Pranjal Kesarwani
Prayagraj
Summary
Experienced Technical Support Engineer with a demonstrated history of working in the information technology and services industry. Skilled in SQL, DBMS, Communication, Product Support, POS, Customer Interaction, Incident Management, CRM, POS, SeviceLevel Agreements, Microsoft Excel, C, Python, and Java. I have an information technology professional with a Bachelor of Technology (B.tech) focused in Computer Science Engineering.
Overview
5
5
years of professional experience
2
2
Languages
1
1
year of post-secondary education
Work History
Intern
Nxt Wave
- 4.0 at Nxt Wave Full stack Development
- I attended one month of Basic Java Language summer training at Shambhunath Institute of Engineering Technology Prayagraj.
- Have completed 45 days of PHP Full Stack Developers summer training at Shambhunath Institute of Engineering Technology Prayagraj.
Operation Support Analyst
PMC Retail
03.2023 - Current
- Working Retail Support Applications and providing level 2 application support across NA and EMEA clients.
- Support EPOS systems in the retail domain.
- Work on the incident management cycle, resolving incidents through defined incident management systems.
- Manage a database using MSSQL of application and user level.
- Manage functional processes of the Application and Database Service Desk. Processing P1, P2, P3, & P4 incident from ITSM toll within contractual SLAs.
L3 Technical Support Engineer
Stayinfront
08.2021 - 03.2023
- Working as an L3 technical support engineer and my primary roles and finding the root cause of the issue logged by the client or escalated via L1 and L2 team in a timely manner within SLA.
- Input customer interactions in CRM application and Ticket monitoring.
- Develop customer relationships through professional, dependable and accurate interactions.
- Responsible for handling different NOC alerts for Database and application server
- Experience in writing SQL queries and stored procedures also reviewing and monitoring the database performance.
Education
Bachelor of Technology - Computer Science & Engineer
Shambhunath Institute Of Engineering College
Prayagraj, UP08-2021
Intermediate - undefined
Raja Kamlaker Inter College Shankargarh
Prayagraj, UP07-2017
High School - Science
Yogi Raj Handiya Baba School Mau
Chitrakoot, UP 07.2014 - 07.2015
Skills
Proficient in DBMS operations
MySQL (SQL Query)
Customer Relationship Management (CRM)
Problem-Solving
Technical Support
ITIL
Software as a Service (SAAS)
Computer Science
CRM
POS
Data Analyst
AI
Scrum master
AWS (EC2 & S3 Bucket)
Python
Timeline
Operation Support Analyst
PMC Retail
03.2023 - Current
L3 Technical Support Engineer
Stayinfront
08.2021 - 03.2023
High School - Science
Yogi Raj Handiya Baba School Mau
07.2014 - 07.2015
Intern
Nxt Wave
Bachelor of Technology - Computer Science & Engineer
Shambhunath Institute Of Engineering College
Intermediate - undefined
Raja Kamlaker Inter College Shankargarh