SAMEER ARORA
Summary
A software engineer with three and a half years of experience, known for being proactive and results-oriented. Skilled in working on different aspects of a project, collaborating effectively with teams, and taking the initiative to work independently. Possesses strong expertise in production support and handling internal and external clients for the organization, with complete SLA compliance.
Overview
3
3
years of professional experience
Work History
World Health Organization - Support Engineer
ThoughtSol Infotech PVT. LTD.
07.2024 - Current
- Monitoring various business applications from the front end (using different tools) and the back end (using health check commands).
- Handling and resolving tickets based on priority levels (P1, P2, P3, P4), with 100% compliance to SLA and OLA.
- Managing client-raised tickets using CRM tools.
- Gathering customer requirements and applying an analytical approach to resolve their issues and pain points.
- Troubleshooting issues on various business applications used by business users.
- Following up on defects raised with the development team.
- Collaborated with cross-functional teams to resolve customer issues.
Versatile Software PVT. LTD.
09.2022 - 06.2024
- Providing satisfactory solutions, and regular follow-ups with business users.
- Troubleshooting issues related to in-house applications.
- Preventing SLA breaches through continuous monitoring.
- Managing file transfers using HTTPS, SFTP, FTPS, and FTP protocols.
- Worked flexible hours to provide 24/7 support for production issues.
Education
B-Tech - CSE
Guru Gobind Singh Indraprastha University
07-2022
Skills
- Linux
- Windows
- MySQL
- Service Now
- Jira
- Solarwinds
- Site UpTime
- AWS
- WHO ID System
- Active Directory
- Cisco Jabber
- FileZilla
- Kibana
- Microsoft Teams
- Application monitoring
- Putty
- Ticket resolution
- Technical troubleshooting
- Analytical troubleshooting
Accomplishments
I received appreciation for completing the highest number of tickets for ten consecutive months.
Timeline
World Health Organization - Support Engineer
ThoughtSol Infotech PVT. LTD.
07.2024 - Current
Versatile Software PVT. LTD.
09.2022 - 06.2024
B-Tech - CSE
Guru Gobind Singh Indraprastha University