VINAY KUMAR
APPLICATION SUPPORT ANALYST
Jaipur
Summary
Experienced Technical Support Analyst with 4 years of proven track record in delivering efficient and effective technical assistance to clients. Demonstrated ability to conduct root cause analysis for prompt identification and resolution of complex technical issues. Proficient in managing communication with internal teams and external clients, facilitating clear and concise information exchange. Skilled in client relationship management, fostering strong partnerships to enhance overall customer satisfaction.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
Work History
Technical Support Analyst
TransformHub Pvt Ltd
08.2021 - Current
- End to End 1st and 2nd Level Production support for Mobile Application and Web Portals with RCA
- SRE Monitoring and Report Preparation
- Supporting Patching, Maintenance or Deployment related Activities
- Working cross functionally with Infrastructure, Database and applications
- Successfully resolved 1000+ issues within SLA and suggested multiple Fixes during this
- Working with API, Incident Management and log tools like Sentry, AWS Cloud Watch etc
- Experience with GitHub, Git Lab, CI/CD pipeline and basics of DevOps
CRM Technical Analyst
AU Small Finance Bank
09.2020 - 08.2021
- Worked with offshore and onshore teams in the development, maintenance and support of CRM applications customization
- Designed Service Request technical flow as per the business requirement and testing after deployment
- Business and Functional Documentation
Executive Assistant to CIO
AU Small Finance Bank
12.2019 - 09.2020
- Closely working with CIO to streamline Vendor on boarding and track of the process implementation
- Purchase Order creation and tracking end to end process
- Prepared and presented financial reports to executive management, providing insights that enabled informed decision-making
- Presented project updates to executive team to ensure alignment and keep stakeholders informed
Professional consultant
The Akshaya Patra Foundation
06.2015 - 05.2019
- Developed and facilitated professional development workshops for faculty and staff to ensure quality instruction
- Implemented a volunteer program that encouraged youth to give back to their community and develop a sense of self-worth
- Public Relationships to create awareness about NGO
Education
ITIL-4 - undefined
PeopleCert
03.2023 - 03.2026
Agile Scrum Certification - undefined
Udemy
GCP - undefined
Coursera
BTech - Computer Sc & Engg
Govt Engineering College
07.2011 - 05.2015
Skills
Microsoft Office
undefinedAwards
Rising Star Award of the Year 2022, TransformHub Pvt Ltd
Certification
IT Infrastructure Library (ITIL-4) Foundation Certification - AXELOS
Timeline
ITIL-4 - undefined
PeopleCert
03.2023 - 03.2026
Technical Support Analyst
TransformHub Pvt Ltd
08.2021 - Current
CRM Technical Analyst
AU Small Finance Bank
09.2020 - 08.2021
Executive Assistant to CIO
AU Small Finance Bank
12.2019 - 09.2020
Professional consultant
The Akshaya Patra Foundation
06.2015 - 05.2019
BTech - Computer Sc & Engg
Govt Engineering College
07.2011 - 05.2015
Agile Scrum Certification - undefined
Udemy
GCP - undefined
Coursera
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