Rekha Sheoran
Gurgaon
Summary
Results-driven technology and business professional with 4 years of experience in technical support, business quality analysis, and software testing. Expertise in business analysis, root cause analysis, process improvement, and stakeholder management. Experienced in providing L1/L2 support for critical applications and implementing preventive measures. Seeking to leverage skills in consulting to drive business transformation and technology solutions.
Overview
4
4
years of professional experience
Work History
Technical Support Engineer
Tata Consultancy Services Limited
06.2023 - Current
- Provided L1/L2 application and technical support, analyzing complex production issues across software, hardware, databases, and network environments.
- Performed root cause analysis (RCA) for recurring incidents and implemented preventive measures, contributing to a 15% reduction in ticket volume.
- Collaborated with client stakeholders, development teams, infrastructure teams, and business users to understand issues, prioritize requirements, and drive timely resolution.
- Analyzed application and database issues using SQL/PLSQL, logs, monitoring tools, and system-level diagnostics to identify business and technical impact.
- Managed incident and service requests through ServiceNow/Jira, ensuring adherence to SLAs and effective stakeholder communication.
- Supported application upgrades, patches, and configuration changes while assessing potential operational impact and coordinating implementation.
- Worked with enterprise applications and platforms including CyberArk, CCURE 9000, Pro-Watch, VICTOR, ITRS/Geneos, and ERDS, supported business-critical operations.
- Identified recurring operational issues and recommended process improvements to improve system reliability and reduce manual intervention.
- Prepared technical analysis, incident updates, and RCA documentation for stakeholders, translating complex technical issues into clear business-impact-oriented communication.
- Received client appreciation, spot recognition, and Star recognition for service delivery and issue resolution.
Business Quality Analyst
RxLogix Corporation
07.2022 - 03.2023
- Analyzed business and functional requirements and translated them into test scenarios and actionable quality requirements.
- Collaborated with business analysts, developers, and cross-functional teams to understand workflows, identify gaps, and validate application functionality.
- Conducted functional, regression, and database testing to ensure solutions aligned with business requirements and quality standards.
- Used JIRA to track defects, prioritize issues, monitor resolution, and communicate status across stakeholders.
- Performed database validation and data analysis to identify discrepancies and support accurate business outcomes.
- Contributed to requirements documentation, test planning, defect analysis, and quality assurance activities throughout the application lifecycle.
- Worked with Argus Safety and pharmacovigilance workflows, developing an understanding of domain-specific business processes and regulatory requirements.
- Used tools including UFT, GitHub, IntelliJ, Linux, and SQL to support testing, analysis, and application validation.
- Identified process and application gaps and worked with relevant teams to drive resolution and improve overall product quality.
Education
MBA - Project Management
Manipal Univerysity Jaipur
Manipal University Jaipur12-2024
B.Tech. CSE -
Galgotias College of Engg. & Tech.
Greater Noida, UP08-2022
Skills
Business Analysis Requirements Analysis Problem Solving Root Cause Analysis Process Improvement Stakeholder Management Client Communication Data Analysis Business Process Analysis Project Coordination SQL/PL-SQL Application Support Functional & Regression Testing Jira ServiceNow Agile/Scrum Pharmacovigilance Argus Safety
Technical documentation Project management Business analysis Requirement gathering
Accomplishments
- On the Spot Award.
- Star of the Month Award.
- Standout Performer Award.
- Client Appreciation.
- Zero SLA Breaches.
Timeline
Technical Support Engineer
Tata Consultancy Services Limited
06.2023 - Current
Business Quality Analyst
RxLogix Corporation
07.2022 - 03.2023
MBA - Project Management
Manipal Univerysity Jaipur
B.Tech. CSE -
Galgotias College of Engg. & Tech.