Prerna Khanna
Technical Support Engineer
Faridabad
Summary
Technical Support Analyst proficient in HTML, XML, CSS, JavaScript, Linux, Oracle SQL, PLSQL, and SQL Server Reporting Services (SSRS), adept at meeting client requirements. Skilled in providing enterprise-grade support via email and phone, with a focus on analyzing client needs and delivering tailored solutions. Effective in managing tickets, performing SQL bug fixes, and ensuring data integrity for enhanced client satisfaction. Proficient in Zendesk for customer support and collaborating with teams to drive organizational success.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
TrueBlue India LLP
10.2021 - 04.2024
- Working on technologies included SQL, HTML, CSS and JAVASCRIPT.Providing enterprise grade support to the clients by solving their tickets and give support over email and phone also Solve raised tickets by client on Zendesk and JIRA, analyze issue, implement core modules and troubleshoot bugs faced by clients and address core technical queries.
- Working as L1 and L2 support for the clients. We as a team are responsible for all the changes which are configuration based ,Handling all Springboard related tickets by finding root cause and providing high-level analysis of discrepancies
- Working on PLSQL blocks, creating procedures and packages with additional knowledge of Linux.Testing new software and hardware prior to deployment.
Associate Consultant, OTM, Oracle SQL Developer
AccelAlpha Pvt Ltd
10.2019 - 09.2021
- Apollo Tyres Phase 1- Migration
This was a Migration project. The main objective is to version migration and enhance the existing OTM.
Contribution:
• Migration of Data from on-prem to OTM Cloud.
• Conversion of Procedure into Agents.Unit Testing
Phase 2 - Hungary Rollout
This project was a Cloud implementation for Hungary Rollout. To deliver a comprehensive set of functionalities that
enables the client to manage the complete logistics order to cash lifecycle
Contribution:
UI configuration - Screensets, User roles, Menu, Workbench, Master Data,Agents,End-To-End Testing.User Documentation & guides. - Oldcastle: OTM PostBidShip Phase 2 and 3
The primary objective of this project was to increase PostBidShip use in the scenarios and optimize the scheduling
process by integrating it with OTM
Contribution:
• UI configuration - Screensets, Menu,Agents,Unit Testing - OLAM-Cocoa
This Project was for Cocoa products manufacturing like Cocoa Beans, Butter, Cake, Liquor and Powder from various
factories and third-party shippers. The main objective is to enhance the existing OTM capabilities.
Contribution:
• As-is sessions & Documents – Cocoa (Sessions, MOM, word documents)
• To interact with the team and business user to get the requirements,Master Data Documents.Business Benefit Analysis-(Orders, Shipment Planning, Master Data)
Education
PG Diploma - Diploma in Advanced Computing
C-DACs - Advanced Computing Training School
Bengaluru, IndiaBachelor of Technology - Information Technology
Manav Rachna College Of Engineering
Faridabad, India 04.2001 -
Intermediate XII - Non Medical
DAV Public School
Faridabad, India 04.2001 -
High School X -
Carmel Convent School
Faridabad, India 04.2001 -
Skills
WebDev - HTML,CSS,JavaScript, XML
Internship
- FUTEROX INTERACTIVE
• January 2018 to May 2018
• Android Developer - MANAV RACHNA UNIVERSITY, FARIDABAD
• June 2017
• Gained exposure in Python Language - MANAV RACHNA COLLEGE OF ENGINEERING, FARIDABAD
• June 2016
• Learned Bluemix and Android App Development
Projects(Traning)
- Wandering Trippy website using MVC .net
- Blood Donation Website using .net C#
- Tic-tac-toe game using C language
- Description: C file handling project, survey on technical topics using Google forms
Timeline
Technical Support Engineer
TrueBlue India LLP
10.2021 - 04.2024
Associate Consultant, OTM, Oracle SQL Developer
AccelAlpha Pvt Ltd
10.2019 - 09.2021
Bachelor of Technology - Information Technology
Manav Rachna College Of Engineering
04.2001 -
Intermediate XII - Non Medical
DAV Public School
04.2001 -
High School X -
Carmel Convent School
04.2001 -
PG Diploma - Diploma in Advanced Computing
C-DACs - Advanced Computing Training School
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