Sr. Software Analyst - Capgemini - Noida (Hybrid)
(2024-04)
- Provided L1.5 Global (NA / EMEA / APAC) technical and operational support for retail infrastructure environments, following standard operating procedures (SOPs) through phone, chat, and email channels.
- Monitored and resolved hardware, software, and connectivity issues related to Retail POS systems, printers, scanners, pin pads, and enterprise applications across distributed store locations.
- Supported production server environments through proactive monitoring, incident handling, and coordination with infrastructure teams to minimize downtime.
- Performed incident management, ticket, and asset management activities while ensuring timely resolution within defined SLA timelines.
- Assisted in installation, configuration, and monitoring of network devices and peripheral hardware, including printers and scanners.
- Performed initial troubleshooting and validation for Power BI reporting issues and coordinated with backend teams for resolution of data inconsistencies.
- Executed POS production deployments and update activities via FileZilla to resolve pricing and discount discrepancies with minimal operational impact.
- Processed high volumes of incidents while actively contributing to SWAT queues for unresolved, critical, and ageing tickets.
- Monitored and performed basic Layer 1 network troubleshooting using Cisco Meraki Dashboard for connectivity and port-related issues.
- Supported user access management activities including MFA troubleshooting, password resets, and account lockout resolution.
- Coordinated with third-party vendors such as HP and Dell for hardware replacement, troubleshooting, and warranty support activities.
- Collaborated with L3, infrastructure, and network teams to escalate complex incidents with proper documentation, troubleshooting history, and impact analysis.
- Maintained 95%+ CSAT by delivering effective communication, timely updates, and efficient incident resolution.
Technical Recruiter - Head Field Solutions Pvt Ltd - Noida
(2023-02 - 2023-10)
- Recruited for L1/L2 IT support, networking, and cloud roles, gaining strong exposure to technical skills and IT infrastructure.
- Collaborated with hiring managers and tech leads to understand role requirements and tech stacks
- Used tools like MS Excel, hiring portals, and recruitment CRMs.
No Code Developer - Trynocode Technologies Pvt Ltd - Delhi
(2022-03 - 2022-07)
- Utilized Bubble.io's visual development platform to design, prototype, and develop web applications with dynamic and interactive features.
- Designed and implemented user interfaces, workflows, and database structures using Bubble.io's intuitive drag-and-drop interface.
- Actively participated in problem-solving, knowledge sharing and contributed to team discussions on Bubble.io development techniques and best practices and efficiency.
Front End Developer - Kliff Technologies Pvt Ltd - Delhi
(2021-09 - 2022-02)
- Developed and maintained interactive and visually appealing user interfaces using HTML, CSS, JavaScript, jQuery, and Bootstrap to enhance user experience.
- Optimized website performance by minimizing load times, optimizing images, and employing front-end techniques.
- Implemented responsive web designs to ensure seamless functionality across various devices and screen sizes.
