPSM tools on daily basis and monitoring of CDR.
- Support mail management system and raise complaints of end user through calls and Emails.
- Provide contributions to central escalation knowledge base.
- Ensured continuous availability of support services to address user needs.
Associate Software Engineer
SRIT India Private Limited
10.2016 - 09.2019
- Providing functional and technical support for ESIC Insurance modules including Registration of IP, Benefit, Revenue, Recovery, IP & Employer Portal ensuring timely issue resolution and support for system enhancements.
- Delivered L1 application and technical support for business-critical applications, ensuring prompt assistance for end users.
- Maintained 100% SLA compliance by promptly addressing queries and issues, providing accurate data to users.
- Troubleshot and resolved escalated technical incidents, maintaining high system availability and reducing downtime.
- Supported application improvement efforts by providing feedback and guidance on system modifications to BA team and CR team to enhance user experience and functionality.
- Developed user manuals and knowledge base documents to improve user assistance and support effectiveness.
- Coordinate with Level 2/3 team for escalated critical and unresolved incidents.
Help Desk Engineer
Wipro Ltd. (InfoTech Division)
08.2015 - 06.2016
- Managing Helpdesk & Tech Support Operation
- Call board management— Logging of cases. Getting escalation closed with the co-ordination of concerned units/regions. Monitoring Pocket Call Log and Closer Within Given SLA. Coordinate all Desktop Engineers to resolve issues within Defined SLA.
- Coordinated with the concerned team to resolve customer escalations promptly and meet satisfaction levels.
- Tracked, measured, reported, and evaluated performance of service desk agents to maintain high service standards.
- Identified internal improvement areas and collaborated with stakeholders to develop effective solutions.
- Handling MIM, Daily monitoring of CDR.
- Worked on BMC Remedy tool updating IMAC, Change Request and INCIDENT and SERVICE REQUEST FULFILLMENT process procedure.
Education
B.Tech - Computer Science Engineering
Uttar Pradesh Technical University
Greater Noida, India2014
Intermediate -
Indraprastha Convent School
New Delhi, India2009
High School -
Indraprastha Convent School
New Delhi, India2007
Skills
Operating Systems: Windows 11,Linux
CO-/EXTRA –CURRICULAR ACTIVITIE
Participated in 5th Scholarship competition held by National Student Union of India in Drawing Segment [2001] Participated in Zonal rounds of National Level Robotics Competition Robtryst-2012, held in association with Tryst IIT- Delhi [2012] Participated in marathon held by Community Service club [2013] Gave an appreciable piece of work in the Photography [Explore Event], held in college [2011] Participated in the Blood Donation Camp held by Rotary Blood Bank, New Delhi [2012] Participated in 5th Scholarship competition held by National Student Union of India in Drawing Segment [2001] Participated in Zonal rounds of National Level Robotics Competition Robtryst-2012, held in association with Tryst IIT- Delhi [2012] Participated in marathon held by Community Service club [2013] Gave an appreciable piece of work in the Photography [Explore Event], held in college [2011] Participated in the Blood Donation Camp held by Rotary Blood Bank, New Delhi [2012]
Interests
Playing Chess, Listening to Music, Table Tennis
DECLARATION
I do hereby declare that the above information is true to the best of my knowledge. Place: ......................... Date: .......................... Pradeep Kumar Mishra (Signature)
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
Software Engineer
Presto Infosolutions Pvt. Ltd.
11.2023 - Current
Software Engineer – (Application Team)
CMS Computer Pvt. Ltd.
09.2019 - 11.2023
Associate Software Engineer
SRIT India Private Limited
10.2016 - 09.2019
Help Desk Engineer
Wipro Ltd. (InfoTech Division)
08.2015 - 06.2016
B.Tech - Computer Science Engineering
Uttar Pradesh Technical University
Intermediate -
Indraprastha Convent School
High School -
Indraprastha Convent School