Rupali Deshmukh
Summary
Dynamic IT Technical Support L2 Engineer with proven 7.7+ years of expertise at FirstCry & Conneqt business solutions, excelling in CRM software and data analysis. Adept at enhancing operational efficiency through innovative solutions and exceptional problem-solving skills. Successfully managed executive communications & investigated issues and supported UAE, India, and Middle East (Firstcry.ae & Firstcry.com) websites, applications, & CRM modules for India, UAE, and Oman & Bahrain projects. also delivered critical reports, ensuring timely project completion and stakeholder satisfaction in a fast-paced environment.
Overview
8
8
years of professional experience
Work History
IT- Technical Support Engineer
Firstcry (Brain bees Solutions)
Pune
09.2020 - Current
- Managed executive correspondence, emails, phone calls, and confidential communications, queries, with professionalism and discretion.
- Organized meetings by preparing agendas, meeting materials, and recording minutes with follow-up on action items.
- Served as the primary point of contact between senior leadership, internal departments, clients, and external stakeholders.
- Monitored key performance indicators (KPIs) and prepared analytical reports to support operational planning.
- Ensured timely completion of executive priorities by tracking deliverables and following up with stakeholders.
- Demonstrated exceptional organizational, communication, and multitasking skills while managing competing priorities in a fast-paced environment.
- Investigate, reproduce issues-root cause analysis with CFT & provide fixes and workarounds, and verify changes to ensure continued operations of the Website & App.
- Having fundamental knowledge of the Corehouse Global-bees tool and its functionality.
- Analyze production issues from the business and perspective and outline corrective actions.
- Bring continuous improvements/efficiencies website & APP by utilizing Redmine various innovations and techniques and the reuse of existing solutions.
- Contribute in meeting various SLAs and critical metrics to guarantee that tasks are completed on time and the delivery timeline to meet the quality targets of the organization.
- Working with CRM Team & Enhancing CRM tool through Redmine Smart-Bees Project Management tool so that Customer Care team can function smoothly.
Technical Support Analyst
Conneqt Business Solutions Pvt. Ltd.
Pune
01.2019 - 07.2020
- Responsible to provide functional and technical support for Siebel CRM, OBIEE and User Management (IDM) using BMC Remedy tool.
- Responsible for Creation, Activation, Disabling and provisioning of various accesses to users on client request.
- Delivering enterprise reports, scorecards, dashboards and OLAP analysis.
- System configuration for Siebel, BMC Remedy, IDM (Identity Management System) and Analytics.
- Siebel-CRM/Enterprises applications: Siebel CRM, Siebel Workshop, Siebel Automotive.
- This project includes providing support to TATA MOTORS, Concern Showrooms and Service Providers, and Issues related to IT Infrastructure through Siebel CRM, IDM.
Education
B.E. (E&TC) -
Savitribai Phule University
Pune01-2017
H.S.C -
Maharashtra State Board
01-2013
S.S.C. -
Maharashtra State Board
01-2011
Skills
- Windows
- CRM software
- Data analysis
- Technical documentation
- System configuration
- Ubuntu
- BMC Remedy 81
- Aditas
- Redmine
- SmartBess
- CRM-IDM Tool
- Incident Management
- Technical Support
- Software Support
- Seibel CRM
- Access control
- Problem solving
- Multitasking
- Analytical skills
Personal Information
- Date of Birth: 01/12/1994
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
Corresponding Address
D502, 1 Hallmark Avenue Society, Ravet, PCMC, MH-412101
Achievements Trainings Certifications
- Software Testing Certificate
- Advanced IOT Training by OS3 InfoTech Pvt. Ltd.
- Certified Six Sigma Yellow Belt
Accomplishments
- Received appreciation from offshore and onsite Managers, and clients for my efforts and contribution to the project.
- Based on Upgraded skills Problem resolution time reduced.
- Expertise in issue / query findings in software to improve error-free software working.
Disclaimer
I hereby declare that all the information furnished above is true to the best of my knowledge.
.
Pune Rupali Deshmukh
Timeline
IT- Technical Support Engineer
Firstcry (Brain bees Solutions)
09.2020 - Current
Technical Support Analyst
Conneqt Business Solutions Pvt. Ltd.
01.2019 - 07.2020
B.E. (E&TC) -
Savitribai Phule University
H.S.C -
Maharashtra State Board
S.S.C. -
Maharashtra State Board