Jr Engineer - Infosys, USA
(2024-04)
Client: Lumen Technologies
- Managed copper and fiber inventory across multiple service areas, accurately building and maintaining records in LFACS, SWITCH, EMS, CMS, and Service Delivery/NCON systems.
- Handled incoming calls and chats, achieving one-contact resolution and resolving customer escalations for delayed orders to ensure high-quality service
- Worked on End – End processing on Orders by clearing RMA in different systems through resolving issues related to discrepancies in Bonding groups, Denied service issues, DD issues , Discrepancies in Assignments in different systems , RMA related to Vlan, Issues related to Outages, Armor tickets, Issues on voice and data ports, Registering the ONT Issues ,Issues related to Modem , Terminal.
- Served as a subject matter expert on ensuring accurate database records and compliance with operational standards, leveraging strong multitasking and analytical skills to correct record discrepancies.
- Collaborated closely with co-workers, SME , and other departments like DSLOPS, Programming, LARG teams to resolve speed issues and network issues efficiently.
- Worked independently with minimal supervision and assistance, applying training materials and reference documents to maintain high accuracy and efficiency in resolving issues.
- Supported shift coverage including weekends and holidays to meet service level standards
Intern - Tredence, USA
(2023-11 - 2024-01)
- Snowflake training completed in Snowflake Partner network
- Good Understanding in Snowflake Architecture and snowflake features like Clone, Time Travel, Stages, Fail Safe Multi-Clustered Warehouse, CDC(Streams and Tasks) Learned to implement data pipelines in Snowflake
- Integrating snowflake between AWS S3, writing sql queries in worksheets to analyze data
- Establish Snowflake connection with Visualization tools such as Tableau, Power BI and analyze data.
Technical Account Manager - eClinical Works - Westborough, MA
(2011-09 - 2013-09)
Provided Technical support to the EMR products by collaborating with eClinicalWorks customers and providing day-to-day support in resolving various product related issues and support needs.
- Proficiently resolved production issues related to: Workflow, ensuring smooth operation of healthcare processes. Data quality, maintaining high standards of accuracy and integrity. Product-specific issues, addressing EMR software-related challenges. Environment-specific issues, ensuring system stability in different setups. Networking issues, ensuring seamless communication between systems. Scheduled tasks, ensuring timely execution of critical processes. Report generation issues, enabling clien
- Wrote queries in MySQL or MSSQL to identify and resolve issues.
- Conducted regular product reviews with clients, providing insights into new features, updates, and best practices to optimize their EMR usage.
- Developed and maintained detailed records of client interactions, technical issues, and solutions, contributing to the continuous improvement of support processes.
- Assisted in the creation of knowledge base articles and troubleshooting guides to help clients self-solve common issues and improve user satisfaction.
- Collaborated closely with development and QA teams to prioritize and resolve client-reported issues, facilitating product improvements and client satisfaction.
- Worked with different teams to resolve client issues in Testing environments, Stage, and Production environments by connecting to the system using remote desktop connectivity applications.
- Actively participated in the identification, documentation, and tracking of software defects, creating detailed bug reports for efficient issue resolution.
Application Developer - IBM India Ltd.
(2008-05 - 2008-11)
- Campus Selected for IBM and got trained in JAVA, Oracle, and IBM Identity Management tools (Tivoli Integrity and Tivoli Access Management)
- Worked in Security and Privacy departments using Tivoli Integrity and Tivoli Access Management tools.
