Riya T Johnson
Summary
Experienced Software Support and Manual Testing Engineer with a proven track record in providing exceptional technical support and ensuring software quality. Skilled in troubleshooting complex software issues, collaborating with cross-functional teams, and delivering effective solutions. Adept at manual testing methodologies, test case design, and defect management. Demonstrated expertise in customer service, problem-solving, and delivering projects on time. Strong knowledge of software development life cycle (SDLC) and agile methodologies. Committed to continuous learning and staying updated with emerging technologies. A results-driven professional with excellent communication and interpersonal skills, dedicated to delivering superior user experiences and driving customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Software Support Engineer
Techsmith Software Pvt Ltd
12.2021 - Current
- Providing customer services to a variety of customers
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Experience in Microsoft SQL Server
- Installation and configuration of MS SQL Server with Database backup, restore, and recovery
- Experience in manual testing of both windows and web applications.
- Develop and execute test plans and test cases
- Identify and report software defects and issues.
- Conduct performance testing and analysis test results.
- Research and identify solutions to software and hardware issues
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Providing time to time training to the clients.
Advance Technical Trainee
Cochin Shipyard Ltd
09.2020 - 11.2021
- Providing Customer support for computer hardware & software in entire Yard
- Diagnosing and repairing faults.
- Maintenance and modification of the Cochin shipyard website and intranet.
- Publishing Tenders on the Govt. Site.
- Remote support and ticket handling
- Creating and Tracking files in Lifecycle Management (FLM).
- PC peripheral management & Windows Troubleshooting.
- Ensure network security using firewalls and antivirus (seqrite) Configuration.
- Providing basic networking trouble shooting.
- Installation and configuration of digital signatures for end users.
- Configuration and resolution of all types of mail issues.
- Managing Mail server and handling all type of mail issue
- Installation and Configuration of SAP application and host file.
- SAP ERP Application : Material Management & Module HR Module
Technical National Apprentice Trainee
Cochin Shipyard Ltd
06.2019 - 09.2020
- Providing Customer support for computer hardware & software in entire Yard
- Diagnosing and repairing faults.
- PC peripheral management & Windows Troubleshooting
- Maintenance and modification of the Cochin shipyard website and intranet.
- Publishing Tenders on the Govt. Site
- Installation and Configuration of SAP application and host file.
- Installation and updating of Symantec antivirus clients.
- Configuration and resolution of all types of mail issues.
- Associated with service engineers for warranty related complaints.
- Ensure network security using firewalls and antivirus.
- Installation and configuration of digital signatures for end users.
- Installation and configuration of the Cyberoam client.
IT Support Engineer
CMS IT Services & Talent Development Center
05.2018 - 05.2019
- CMS IAMS ERP application installation and configuration for the end users.
- Office Administration & Updating and Maintaining the Records
- Windows Troubleshooting & Mail Management
Keeping customer relationships alive - Hardware and software installation.
- Assist local management in all necessary paperwork
- Provide administrative support to the directors
- Meeting coordination, data/information collection, reports, etc
Front Office Staff
Tops Academy
03.2017 - 04.2018
- Assist with sales day responsibilities as assigned.
- Keeping customer relationships alive.
- As needed, assists management and staff with various administrative and support duties.
- May be in charge of coordinating the title management and dealer registration processes.
- Assisting dealers with various procedures and working with computers to create and compile data forward processing documents, spreadsheets, and so on.
- Record Updating and Maintenance
- Assist with Business and employee activities as needed.
Telemarketing Executive
Idea Cellular
06.2016 - 03.2017
- Customers were assisted with their service needs.
- Assists in prospect follow-up and support of sales activities.
- Managing and nurturing relationships with key clients and repeat event bookers
- Provide information about the company's products and services.
- Providing regular, timely feedback to the marketing team on the number of calls made, any objections etc.
- Updating records and collecting new information/contact details
Education
Bachelor of Computer Applications - Computer Science And Programming
Bharathiar University
Coimbatore05.2019
Diploma in Computer Engineering - Computer Science And Programming
State Board of Technical Education
Thiruvananthapuram, Kerala04.2016
No Degree - SSLC
Kerala Board of Public Examinations
Thiruvananthapuram, Kerala03.2013
Skills
- Customer Service
- Communication Skill
- Technical Support
- Software Troubleshooting
- Microsoft Sql Server
- Microsoft SQL Server Management Studio
- Programming Languages: C, C, html, Basics of Java, MS Sql
- OS: Microsoft Window
- Quality Assurance
- Microsoft Office
- Documentation & Training
Certification
- Certificate Course in C Programming
- Basic Hardware & Networking [H+ & N+]
- Certificate in National Apprenticeship Training
Languages
Malayalam
Bilingual or Proficient (C2)
English
Advanced (C1)
Hindi
Beginner (A1)
Sanskrit
Beginner (A1)
Tamil
Beginner (A1)
Timeline
Software Support Engineer
Techsmith Software Pvt Ltd
12.2021 - Current
Advance Technical Trainee
Cochin Shipyard Ltd
09.2020 - 11.2021
Technical National Apprentice Trainee
Cochin Shipyard Ltd
06.2019 - 09.2020
IT Support Engineer
CMS IT Services & Talent Development Center
05.2018 - 05.2019
Front Office Staff
Tops Academy
03.2017 - 04.2018
Telemarketing Executive
Idea Cellular
06.2016 - 03.2017
Bachelor of Computer Applications - Computer Science And Programming
Bharathiar University
Diploma in Computer Engineering - Computer Science And Programming
State Board of Technical Education
No Degree - SSLC
Kerala Board of Public Examinations
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