Sonaldeep Kaur

Technical support professional with diverse experience in SaaS e-learning platforms, application support, POS systems, and telecom. Skilled in diagnosing and resolving issues, enhancing system efficiency, automating workflows, and improving data integrity. Experienced with SQL, Python, AWS, and Jenkins CI/CD pipeline.

Technical Support Engineer - Kitaboo

(2025-05 - 2026-03)

• Supported a diverse client base of 200–500+ end users, addressing varied technical needs across different industries and user proficiency levels on SaaS e-learning platform
• Diagnosed and resolved ePub rendering issues by performing audits of HTML/XML structures, identifying and fixing syntax errors like missing tags to ensure seamless content display
• Accountable for data integrity and backend corrections by executing advanced SQL operations (UPDATE, DELETE, complex joins), reducing data inconsistencies by 25%
• Accelerated business reporting by engineering optimized SQL queries and restructuring data retrieval logic, cutting report generation time by 40%
• Automated CDN cache invalidation within the Jenkins CI/CD pipeline improving deployment efficiency and reducing post-release support tickets by 30%
• Supported AWS-hosted microservices environments using CloudWatch logs for monitoring, performance analysis, and issue resolution
• Streamlined platform operations and diagnostics by performing user tasks and executing API workflows via Postman, cutting resolution and processing time by 30–40%
• Supported EdTech integrations involving SAML SSO, OAuth, LTI 1.1, LTI 1.3, Canvas LMS, REST APIs, and Shopify webhook integrations
• Automated cloud data workflows by developing Python (Boto3) scripts to manage Amazon S3 bucket lifecycle policies and secure file transfers, reducing manual intervention by 40%

Application Support Analyst - TechPacs

(2024-08 - 2025-05)

• Resolved production issues by analyzing logs, debugging application errors, and performing root cause analysis, reducing recurring incidents by 30%
• Wrote and optimized SQL queries for data extraction, validation, and troubleshooting, improving data accuracy by ~20%
• Collaborated with development and QA teams to identify defects, validate fixes, and support releases, enhancing application stability and quality
• Performed functional and regression testing, identifying critical issues early and reducing post-release defects
• Supported deployment and release activities, ensuring smooth production rollouts and maintaining 99%+ system uptime
• Automated routine support tasks and monitoring alerts using Shell scripting / Python, improving team efficiency and reducing manual effort by 20%
• Developed user-friendly documentation to assist customers with technical issues

Technical Support Analyst - Silverware POS

(2022-02 - 2024-06)

• Installed and supported 100+ Point of Sales devices, CRM, and peripherals such as monitors, printers, Workstations, Scanners, Clover terminals and pin-pads reducing setup time and minimizing downtime
• Diagnosed and resolved software issues in a multi-server Microsoft SQL database environment, reducing system errors by 25%
• Troubleshoot Ethernet Cables / LAN Switch, firewalls, and Internet Connectivity to ensure proper connectivity and smooth operation of the POS
• Managed upgrades in software and hardware, evaluating and testing new systems, ensuring compatibility with existing systems, and managing the rollout process to minimize disruption to users
• Customized client-facing online ordering websites using JavaScript, enhancing user experience and aligning features with client requirements

Technical Support Representative - Carry Telecom

(2021-08 - 2022-02)

• Performed initial triage and troubleshooting, determining the impact and urgency of incidents and support requests to determine priority resolving RF, DHCP, Provisioning, Slow speed issues
• Performed root cause analysis, developing checklists for typical network problems, recommend procedures and controls for problem prevention
• Collaborated with teams to develop diagnosis tools by identifying recurring issues which reduced 50% time to configure problems

Diploma - Computer Programmer - Sheridan College (2021)