Summary
Overview
Work History
Education
Skills
Technical Skills
Softwares
Certification
Languages
Timeline
Generic

Shraddha Kamble

Pune

Summary

Results-driven Technologist with 8 years of experience providing exceptional customer support and service. Recognized as a subject matter expert in BMC Client Management, leveraging strong analytical skills to effectively resolve complex customer issues. Committed to enhancing user satisfaction and operational efficiency.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Staff Technical Support Analyst

BMC Software
Pune
12.2023 - Current
  • Collaborate closely with customers and partners to investigate, troubleshoot, and resolve product and performance issues promptly.
  • Installed and configured BMC Client Management (BCM), demonstrating strong troubleshooting skills to resolve product and performance issues.
  • Provided support for managing and deploying patches efficiently using BCM, ensuring the security and performance of systems.
  • Provided support for BCM to perform OS deployments across various systems, streamlining the setup process for large-scale environments.
  • Executed basic Linux commands, managed RPM packages, and installed software on Linux servers, ensuring smooth operation and system compatibility.
  • Utilized SQL Server Management Studio (SSMS), wrote queries to retrieve required data, and maintained databases with regular maintenance plans.
  • Applied network technologies, including subnetting, routing, switching, WAN, LAN, TCP/IP, NAT, and DNS, to ensure robust network functionality and performance.
  • Handled SSL certificate installation and configuration to secure communications and maintain encryption standards.
  • Managed Active Directory (AD) for user and group management, ensuring proper access controls and security across the network.
  • Analyzed application logs for errors or anomalies that could indicate potential problems, or security breaches.
  • Diagnosed complex technical issues by performing root cause analysis utilizing available resources such as log files or application traces.
  • Assisted in the design of new network architectures in order to meet business requirements while adhering to industry best practices.
  • Maintained knowledge base articles and created training videos containing solutions for common technical issues encountered by customers.
  • Diagnosed and resolved complex technical issues to ensure optimal system functionality.
  • Developed and maintained comprehensive documentation for troubleshooting and system configurations.
  • Facilitated root cause analysis for technical problems and implemented corrective actions.
  • Collaborated with engineering and product teams to identify and rectify recurring technical issues.
  • Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
  • Collaborated with other departments to ensure efficient workflow processes.
  • Developed strategies for improving customer service standards and increasing customer satisfaction levels.
  • Provided support to management in areas such as recruitment, and training.
  • Supported project management processes, tracking deadlines and updating project statuses.

Technical Support Analyst

BMC Software
Pune
10.2016 - 11.2023
  • Resolve a diverse range of technical issues with the BCM application for customers across various time zones, including APAC, EMEA, and the US.
  • Assist customers in identifying issues and explain solutions to restore service and functionality.
  • Research product and issue-resolution tactics to address customer concerns.
  • Assist customers and the internal team in resolving issues with the integrations of BCM with CMDB, SmartIT, Remedyforce, and DWP.
  • Maintain detailed records of daily customer interactions regarding issues, RCA, and resolutions for future reference.
  • Use written communication skills to update case documentation, as well as to use, modify, and create knowledge-base articles.
  • Create enhancement requests to have the new features implemented in the product.
  • Work with the team to address the individual as well as the team backlog.
  • Analyze application data and logs to assess performance and uncover problems.
  • Escalate issues, and work directly with Research and Development to resolve complex support problems.
  • Maintain in-house labs to reproduce issues in internal labs, and based on that, create product defects.
  • Use professional concepts, company policies, and procedures to solve a wide range of difficult problems in practical ways.
  • Taking responsibility for Helix cases and connecting to cloud servers to identify the issues.
  • Share knowledge as a process, and invest time in helping the team members.
  • Educate customers on different BCM modules, and the best practices to utilize them effectively.
  • Manage around 25 issues per day.
  • Maintain good customer satisfaction with 100%.
  • Ensure cases are worked on within the agreed SLA.
  • Provided timely updates on progress toward resolution of customer issues via email or phone calls.

Education

Bachelor of Engineering - Electronics And Telecommunication

Anjuman College of Engineering And Technology
Nagpur
08-2015

Skills

  • Debugging
  • Application troubleshooting
  • Customer support
  • ITIL framework
  • Application installations
  • Documentation and Knowledge Sharing
  • Incident management
  • Problem Management
  • Escalation Management
  • Analytical Thinking
  • Team Leadership & Collaboration

Technical Skills

  • Installation & Configuration of BMC Client Management: Proficient in installing and configuring BMC Client Management (BCM) to manage and monitor client systems efficiently.
  • Troubleshooting BCM: Expertise in diagnosing and resolving complex issues related to BMC Client Management, ensuring minimal downtime and system reliability.
  • Patch Management with BCM: Experience in applying and managing patches via BCM to maintain system security and performance across the enterprise.
  • OS Deployment through BCM: Capable of deploying operating systems across multiple machines using BMC Client Management, automating and streamlining OS installation processes.
  • BCM Integration with ITSM Tools: Skilled in integrating BCM with ITSM tools such as CMDB, SmartIT, DWP, and Remedyforce to improve service management workflows and enhance system monitoring and reporting.
  • Windows OS Installation & Configuration: Proficient in installing, configuring, and maintaining Windows operating systems, including troubleshooting and optimization for optimal performance.
  • Microsoft Patch Management: Experience in applying and managing Microsoft patches using tools like BCM to ensure system security and compliance.
  • Registry Management (Windows)
  • Basic Linux Commands: Familiar with essential Linux commands to perform system administration tasks, troubleshoot, and manage file systems.
  • RPM Package Management: Experienced in handling RPM packages for software installation, updates, and dependency resolution on Linux servers.
  • Linux Software Installation: Ability to install, configure, and maintain software packages on Linux servers to ensure smooth functionality of services.
  • SQL Server Management Studio (SSMS): Proficient in using SSMS for database management, configuration, and tuning.
  • SQL Queries & Data Retrieval: Strong in writing SQL queries to fetch required data, ensuring accuracy and efficiency in data retrieval.
  • Subnetting & Network Configuration: Strong understanding of subnetting, IP addressing, and network design to ensure proper segmentation and efficient routing in enterprise networks.
  • Routing & Switching: Proficient in configuring and managing routers and switches to optimize network performance and ensure seamless communication across the network.
  • TCP/IP & NAT: Expertise in configuring and troubleshooting TCP/IP settings and Network Address Translation (NAT) for internal and external communication.
  • DNS Management: Knowledgeable in configuring and managing DNS services to ensure accurate domain resolution and reliable network services.
  • WAN/LAN Configuration: Skilled in managing both wide area networks (WAN) and local area networks (LAN), optimizing traffic, and ensuring network resilience.
  • Active Directory Administration: Proficient in managing Active Directory, including user and group management, permissions, and integration with other enterprise systems.
  • Network Scanning with NMAP: Experience using NMAP to perform network vulnerability assessments, discover hosts, and identify open ports and services on network devices.
  • SSL Certificates Management: Proficient in managing SSL certificates for securing web traffic, including installation, configuration, and renewal processes.

Softwares

BMC Client Management

TrueSight server Automation

SQL server management Studio

Sharepoint

MS office suit

Salesforce service Cloud

Putty

SQLite Studio

Notepad++

Winscp

VMware Workstations

Certification

  • BMC Certified Professional (BMC Client Management)
  • ITIL V4 Foundation

Languages

Marathi
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1

Timeline

Staff Technical Support Analyst

BMC Software
12.2023 - Current

Technical Support Analyst

BMC Software
10.2016 - 11.2023

Bachelor of Engineering - Electronics And Telecommunication

Anjuman College of Engineering And Technology

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Shraddha Kamble