Prateeksha

• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Collaborated with cross-functional teams to identify areas for process improvement, resulting in enhanced productivity.
• Served as a liaison between IT departments and business units, fostering productive relationships built on open communication lines.
• Mentored junior team members on best practices, contributing to a more knowledgeable workforce capable of solving complex challenges.
• Analyze and enhance existing technical processes to improve efficiency and effectiveness.
• Provide advanced technical support and troubleshooting for complex issues.
• Served as a point of escalation for technical queries from team members or clients.
• Monitor and evaluate process performance to ensure quality standards are met.
• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of technical processes.

• Worked along with teams to debug and identify solutions to resolve issues.
• Troubleshooting of issues online with the customer through VPN access as well as offline from the logged information.
• Monitoring and reporting/ticketing issues observed on the system over Jira platform.
• Responsible for delivering detailed and timely internal reports, using MS Excel.
• Attended training sessions for customer specific networking-based platforms.
• Worked on ServiceNow with creation of new incident.
• Involved in creation of Technical design and Functional design document of the user story.
• Collaborate with cross-functional teams to gather requirements and execute project plans.

• Worked on Waterfall HMIS {Health Management Information System) project as a manual tester.
• Involved in different tasks for finding bugs and creating test cases of software testing.
• Involved in preparing documentation in MS Word with the QA team and manager.
• Knowledge in SDLC, Waterfall and Agile.

• Provide support to end users on a variety of issues.

• Identify, research, and resolve technical problems as a team and individually.

• Document, record, track and review all issues to improve the productivity of the IT department.

• Provided L1 support to the end users by handling their issues.

• Researched, resolved and followed up on client's issues.

• Developed and maintained positive customer relationships.

• An excellent communicator both written and verbal in English.

• Maintaining document in MS Word, MS Powerpoint and MS Excel.