Prashant Gore
Senior Support Analyst
Pune,MH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Always to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work History
Senior Support Analyst
Kloudq Technologies
Pune, Maharashtra
06.2020 - Current
- Provide technical and functional support to CRM-DMS users
- Act as primary point of contact for queries and issues for CRM support
- Maintain SLAs and manage tickets in ticketing tool
- Incident handling, provide support to end users by taking remote access and troubleshoot issues
- Set up and implementation of new customers into CRM.
- Perform UAT and Functional Testing
- Manage roles and responsibilities for CRM end users
- Handling Basic SQL queries
- Handled 20-25 calls per day to address customer inquiries and concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Improved operations through consistent hard work and dedication.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Broke down and evaluated user problems, using test cases, personal expertise and probing questions
- Proved successful working within tight deadlines and fast-paced atmosphere
- Increased customer satisfaction by resolving Product related issues
Support Engineer
AYN Infotech
Pune, Maharashtra
02.2019 - 05.2020
- Provide support to CRM users (Manage ticketing life cycle, Resolve tickets logged related to CRM issues)
- Day to day activity involves User Management, Resolve issues, User access management, vendor management, Order management
- Monitoring apps and CRM
- Functional testing of apps
- Broke down and evaluated user problems, using test cases, personal expertise and probing questions
- Performed root cause analysis and general troubleshooting
Technical Support Executive
Conneqt Business Solutions
Pune, Maharashtra
12.2016 - 05.2018
- Provide first line of contact for CRM-DMS end users.
- Provide technical and functional training to TATA motors CRM-DMS users
- Respond customer queries via emails, inbound calls and web tickets.
- Log incidents and service requests in ticketing tool, Manage SLAs.
- Resolve user issues related to pre-sales, sales and service
Education
Bachelor Of Engineering - Computer Science And Programming
Jawaharlal Nehru Engineering College
Aurangabad 06.2011 - 08.2020
Skills
Technical Analysis
Customer Service
Technical Support
HTML and CSS
Testing
Troubleshooting
Problem-Solving
Cloud Computing
User credential management
Timeline
Senior Support Analyst
Kloudq Technologies
06.2020 - Current
Support Engineer
AYN Infotech
02.2019 - 05.2020
Technical Support Executive
Conneqt Business Solutions
12.2016 - 05.2018
Bachelor Of Engineering - Computer Science And Programming
Jawaharlal Nehru Engineering College
06.2011 - 08.2020