Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Engineer
Reliant Technologies
05.2022 - Current
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Implemented robust security measures to protect systems from threats, performed regular integrity tests, and ensured timely application of security patches.
- Managed installation and ongoing support for a variety of end-user devices, including desktops, laptops, printers, and tablets, ensuring optimal performance in diverse environments.
- Specialized in maintaining GxP equipment within high-demand packaging and manufacturing environments, ensuring seamless operation and to maintain 21 CFR Part 11 compliance.
- Developed work breakdown structures and determined the sequence of tasks for developers for milestones.
- Executed and verified regular system backups, maintaining data integrity for desktops, laptops, and virtual machines.
- Developed and maintained comprehensive project documentation for over 15 projects, including plans, reports, and risk assessments, enhancing organizational transparency, and reducing project risks by 25%.
Product Support Engineer
Ideabytes Software India Pvt Ltd
08.2018 - 06.2021
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Managed customer relationships by delivering prompt responses to questions.
- Maintained product development schedules and prioritized projects by coordinating with development team.
- Provided expert support for Microsoft Office and managed Active Directory/Domain controllers.
- Authored comprehensive user guides and compliance documentation, facilitating smooth adoption of systems and adherence to standards.
- Expertly handled the setup and maintenance of RF/wireless and network devices, supporting critical laboratory, manufacturing, and engineering systems.
- Led cross-functional teams in the migration of legacy data systems to modern data platforms, ensuring minimal downtime and seamless integration with existing workflows.
- Achieved project milestones and deliverables by closely monitoring project performance and making data-driven decisions to adjust plans as necessary.
- Led projects utilizing Lean Six Sigma principles to identify and eliminate waste, streamline processes, and enhance overall efficiency.
- Led cross-functional teams in Kaizen events and continuous improvement workshops to foster a culture of quality and operational excellence.
Education
Master of Science - Business Analytics
12.2022
Bachelor of Science - Electronics & Communication Engineering
07.2018
Skills
Tools: Active Directory Management, Microsoft Office Suite (Word, Excel, Outlook), Git, Gantt Charts, Basecamp, Mix Panel, SAP ERP, ITSM Systems (Jira), Microsoft Power BI
Technical Expertise: Network and Wireless Support, IT Security Practices, OSI Layer Diagnosis, Python, SQL, R, PBX/Telephony Systems (Mitel), GDP, GAMP5, GxP, 21 CFR Part 11
Strategic & Analytical: SDLC, Data-driven Insights, Agile methodologies, A/B Testing, KPIs, Roadmap, UI/UX Strategy
Interpersonal Skills: Collaborative Communication, Initiative-driven, Customer-focused, Problem Solving, Cross- Functional Team Leadership
Certification
- Certified Scrum Master (CSM)
- Certified SAS Statistical Business Analyst Professional
Timeline
IT Support Engineer - Reliant Technologies
05.2022 - Current
Product Support Engineer - Ideabytes Software India Pvt Ltd
08.2018 - 06.2021
Lewis University - Master of Science, Business Analytics
Amrita Vishwa Vidyapeetham - Bachelor of Science, Electronics & Communication Engineering
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