PRADEEP NANDANI
Product Support Engineer
Sangli
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Product Sustenance Engineer
Eurofins IT Solutions India Pvt. Ltd.
02.2022 - Current
- Established positive rapport with Business Analyst through consistent and empathetic communication, ultimately fostering long-term relationships and a better understanding of their needs.
- diagnosis, investigation, resolution, coordination with business, application owners, infrastructure support
- Provided L2 And L3 Application Support
- Prioritized incident P1, P2, P3, P4
- Worked closely with quality assurance teams during product testing phases to identify potential bugs or defects before release.
- Managed client relationships, resulting in increased customer retention and referrals.
- Proactively identified opportunities for process improvement within the L2 AND L3 Product Support team, resulting in increased efficiency and effectiveness over time.
- Implemented proactive monitoring tools to identify and address potential issues before they escalated.
- Reduced average ticket resolution time by implementing more efficient workflows and processes.
- Collaborated with product development teams to ensure seamless integration of new features.
- Provided 24/7 on-call support, ensuring minimal downtime for critical systems.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted in development of system security protocols.
- Monitored system performance to identify potential issues.
ASP.NET Web Developer
HDFC Bank
02.2021 - 01.2022
- Enhanced user experience with intuitive interface design and responsive web applications.
- Developed custom web applications, resulting in tailored solutions for client needs.
Education
Bachelor of Technology - Electrical Engineering
Sanjay Bhokare Group of Institute
Miraj, India 04.2001 -
Skills
C#
MS SQL Server
ASPNet
Entity Framework
ADONet
LINUX OS
OTRS
Service Now,
Incident Management
Customer Support
Software Debugging
Critical Thinking
Technical Troubleshooting
Process Improvement
System Troubleshooting
Technical Documentation
Performance Optimization
Problem-Solving
Debugging
Product Knowledge
Technical Support
Ticket Queue Software
Application support
Root Cause Analysis
DevOps
Remote Support
Windows Servers
Help Desk Support
Certification
AWS Certified Solution Architect Associate
Timeline
AWS Certified Solution Architect Associate
05-2022
Product Sustenance Engineer
Eurofins IT Solutions India Pvt. Ltd.
02.2022 - Current
ASP.NET Web Developer
HDFC Bank
02.2021 - 01.2022
Bachelor of Technology - Electrical Engineering
Sanjay Bhokare Group of Institute
04.2001 -