UJUAL RAJ

● As a team member from the beginning of the project, taken initiative to handle all transitional points from SQL and played key role in documentation with the help of Development Team.

● Primary skills include MySQL, Unix, AWS basics, cloudwatch, and monitoring tools like DYNATRACE and Datadog.

● Working experience in My SQL Server for database maintenance with user details.

● Involved in production critical scenarios (Production Issue P2, P2 tickets), involved over the bridge calls for issue resolution with effective communication and engaging interfacing teams for proper resolution without SLA miss.

● Sub-queries to fetch data for issue analysis and requirements.

● Worked on API tester using Postman tool.

● Troubleshooting and resolving application issues escalated by end users.

● Participating in UAT releases and addressing Customer feedback.

● Monitoring the application performance

● Addressed technical issues and guided end users through resolution.

● Prioritizes requests in accordance with the agreed service level agreement.

● Development and implementing resolutions to identified problems and creating bug/improvement tickets with the development team to better the product

● Maintained strong relationships with key clients and stakeholders

● Addressed customer concerns and feedback promptly and effectively and implemented strategies to improve customer satisfaction and retention.

●Provided technical assistance on collaboration (engineer from another product/team), training new joiner and team on internal product and upcoming projects

●Comfortable in adapting to responsibilities (technical/non-technical) as per business requirements

●Assisted in the deployment and configuration of new systems and applications, ensuring seamless integration with existing infrastructure

●Collaborated with development teams to identify and report software bugs, contributing to faster resolution and improved product quality.

●Experience in handling escalated or urgent situations with professionalism, a sense of urgency, and technical expertise.

●Provided technical assistance on collaboration (engineer from another product/team), training new joiner and team.

●Assisting customers with the latest firmware updates and upgrades.

●Was in contact with the customers as an L2 support associate as well as with the development team as a tester, leading to a better understanding of the product.

●I have worked closely with quality assurance teams during product testing phases to identify potential bugs or defects before release.

●Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.

●Managing IT-related issues through calls, Emails, and Web tickets for end users

●Part of the L2 team, performing troubleshooting on Windows and network issues

●Update the knowledge articles based on new steps inculcated for project improvement.

●Trained on My Supplier Portal Tool

●Worked with clients as well as end users to resolve their issues and questions, either through emails or on calls.

●Installed, configured, tested and maintained operating systems, application software, and system management tools.

●Increased user satisfaction through effective communication and timely resolution of support tickets.

●Level 1 engineer for the operating on issues related to internal HP applications

●Providing technical services for third-party users who are contractors to HP for internal applications and its services

●Trained on Part replacement and OS up-gradation.

●Performed scheduled service work, installations, testing and repairs.

●Maintained service schedule for software and hardware.