✓ Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone.✓ Troubleshoot issues through reproducing the problem and determine resolution.✓ Assist other members of the support team with technical issues and act as escalation point for issues that fall outside of scope for tier 2.✓ Create Knowledgebase articles regularly to expand self-help tools for customers and internally.✓ Triage newly reported problems, assign proper severity and work to identify a resolution.✓ Recreate product defects and work with engineering maintenance team on scoping resolution to provide to clients.✓ Participate in client calls to give updates on outstanding support related issues.✓ Perform software updates, backups, and system maintenance✓ Document technical environments, processes and procedures, testing plans, and project plans.

Career Summary: Active member of a small project team responsible for developing a proprietary Electronic Health Record (EHR), on all platforms including Windows, iOS, and Android that will manage and improve the overall workflow of Mental Health and Chemical Dependency Clinics across the United States.✓ Worked as part of a highly-skilled, motivated, and dynamic start-up team, with both shared responsibilitiesand direct ownership of issues;✓ Performed extensive Manual Testing and thorough diagnosis of new features to identify solutions related toapplication usage, design, and configuration;✓ Took ownership of customer issues and provided enterprise-level technical support via email and otherchannels;✓ Attended Escalations from Associate Technical Support Engineers and elevated customer issues to SeniorSupport Engineers as needed;✓ Effectively communicated complex technical issues to both internal and external stakeholders;✓ Assumed added responsibilities outside technical support role by involving in Form designs and reporting,leveraging on exposure from academic projects;✓ Participated in regular support team meetings and assisted vendors with project implementations works;✓ Prepared test systems for replications of use issues and released weekly application patches to end users;✓ Involved in Server Migration when the whole project was migrated to Microsoft Azure;✓ Assisted with documentation reviews and quality assurance testing as needed.

Career Summary: Responsible for live monitoring and technical support of more than 250 ATM servers and over 400 branches of one of the oldest banks in India.✓ Supported backend banking process such as account linking, pin generation, account mapping, etc.;✓ Responsible for ATM Space Management, health checks, file uploads, issue tracking and card blocking ofbanking customers;✓ Assisted ATM Engineers on machine installations activities;✓ Monitored live ATMs for the smooth workflow of transactions and attended to Tier II Escalations;✓ Managed key vendors for remote configuration of ATMs;✓ Facilitated backup management and asset management that included manual testing and recalibration ofATMs;✓ Provided on-time assistance with the banking process of all the branches across India and customer support forthe bank customers.