Shruti Tamboli
Senior Product Support Analyst
Pune
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
6
6
Certifications
Work History
Product Support Senior Analyst
Xogene Services LCC
09.2021 - 12.2023
- Knowledge Base Development: Created and contributed to the development of comprehensive knowledge articles within the Xogene knowledge base, ensuring accurate and accessible information for internal teams and clients.
- Issue Investigation: Actively investigated and researched technical issues, collaborating with product and development teams to assess downstream impacts and establish resolution timelines.
- Cross-functional Collaboration: Fostered strong partnerships with various business units including development, operations, and client teams, providing technical expertise and ensuring smooth collaboration.
- Service Request Management: Handled a diverse portfolio of service requests and escalations efficiently, adhering to established guidelines and prioritizing tasks based on severity.
- Defect Resolution: Identified and analyzed complex technical issues, proposing effective solutions and collaborating with development teams for successful implementation.
- Software Release Management: I played a crucial role in deploying software releases across both User Testing and Production environments, ensuring smooth transitions and minimal disruptions.
- Partnership Support: I actively supported Acceptance the launch and ongoing operations of partnerships, focusing on technical and product onboarding for seamless integration.
- Business Intelligence: I utilized business intelligence tools to develop and maintain decision trees, providing valuable insights for strategic decision-making.
- AWS Job Management: Performed daily verification and monitoring of AWS jobs, ensuring their successful execution and identifying any potential issues.
- Test Case Design and Execution: Developed comprehensive test cases, prioritized testing activities, and executed them meticulously, reporting defects with accurate severity and priority assessments.
- Regression Testing: Conducted thorough regression testing after code changes to guarantee the stability and functionality of the system.
- Support Documentation and KPI Development: Contributed to the creation of support guides and KPIs for the Xogene support team, enhancing their data visualization and performance tracking. efficiency and performance.
- Support Dashboard Creation: Actively participated in building a Support Dashboard using Freshdesk and Excel, providing a centralized platform for
- Team Management and Training: Monitored team ticket queues, analyzed SLAs, and provided training and onboarding support to new team members.
Technical support specialist
Coupa
04.2021 - 08.2021
- Team Provides product support to Client by using expertise in advanced networking and security concepts, Relational database, and software development life cycle.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Researched product and issue resolution tactics to address customer concerns.
Associate Software Engineer
Mphasis
12.2016 - 03.2021
- Checked configuration files and logs to uncover root causes of problems.
- Teamed with business analysts to deliver high-availability solutions for mission-critical applications.
- Monitor process and software changes that impact production support, communicate project information to production support staff and raise production support issues to project team.
- Prioritize workload, providing timely and accurate resolutions.
- Perform production support activities that involve assignment of issues and issue analysis and resolution within specified SLAs.
- Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
- Suggest fixes to complex issues by doing thorough analysis of root cause and impact of defect.
- Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments
- Provide two tier supports to all applications and provide assistance to all end users and identify any issues in production.
- Maintain schedule jobs and perform troubleshoot on processes and resolve all issues.
- Analyze all vendor applications and provide operational support to same and perform reviews.
- Administer and implement all new systems and ensure transition of plans to production.
- Provide training to various new employees and assist with expert knowledge on all production processes.
- Document all production applications and resolve all application issues and answer all requests.
- Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
- Maintain knowledge on all hardware and operating system and update security associate technology.
- Analyze all applications and recommend necessary upgrades and patches and perform troubleshoot on all issues.
- Maintain effective relationships with various system administrators and development teams.
- Prepare all project requirements and develop all associated projects for various applications.
- Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies.
- Provide support for banking applications mainly Autonomy (iManage), Swift, Actimize.
Technical Support Engineer
Mphasis
10.2015 - 12.2016
- Team provides technical support for Bank of America employees
- These may include password management, VPN support, Citrix Support, MAC support application support and other System Administrator related tasks etc.
- Responsible for Support and Maintenance of bank related to all applications and end to end technical support for business partners with Citrix as main platform.
- Used along with complete network and server support for bank with access to skillset like Active Directory, Server Run Book, Lotus Notes and other Applications such as AS400, quality center.
- Configure and troubleshoot Issues for HVD, RDC and Remote PC issues along with hardware and software support for laptop and BANDED computers, Printers.
- Configuration and troubleshooting for password reset, Shared Drives with system administrator privileges.
- Resolution of Outlook Issues like – PSTs, OSTs, Profile, memory issues, Group Mailbox, WebEx, Outlook calendar issues, and other basic troubleshooting.
- Managing Daily shift handover and escalation reports.
- Avoid escalations and taking rational decisions whenever needed.
- Maintaining ticket lifecycle for completion.
Education
Master of Computer Applications - Computer And Information Sciences
JSPM’s ENIAC Institute of Computer Application
Pune 04.2014 - 06.2016
Bachelor of Computer Science - Computer Science
MIT Arts, Commerce & Science College
PuneStandard XII -
S.V. Union High School & Junior College
PUNESSC 2007 -
Don Bosco High SchoolPune
PuneSkills
Operating Systems: Windows Server 2008R2, Windows7, Windows98/vista, Linux, Windows 10, Windows 11
JAVA (Core & Advanced), C & C, PHP, HTML, CSS, AJAXVisual Studio 2008 & 2010IManage, Actimize, Swift, Desktop directors, Powershell, Runbook, Host Explorer, RSA, Security Console, PrimeWindows server, Unix ServerVisual Studio 2008 & 2010Technical understanding
Client management
Team Bonding
Advanced problem solving
Certification
Diploma in Software Testing
Personal Information
- Passport Number: L4644781
- Passport Date Of Issue: 09/13/2013
- Passport Place Of Issue: PUNE
Activities
- Participated in different sports events-Badminton, Sudoku.
- Participated in different cultural events.
Software Requirements
PHP, jQuery, JavaScript, CSS, HTML,XML., MySQL(Database)
Projects
Online search basically provides a way for customers go search for services all over the Web and services and goods with reasonable prices on the Internet. For some customers, purchasing and searching online have become part of their daily lives, while others may not even care about it.
Disclaimer
I hereby declare that the information provided above is true to the best of my knowledge.
Timeline
Product Support Senior Analyst
Xogene Services LCC
09.2021 - 12.2023
Technical support specialist
Coupa
04.2021 - 08.2021
Associate Software Engineer
Mphasis
12.2016 - 03.2021
Technical Support Engineer
Mphasis
10.2015 - 12.2016
Master of Computer Applications - Computer And Information Sciences
JSPM’s ENIAC Institute of Computer Application
04.2014 - 06.2016
Bachelor of Computer Science - Computer Science
MIT Arts, Commerce & Science College
Standard XII -
S.V. Union High School & Junior College
SSC 2007 -
Don Bosco High SchoolPune