Rekha Sheoran
Technical Support Engineer
New Delhi
Summary
Aspiring to work with an organization where I can utilize my skills and capabilities to carve a niche for myself and effectively deliver towards contributing to the organization's objectives and also enhance my personal growth through continual upgrading of knowledge.
Overview
2
2
years of professional experience
Work History
Technical Support Engineer
Tata Consultancy Services Limited
06.2023 - Current
- Implemented User Stories using HTML ,CSS, Javascript Full Stack Developer Training using which included Java basics and advanced, SQL ,Pl SQL, Mongo Db Gain hands-on experience with various IT tools and technologies
- Delivered Level 1 and Level 2 technical support for clients, assisting with software installations, network troubleshooting, and hardware issues
- Conducted root cause analysis for recurring issues, reducing ticket volume by 15% through preventative measures.
- Performed regular system updates, patches, and preventive maintenance to ensure system stability.
- Troubleshot database-related issues, writing SQL queries to retrieve, update, and manage customer data effectively.
- Provided real-time monitoring and support for network infrastructure, addressing connectivity issues with minimal downtime.
- Assisted with installation and configuration of operating systems, software applications, and system upgrades.
- Collaborated with product and development teams to escalate and resolve high-priority issues.
- Used ticketing systems (ServiceNow, JIRA) to log, track, and manage support requests, ensuring timely resolution.
- Used SQL and PL/SQL to query databases and assist clients with data-related issues, ensuring accurate reporting and troubleshooting errors in stored procedures.
- Supported web-based application teams by identifying issues related to front-end technologies like HTML, CSS, and JavaScript, ensuring smooth functionality across platforms.
Business Quality Analyst
RxLogix Corporation
07.2022 - 03.2023
- JIRA- Requirement analysis, Pharma-Covigilance, Bug Logging and Monitoring, Business Quality Assurance, SDLC, User Stories, Use Cases Automation-UFT, Github, VB scripting Software Testing-Manual, Functional, regression testing, database testing identify and report defects in products or services to the appropriate stakeholders, including developers and project managers
- Analyze complex data sets to identify patterns and trends that can help to improve product or service quality
- Used data to form business insights and recommend changes in businesses Creation of documentation related to quality assurance processes, including test plans, test cases, and defect reports.
Education
Bachelor of Technology - undefined
Galgotia College of Engineering and Technology
Greater Noida 08.2018 - 8 2022
Higher Secondary Certificate - undefined
Rao Pahlad Singh Sr. Sec. School
04.2016 - 5 2017
Skills
Argus Safety
PV Terminologies
Manual Testing
QA Automation
Automation Testing
Pharmacovigilance
IntelliJ
Linux
Git
Java
JIRA
SDLC
Quality Assurance
Functional Testing
SQL
HTML5
CSS3
Javascript
ITIL
CyberArk
ServiceNow
Projects
Face Recognition, 09/2021, 02/2022, Learned to recognize and manipulate faces from python and open CV., Achieved model accuracy of 94%, Learned the usage of Raspberry pi. Blogger Website, 03/2021, 06/2021, Developed a blog application using HTML, CSS, and JavaScript, allowing users to read and post blogs to a dynamic platform, Achieved successful deployment of the blog application, providing a comprehensive platform for users to share their thoughts and ideas, Tested the application functionality and debugged to ensure optimal performance and user experience
Awards and Achievement
Received On the Spot Award for quickly resolving a critical technical issue, minimizing downtime and ensuring seamless client operations.
Received Star of the Month Award for consistently delivering outstanding technical support and achieving high customer satisfaction.
Received commendation from clients for exceptional service in resolving complex issues, enhancing client trust and efficiency.
Timeline
Technical Support Engineer
Tata Consultancy Services Limited
06.2023 - Current
Business Quality Analyst
RxLogix Corporation
07.2022 - 03.2023
Bachelor of Technology - undefined
Galgotia College of Engineering and Technology
08.2018 - 8 2022
Higher Secondary Certificate - undefined
Rao Pahlad Singh Sr. Sec. School
04.2016 - 5 2017