Reading technical blogs
Tarannum Parveen Shaikh
Technical Support Engineer
Hyderabad
Summary
An IT professional who is goal oriented, go-better and motivated. I have been serving in Saas based IT firm since 7 +years, helping business to grow with positive outcome. Seeking a Technical Support Engineer position in a firm where I can apply my skills and knowledge to meaningful contribution with hard work. Always ready for new challenges. Commended for rapidly and effectively resolving downtime and efficiently integrating new software and components.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Technical Support Engineer
Phenom People
Hydrabad
09.2021 - Current
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Held meetings to provide platforms for knowledge-sharing of discovered issues and recurrent custom complaints.
- Aligned office departments and increased inter-department communication and data sharing.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analyzed [Type] issues to identify troubleshooting methods needed for quick remediation.
- Performed root cause analysis of reported issues to decisively discern and enact corrections.
- Maintained response times in compliance with internal policies to support business continuity.
- Patiently walked individuals through basic troubleshooting tasks.
- Documented reported faults and bugs for referral to development staff's use in iterative updates.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Retained existing clients and developed [Number] new accounts by extending high quality and efficient support service.
Software Specialist
Eclinical Works
Ahmedabad
06.2017 - 08.2021
- Proven History of process improvement and product Optimization collaborate with internal resources and extended partners to track metric and develop reports Evangelize data-driven thinking and guide stakeholders to make informed decisions.
- Troubleshooting the Eclinical works product configuration & database related technical issues raised by customers.
- Detailed analysis in database procedures, function, indexes and trigger also windows batch service troubleshooting.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Defined and documented technical support best practices for [Type] technologies.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Provided documentation on start-up, shut down and Second-level troubleshooting of technical processes to support desk staff.
- Activated accounts for clients interested in new services.
Software Technical Support Agent
Tanish Info Service
Gandhinagar
08.2013 - 05.2017
- Asking customer target questions to quickly understand the root of the problem.
- Increased customer satisfaction by resolving issues.
- Diagnose and troubleshoot technical issues , including hardware setup based on software requirement for smooth transition.
- Research and identify solutions for software and hardware issues by referring to internal database or external resources to accurate technical support.
- Handled [Number] calls per day to address customer inquiries and concerns.
- Provide prompt and correct feedback to customers Talk clients through a series of actions , either via phone or email until reported issue is resolved as per customer requirement.
- Ensuring that all issues are properly logged , prioritize as per business impact and manage several open issues at one time
- Created plans and communicated deadlines to complete projects on time.
- Maintain jovial relationship with clients.
Education
Bachelors's in Computer Application. - Computer And Information Sciences
Ganpat University
Kherva, Mehsana 07.2007 - 05.2010
Master's in Computer Applications - Computer Engineering Technology
Ganpat University
Kherva, Mehsana 08.2010 - 05.2013
Skills
Software Debugging
Remote Diagnostics
Technical fault tracking
My SQL
Project Management
Scrum
API
JIRA
Product Analysis
SAAS
Cloud Application
MS Office
Risk Evaluation
Agile Mythology
Manual Testing
Database Management
SQL Server
Data Manipulation
Data Migration
Data Analysis
Azur
Accomplishments
- Collaborated with team of 10 in the smooth on board of our new customer.
- Documented and resolved global issue which led to customer satisfaction.
- Resolved product issue through consumer testing.
Interests
Music
Travelling
Timeline
Technical Support Engineer
Phenom People
09.2021 - Current
Software Specialist
Eclinical Works
06.2017 - 08.2021
Software Technical Support Agent
Tanish Info Service
08.2013 - 05.2017
Master's in Computer Applications - Computer Engineering Technology
Ganpat University
08.2010 - 05.2013
Bachelors's in Computer Application. - Computer And Information Sciences
Ganpat University
07.2007 - 05.2010