Pranali Jadhav
Mumbai
Summary
Dynamic Senior Technical Support professional with established expertise at Clover Infotech Pvt. Ltd., specializing in SQL and complex problem resolution.
Overview
8
8
years of professional experience
Work History
Manager
RBL Bank
Navi Mumbai
04.2024 - Current
- Enhanced client satisfaction through development of customer service strategies.
- Ensured compliance with banking regulations while managing daily operations.
- Streamlined branch operations by implementing key process improvements.
- Utilized customer feedback to refine service offerings and resolve concerns.
- Conducted detailed opening, closing, and shift change functions to maintain standards.
- Resolved significant application issues across various platforms, including Vision Plus, Retail Collection, Posidex, and SFDC.
- Utilized Service First, ITSM and CRMNEXT to manage support tickets effectively.
- Applied SQL and MySQL skills for comprehensive data extraction and analysis.
Senior Technical Support
Clover Infotech Pvt. Ltd
Navi Mumbai
06.2022 - 03.2024
- Provided technical support at client location for RBL Bank within Enterprise and Credit Card Support team.
- Resolved critical application issues for Posidex, OONAS, MyCard, and CRMnext.
- Managed and tracked support tickets effectively using Service First and CRMNEXT.
- Demonstrated proficiency in SQL and MySQL for data extraction and analysis.
- Addressed user-related and document-related issues to minimize operational disruptions.
- Documented resolution processes meticulously while managing support tickets according to ITSM protocols.
- Delivered real-time email and phone support, promptly resolving issues as they arose.
- Collaborated with cross-functional teams to tackle complex technical challenges.
Application Support Engineer
Renovision Automation Services Pvt. Ltd.
03.2021 - 05.2023
- Monitored partner issues, providing effective resolutions and coordinating with agents to gather requirements.
- Updated user records in respective databases using MySQL and SQL query browser.
- Executed data management tasks including insertion, deletion, and updates of agent status details via SQL queries.
- Verified agent information, policy status, and login credentials within GC application.
- Resolved daily production issues promptly, minimizing operational disruptions and addressing user inquiries effectively.
Application Support Engineer
Tikona Infinet Private Limited
06.2018 - 03.2021
- Monitored new connection requests and payment issues for Tikona Digital Network ISP.
- Managed deployment across various servers for Tikona’s infrastructure.
- Conducted mapping of Tikona towers to geographical locations and pincode alignment with site engineers.
- Provided first-contact resolutions to site engineers and network teams at Tikona.
- Executed SQL queries to update user records in databases, including insertion, deletion, and retrieval of agent statuses.
- Utilized Siebel application to verify payment details, connection status, and track trouble tickets assigned by site engineers and marketing teams.
- Maintained tracking records for trouble tickets to ensure prompt issue resolution.
- Collaborated with cross-functional teams to enhance operational workflows.
Network Support Engineer
Orient Technologies PVT LTD
04.2018 - 05.2018
- As Network Support Engineer, I worked on project of “TIKONA DIGITAL NETWORK”.
- To check backend network of “Tikona Digital Network” ISP.
- To check first resolution of the “Tikona’s” Customer.
- To check backend device of network by taking remote access with help of various portals.
- We educate and trained customer to troubleshoot primary level network issue.
- Also trained customer’s on usage and bill generation, and billing process.
Education
B.E. - Electronics And Telecommunications
RMCET
Ambav, Maharashtra06-2018
Skills
- SQL and PL/SQL scripting
- Customer relationship management
- Problem resolution
- Linux fundamentals
- Deployment on Apache Tomcat
- Microsoft Office proficiency
- MySQL query development
- Toad for Oracle expertise
- Effective communication skills
- Conflict resolution strategies
Disclaimer
I hereby declare that the above information provided is true to the best of my knowledge and belief.
Personal Information
Date of birth: 04/01/95
Languages
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Marathi
Proficient (C2)
C2
Timeline
Manager
RBL Bank
04.2024 - Current
Senior Technical Support
Clover Infotech Pvt. Ltd
06.2022 - 03.2024
Application Support Engineer
Renovision Automation Services Pvt. Ltd.
03.2021 - 05.2023
Application Support Engineer
Tikona Infinet Private Limited
06.2018 - 03.2021
Network Support Engineer
Orient Technologies PVT LTD
04.2018 - 05.2018
B.E. - Electronics And Telecommunications
RMCET