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Click here or scroll down to respond to this candidateCandidate's Name
Silvis, IL Street Address 309-909-4714 EMAIL AVAILABLE https://LINKEDIN LINK AVAILABLEAPPLICATION SUPPORT ANALYSTResourceful professional, exceeding customer expectations by liaising between customers and internal team to convey customer needs, learning/integrating new or upcoming technologies, and delivering reliable solutions. Troubleshooting customer technical issues related to API by utilizing SQL, JSON based API &, JavaScript. Communicating with customers to provide support by utilizing support portals. Implement code, write user stories, and incorporate/support web, iOS, and Android API. Proactive professional, adept at sustaining continuous production and communicating with cross-functional teams to better understand business. Certified Product Owner and Scrum Master, skilled at liaising with business teams to manage software license, budgets, user migration, and user requirements. Multilingual in English (fluent), Hindi (fluent), German (beginner).Core CompetenciesQuality Assurance Issue Resolution Report Development Data Analysis Troubleshooting & Diagnosis Documentation Software Development Lifecycle (SDLC) Cross-functional CollaborationCustomer Service & Communication Tool Enhancement Stakeholder Management Technical SupportAPI Testing/Deployment Agile Methodology Scrum Tool Azure Devops Incident ManagementTechnical SkillsPerformance/Bug Tracking ToolsAzure Monitor, Azure Web services, CloudWatch, GitLab, GitHub, Grafana, Confluence, Graylog, Swagger, Postman, Jenkins, JiraDatabasesOracle, MS SQL Server 2017, MySQL, Cosmos DB, Mongo DBWeb, Mobile, & NET TechnologiesHTML, XML, JSON, Android/iOS, C#, ASP.NETJavaOOPs concept, Cor JavaPROFESSIONAL EXPERIENCEIQVIA RANDDS SOLUTIONS Pune, IndiaSoftware Engineer Niche 07/2022 10/2023Reviewed/resolved design, functionality, and quality problems with Cloud, Android, and iOS-based API used by Customers. Followed ITIL process and communicating with customers by utilizing SERVICE NOW portal. Troubleshot customer technical issues using on SQL database, Mongo DB, Postman, JSON based APIs and JavaScript. Worked on Store procedure and prepare SQL DML statement to maintain data consistency. Work on third party API to troubleshoot reported issues and validate response for further process. Delivered technical solutions by collaborating with cross-functional teams and attending scrum calls to explain user story/bug, acceptance criteria, and repo steps. Created user stories, defined bugs, and planned track sprint for product deployment process on Scrum tool JIRA, confluence, and AzureDevops. Tested post-product (Web/iOS) deployment unit and integration testing on applications. Escalate in depth issue to development team to get accurate solution.Enhanced software build flexibility for developers/end users by integrating Jenkins pipeline in Asure Devops.Enhanced team performance by providing training on SQL store procedures with the help of DEV team to troubleshoot data related issues.Automated/streamlined software development and deployment process by integrating and updating CI/CD pipeline.Reduced bugs and delivered successful version of API to customer by extracting code via GITLAB and defining correction in code for product deployment process.Improved SLA 80% in organization impacting team six sigma score by implementing knowledge of Product Owner and Scrum Master Certification to boost product and customer support services.Delivered 100% continuous product service to end users by managing planned/unplanned deployment and releasing within SLA.LIONBRIDGE TECHNOLOGY Mumbai, IndiaTechnical Support Engineer 08/2018 06/2022Resolved web/android API issues using SQL, JSON base scripts and Postman. Communicating with customers through Zendesk service desk portal to provide technical solution. Work on JSON base API to validate API response. Managed functionality of cloud, iOS, android based applications by monitoring alerts through Graylog. Extracting code via GITLAB for software troubleshooting and recreating scenario on test environment. Arranged triage calls and followed ITIL process in partnership with developers and QA team. Integrated existing process, identified bugs, and planned tracking sprint for product deployment on Microsoft AzureDevops.Achieved customer satisfaction by delivering clarified expectation and detailed payment information, automating purchase order process, providing on-time resolution for product issues, and incorporating Azure Cosmos DB and JSON based APIs and Java script.Reduced cost, development time, and cross-functional impact by detecting customer requirements and delivering suggestions to product owner and business management team for sprint planning, participating in voice of customer.PROFESSIONAL EXPERIENCE CONTINUEDSDL INTERNATIONAL Mumbai, IndiaEngineer 08/2016 02/2018Supported web and iOS API to improve product functionality and deliver end-user resolution. Communicating customers via CRM portal to provide technical solution. Worked on Html, xml files to identify UI bug . Identified QA and UAT cycle release schedule for non-production and production environments in collaboration with cross-functional teams. Managed data and storing procedures. Oversaw mass production issues occurring at product deployment and flagged to source channel.Recognized by Microsoft via e-mail for providing continuous support on application.Provided continuous real time experience to end users without issues by resolving technical query related to API using support tools and escalating mass issue to deployment team.EDUCATION AND CREDENTIALSMUMBAI UNIVERSITY Mumbai, IndiaBachelor of Computer ScienceCredentials:Scrum Master Certification SCRUM INC, CAMBRIDGE Online valid through 05/2024Product Owner Certification SCRUM INC, CAMBRIDGE Online valid through 05/2024AZ-900 Azure Fundamentals Training CorporateOnline completed 08/2023Oracle SEED INFOTECH INSTITUTE Mumbai, India completed 04/2012 |
