Soniya Singh
Pune
Summary
Experienced IT Analyst with a strong background in L2 support, project management, and cloud telephony systems. Adept in troubleshooting, issue resolution, and optimizing workflows, with extensive knowledge in VoIP deployments, cloud integrations, and cross-functional team coordination. Possesses a deep understanding of monitoring tools and cloud platforms, including AWS and Datadog. Proven ability to work under pressure, manage multiple tasks, and collaborate with diverse teams to achieve project goals on time.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Production Specialist L2
Databee - Wipro
06.2024 - Current
- - Analyze and escalate L1 tickets to L2 for advanced troubleshooting, ensuring quick resolution within SLAs.
- - Monitor and interpret alerts via Datadog, collaborating with engineering teams to resolve system performance issues.
- - Maintain daily logs and provide reports to track resolution progress and ensure service continuity.
- - Perform testing and validation on Euro & US clusters, ensuring system stability and meeting project deadlines.
- - Participate in alternate-day calls to optimize support processes and improve resolution efficiency.
- - Collaborate with project managers to track support tasks and align with ongoing system upgrades or migrations.
- - Contribute to risk management by identifying recurring issues and suggesting mitigation strategies.
- - Assist in resource management, ensuring effective workload distribution and prioritization to meet project goals.
- Analyzed production data to identify trends and recommend process improvements.
Senior IT Analyst
Hono-Automation
09.2022 - 01.2024
- - Data retrieval using MYSQL and SQL Server for integration with VoIP systems.
- - Handling client queries, incident management through JIRA, and providing troubleshooting support for technical issues.
- - Performing data fixes such as update, delete, and schema management for telecom system data.
Project TCL – MAERSK – Cisco Cloud Contact Centre
Intertec Software Pvt Ltd
06.2021 - 08.2022
- - Led UAT, Go-Live support, and implementation of Cisco WebEx Cloud Platform.
- - Troubleshot technical issues, provided L2 support, and performed log collection and investigation for contact center systems.
- - Managed migration timelines and coordinated with cross-functional teams for seamless VoIP and contact center transitions.
TSE- Microsoft Process
Concentrix
01.2019 - 06.2020
- - Troubleshot remote desktop services and customer queries for end users.
- - Analyzed and optimized system performance, managing operating system upgrades and ticket systems.
Technical Presales Consultant
TechNexa System Pvt Ltd
05.2018 - 12.2018
- - Engaged with clients like Cisco and Vistara Airlines for presales and solution design.
- - Coordinated with vendors for network solutions, ensuring timely and accurate technical documentation.
System Engineer - GE HealthCare
Genpact
09.2015 - 03.2018
- - Configured network devices, worked on high-priority tickets, and ensured SLA compliance for network-based issues.
- - Worked as a Data Analyst, communicating with global customers to meet their technical requirements.
Education
Engineering - Computer Science
RSR Rungta College of Engineering & Technology
C.G.07.2015
Intermediate -
CBSE Board
05-2010
Matriculation -
CBSE Board
06-2008
Skills
- Cloud telephony and VoIP technologies
- Cross-functional project coordination
- Incident response proficiency
- AWS and Datadog monitoring expertise
- Skilled in generating reports using data analysis tools
Certification
- - MCSE Certified
- - CCNA Certified
- - Data Analysis Trained
Timeline
Production Specialist L2
Databee - Wipro
06.2024 - Current
Senior IT Analyst
Hono-Automation
09.2022 - 01.2024
Project TCL – MAERSK – Cisco Cloud Contact Centre
Intertec Software Pvt Ltd
06.2021 - 08.2022
TSE- Microsoft Process
Concentrix
01.2019 - 06.2020
Technical Presales Consultant
TechNexa System Pvt Ltd
05.2018 - 12.2018
System Engineer - GE HealthCare
Genpact
09.2015 - 03.2018
Engineering - Computer Science
RSR Rungta College of Engineering & Technology
Intermediate -
CBSE Board
Matriculation -
CBSE Board