Java
Suhas Manga
Business Analyst
Pune
Summary
Solution Success Engineer with more than 3 years experience seeking to transition to Business Analyst .
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Solution Success Engineer
eGain Communication Pvt. Ltd.
Pune
03.2020 - Current
- Primary role is to provide Product Application Support.
- Diagnose, Troubleshoot and Debug the functional issue reported by customer.
- Analyzing technical issues and providing detailed RCA report to customer.
- Providing solution to customer which includes understanding customer’s use-case and debugging application.
- Working on Platform and Analytics (SaaS application).
- Reviewing code for light changes before committing changes in SVN to reflect customer requirement.
- Working closely with Product development, Professional Services, QA and Product Management team to resolve Customer’s issue in agreed SLA.
- Understanding customer’s requirement and discussing further with internal stake holders.
- Tracking important issue such as bugs and change request through JIRA working with Developers and Operational team by providing timely updates by carrying out preliminary analysis on complex issues.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Understanding customer requirements and business use case using various elicitation techniques before presenting them internal stakeholders. Prioritizing the requirement based on customer’s business whether functional or non-functional.
- Making sure each and every stakeholder whether internal or external is fed with latest updates of ongoing project.
- Increased customer satisfaction by resolving issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Technical Support Associate
Concentrix
Pune
04.2018 - 04.2019
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Customer Handling.
- Being up to date with latest operating system updates and guiding customers accordingly.
- Identifying, reporting and tracking bugs in product through JIRA.
- Providing application support and handling complex issues.
- Interacting with internal stake holder on various issues and possible resolutions.
- Taking follow up of cases whenever required.
- Involving cross functional team whenever required
- Working with CSM/CRM for requirement gathering.
- Undergo daily hurdles to clear the issues and maintain TAT.
- Maintain daily task details.
Education
Master of Computer Applications - Management
JSPM's Rajarshri Shahu College of Engineering
Pune 06.2014 - 06.2016
Bachelor of Computer Applications - Management
Indira College of Commerce And Science
Pune 08.2011 - 06.2014
Skills
Solution Optimization
Software
Eclipse
Ms-Visio
JIRA
Memory Analyzer(MAT)
Ms-SQL
SQLite
Interests
Cricket
Football
Workout
Timeline
Solution Success Engineer
eGain Communication Pvt. Ltd.
03.2020 - Current
Technical Support Associate
Concentrix
04.2018 - 04.2019
Master of Computer Applications - Management
JSPM's Rajarshri Shahu College of Engineering
06.2014 - 06.2016
Bachelor of Computer Applications - Management
Indira College of Commerce And Science
08.2011 - 06.2014
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