Objective

• To obtain a Technical Support/Analyst position in a fast - paced, intellectually stimulating environment wherein I have the opportunity to work on challenging problems.

TECHNICAL SKILLS

Selected Coursework: Business Strategic Information Systems, Management, Advanced Database Management Systems, Special Topics MIS, Practicum in MIS, Systems Analysis and Design, Fundamentals of Management Information Systems, Networking & Data Communication, Data Management Systems, Special Topics in MIS, Practicum in Management Information Systems, Procedural and Object-oriented Programming in C++, Data Structures in C++, Intro to Java, Intro to business application programming

Tools: /Skills: Knowledge of various PC applications such as Windows 7/8/10, Visual Studio, Microsoft Access, Visio, PowerPoint, Excel and Word, Spotfire, Tableau, QlikSense, Oracle SQL, Oracle VM VirtualBox, PL/SQL, Interpersonal skills Familiar with IBM Rational, Microsoft Sever 2003 Active directory, Microsoft Project, windows mobile app, Maintain confidentiality of all operating information.

PROFESSIONAL EXPERIENCE

Confidential - Campbell, CA

Senior Technical Support Engineer

Responsibilities:

• Develop and maintain strong relationships with customers and partners, to ensure all escalated issues are addressed in a positive and professional manner.
• Processing support requests from customers and support the continuous development of support processes and continuous maintenance of the support infrastructure (knowledge base, support portal)
• Responsible for simulating customer problems in the test lab and escalating the issue to R&D as needed.
• Responsible for processing customer RMA, verifying support contracts and answering any RMA related questions from customers.
• Working with worldwide support colleagues/vendors and other internal and external interfaces to resolve customer issues as well as RMAs.
• Participate in on call rotation
• Create/triage customer and internal support request using FreshDesk.
• Responsible for generating Support Metrics report per upper management requirement using FreshDesk.
• Worked on special projects as/when needed.

Confidential - San Francisco, CA

Technical Support Analyst

Responsibilities:

• Develop and maintain strong relationships with the Confidential LLP users, to ensure all escalated issues are addressed quickly and in a positive and professional manner.
• Responsible for New Hire/Departure process firm wide
• Responsible for audio/video conferencing scheduling/connecting using BlueJeans
• Responsible for creation of daily meeting report firm wide requiring IT equipment settings
• Develop and submit thorough roll-out plan regarding system enhancements and upgrades.
• Plan includes recommended hours for service to be interrupted (if necessary) and contingency planning for the Firm.
• Identify solutions to remedy issue to ensure a quick decision can be made and the user’s inability to access device or application is minimal.
• Responsible for assigning user affinity via SCCM.
• Assign and push group policy and specific user applications to end users via SCCM.
• Manage IT assets for multiple locations.
• Responsible for assisting users from multiple offices with password related issues.
• Responsible for entering all new hires into the records manager database (IRM).
• Work to establish and maintain healthy relations with contacts related to the Firms business need.
• This includes, but not limited to, IT contractors, IT vendors, Professional Organizations, and potential clients.
• Responsible for setting up all audio/video conferences for multiple offices.
• Test and troubleshoot new system enhancements and upgrades on all desktops, mobile devices, and other Firm technological property (phone systems, etc.).
• Recommends actions to Director of IT and infrastructure team that will minimize security risks and potential down time for users.
• Work with end users to resolve all software/hardware issues
• Works directly with the infrastructure team on escalated tickets.
• Responsible for configuring firm issued mobile devices Facilitate delegate access to Outlook for each attorney.
• Troubleshoot, assign, and deploy all Shoretel phone systems.
• Manage/Creation of user accounts in AD/Exchange/InterAction and customization request VOIP via ShoreTel Director.
• BigHand Administration, including creation and assignment of the rights to users.
• Participate/Mange Windows 10 Pilot/Rollout program.

Confidential - Sunnyvale, CA

Technical Support/Order Desk/Sales Analyst

Responsibilities:

• Working/training with cross functional teams to gain knowledge/skill and provide backup whenever required.
• Support sales team by approving deals/quotes as well as fulfilling inquiries
• Support the technical support team by answering request as well as inquiries regarding support contracts
• Submitting and resolving technical support tickets in SFDC
• Lead/managed SFDC client account/profile consolidation/realignment effort in SFDC, including merging/migrating/renaming accounts as well as managing contacts in customer profile
• Create/run new and existing reports in SFDC as per requirements
• Generate adhoc reports as per business requirements
• Worked with Order Desk to enter new order and contracts into SFDC
• Installed and configured Confidential Enterprise Secure key Manager(ESKM)
• Provide production support for ESKM appliance
• Triage/Resolve customer issues related to Confidential Atalla ESKM/HSM appliances
• Create/review/update process documentation for creation of new customer accounts/profile in SFDC
• Work with Order Desk on Contracts/Orders issues
• Define/Streamline and document Processes/Procedures
• Work with Operations team/ Demo team to providing backup.
• Follow export process/procedure for the replacement/shipment of SW/Licenses.
• Manages day-to-day pre-sales and post-sales order management (configuration, quotes, credits and returns).
• Responsible for a variety of functions in support of sales efforts such as monitoring sales volumes, resolution of customer issues, manages backlog of orders (works with supply chain).
• Works closely with multidisciplinary teams to ensure orders are processed correctly
• Exercises independent judgment within defined practices and procedures to determine appropriate action.
• Acts as an informed team member providing analysis of information and limited project direction input.

Confidential - Burlingame, CA

Application/Hardware/Technical Support

Responsibilities:

• Monitoring the kiosk network to identify & resolve anomalies, issues, outages using Service Now tool
• Reviewing log files to uncover issues using KMT
• Reviewing log files to uncover issues using Kibana
• Submitting and resolving service tickets in Service Now
• Creating ticket in JIRA for the escalation
• Dispatching and supporting field engineers for kiosk maintenance
• Installing/replacing hardware and software
• Assist with supporting corporate technical resources
• Support call center technologies and users
• Configuring, installing, and support corporate workstation PCs and phones
• Provide production Application Support - logging tickets and e-mailing/phone customers the resolution to issues.
• Log analysis to discover cause/root cause
• Creating knowledge based articles
• Configure Remote Power Switches
• Place Orders for parts with 3rd party
• Ship replacement parts for kiosk
• Testing/documenting workflow and documenting issues.
• Assigning groups/policies to PCs
• Familiar with QA ALM

Confidential - San Refeal, CA

Systems Specialist

Responsibilities:

• Developing and maintaining custom reports and dashboards using business intelligence and data visualization tools Comprehend Clinical, MS Excel.
• Regularly interacting with end users to triaging issues, resolving issues, and recommending solutions to end users
• Creating and maintaining user accounts and master data (e.g. lists of values)
• Escalating issues as needed, and interacting with technical or business staff to determine resolution
• Writing and executing test cases
• Managing and monitoring data transfers between relevant systems
• Participating in system validation activities

Confidential - Campbell, CA

Associate Consultant

Responsibilities:

• Tableau Use case and visualization
• Coming up with use case to show case the visualization capabilities
• Created mapping documents for the Tableau use case
• Participated in requirement gathering by going through technical videos, other documents and existing Spotfire dashboards
• Developed Spotfire reports/Dashboards
• Documented requirements for enhancement of existing Spotfire dashboards
• Worked on enhancement of existing Spotfire dashboards
• PD Partnering Analytics
• Participated in requirement gathering
• Interacted with client to refine Dashboards/Reports
• Developed Spotfire reports/Dashboards as per business requirements
• Documented Dashboards in Spotfire
• Participated on refinement/development of Spotfire dashboard using rapid prototyping
• Documented Report refinement/changes
• Tested/validated/OP developed reports in Spotfire
• Published reports on Spotfire Server
• Successfully executed development and delivery of Spotfire dashboards
• BO 4.0 Upgrade/Migration
• Helped the BO migration team with documentation
• Helped in Identifying failed reports
• Helped in migration of user and reports to BO 4.0 Environment
• Monitored users forum for new issue
• Internal Projects
• Created Virtual Machine using VMWare as well as Hyper-V and prepared environment for installing specific software packages.
• Worked with Active Directory to put the VM into domain.
• Prepared research document for Confidential marketing research team
• Prepared document BO XI 3.1 Vs OBIEE Comparison for Confidential team
• Prepared document OBIA/OBIEE 10g to 11g Migration checklist/major items to be aware off for Confidential team
• Prepared document for company name from where request came from based on IP address.
• Prepared document Compare the security framework in OBIEE
• Working with VMWare and Hyper-V to create Virtual machines
• Setting up infrastructure for installing Confidential BSM such as creating VM and Bring up the environment to OEM
• Installing/Configuring the Confidential products
• Trouble shooting/Logging Tickets with OEM for the Product
• Interacting with OEM support
• Dashboard Web services
• Setting up infrastructure for development of Web services in the local environment
• Installing Database in local machine and creating tables and importing data
• Writing web services using Java, hibernate
• Providing the user support for SBM (Team Track)
• Creating reports in SBM to address specific requirements
• Helping user with moving item from one stage to another
• Resolving tickets raised by user related to SBM