ANIMESH SINGH

• Inspire, guide, support and motivate team, provide direction, and manage performance
• Work with client IT department or DBAs to troubleshoot the problems like network connectivity issues or server performance problems
• Escalating issues to Product Development, Product Management, and/or Operations teams and managing their resolution
• Work with external customers to assist in resolving problems of the product within their environment
• Understand “Enterprise Solutions” products to provide in-depth technical assistance to both clients and field support staff
• Work closely with the Product Support Manager and Development teams to provide customer feedback
• Work closely with product management team to provide customer feedback and assist in product direction
• Document results of our product in JIRA workflows and process audits
• Able to show in depth knowledge of confluence, Jira, Zendesk and salesforce
• Configuring & managing development & testing sandboxes; routine application upgrades; new product evaluation

Experienced in developing and maintain overall test methodology and strategy, Documenting Test plans, Test cases and editing, executing Tests cases and Test scripts Using Manual, Analyzed User Requirements and Technical Specifications.

• Created Test plan & Script, Defect Management Templates; Created Initial test plan and developed test cases and test scripts manually.
• Used Quality Center to store all testing results, metrics, created Test Cases, and Reporting.
• Reviewed Business requirements, IT Design documents and prepared Test Plans which involved various Test Cases for all assigned module/projects; Review Test Requirements, Creating Test Plans and Test Strategy documents.
• Developed a Defects Tracking Log for the SharePoint Site to track defects while testing.
• Involved in UAT testing, SIT Testing, Regression Testing and Functional testing.
• Daily update and managed Offshore team

• Provides escalated technical support to customers by handling systems-related issues; may provide on-call technical support telephonically and/or electronically.
• Analyzes and resolves program support deficiencies and conducts testing to enhance performance.
• Tests, integrates, maintains, and addresses escalated problems in systems environments for medium-sized projects, including integrating hardware and software, using necessary resources and personnel.
• Assists in creating basic test scenarios to be used in testing the business applications in order to verify that client requirements are incorporated into the system design
• Participates in technical reviews and inspections to verify 'intent of change' is carried through phase of project.
• Participates in meetings with clients to gather and document requirements and explore potential solutions.
• Implements and documents processes and procedures to ensure compliance with standard business practices. Assists in the implementation of training tools and documentation.

• Manage the team efficiently to maximize agent utilization
• Tracking agent/ team performance on quality and working with the Quality and Training team to develop training schedules/ plans
• Assist the customers in troubleshoot problems with Domains, DNS, Email Configurations, Protocols, Web hosting, Internet issues.
• Troubleshoot and resolved website connectivity
• Resolved the Tier 2 issues also take care of any escalation
• Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.
• Monitored Calls and ensured they were performed according to standard testing methods, established specifications, and required protocols.

• Responsible for maintaining hardware & software troubleshooting log and submitting a summary report to management each week.
• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
• Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
• Onboarded and trained all incoming junior tech support specialists.
• Manage JIRA service desk queue, troubleshoot, and resolve issues in a thorough, timely, and professional manner
• Provide support for remote users in addressing laptop, networking, OS, and software issues
• Desktop & Laptop OS support for Windows
• Hands-on experience with Salesforce & Tableau