Payal

L3 Technical Support Engineer with 4+ years of experience in SQL and Windows support. Skilled in troubleshooting and resolving complex technical issues for customers and end users. Quick learner with good communication and teamwork skills, able to adapt to different work cultures and always ready to take on new challenges.

L3 Application Support Engineer at Microtelecom Consulting LLP (2022-04 – Present)

Project-Microtelecom Point of Sale (MTPOS) & Inventory Management System – A global retail, inventory, and point-of-sale solution used by leading telecom operators.

• Provided L3 application support for global telecom clients including Three UK, Three Ireland (3ROI), T-Mobile, US Cellular, and OOB.
• Supported Windows, Web, and Mobile versions of the MTPOS application, ensuring high availability and seamless business operations.
• Delivered end-to-end production support for retail, inventory management, commission processing, and billing modules.
• Resolved escalated L1/L2 production incidents, performed root cause analysis (RCA), and collaborated with cross-functional teams to ensure timely issue resolution.
• Managed and resolved L1/L2 escalated support tickets at the L3 level by analyzing production issues, performing root cause analysis (RCA), and ensuring timely resolution of P1/P2 incidents within SLA timelines.
• Provided end-to-end application support for business-critical platforms, ensuring high availability, reliability of system
• Monitored application, server, and infrastructure health using enterprise monitoring tools; responded to production alerts, diagnosed incidents, and restored services within SLA timelines.
• Investigated production issues by analyzing application logs, IIS logs, SQL Server, Fiddler, XML, and error logs to perform root cause analysis (RCA) and implement preventive measures.
• Collaborated with cross-functional teams including Development, Infrastructure, Database, and QA to resolve moderate-to-complex production issues.
• Managed Production, Pre-Production, UAT environments, executing Change Requests (CRQs), participating in CAB meetings, preparing deployment documentation, and supporting application deployments.
• Monitored and supported SQL Server jobs, including scheduling, troubleshooting failures, and handling import/export data processes.
• Managed incidents, service requests, and change activities using Service Now, BMC Remedy, BMC Helix, and Jira while consistently meeting SLA targets.
• Developed and maintained knowledge base articles and operational documentation to improve support efficiency and reduce incident resolution time.
• Provided production support through rotational shifts and weekend on-call support to ensure uninterrupted business operations.

Bachelors of Engineering in B.E – KDK College of Engineering Nagpur (2020)

HSC – N M Model High School Nagpur (2016)

SSC – New English High School, Nagpur (2014)