Gurpreet Kaur Email & Phone Number

Waterloo, Ontario, Canada

Prioritizes, diagnoses and documents technical details for incoming Monitoring Tickets and provides support to prevent incidents and restore service to the customer environments as quickly as possible.Collects information about customer situation and provides accurate, timely and detailed documentation about all actions taken towards a resolution in accordance with standard After Sales processes.Takes ownership and accountability for all assigned Monitoring Tickets driving towards a resolution within SLA/OLA requirements.Communicates technical issues and customer concerns or issues to support team members to facilitate a timely resolution.Provides and documents Monitoring Framework configuration changes for customer systems, tests new features/releases, and provides input for system enhancements.Establishes, builds and improves customer relationships through the After Sales process.Attends Agfa and 3rd party product training and maintains a working knowledge in focus area.Mentors other Monitoring Specialists or regional support specialists.Based on assignment, shares learning and knowledge activities through various methods for service/support teams.Contributes to customer go-live support and product launch activities.

India

Domain: Support and Enhancement on Oracle Apps 11i 2018 – 2020Company: Wipro Ltd. Application: HR and payroll• Developed change request. • Generated SQL queries to provide data as per the requirement of the users.• Focused, versatile, dependable, multi-task oriented, flexible, positive, emotionally stable, able to adapt effectively to challenging environment.• Provided level 2 and level 3 technical support to end-users and technical staff on software and hardware-related problems via phone, email, remote desktop tools.• Changed, modified existing application setup.• Strong analytical, technical, and problem-solving skills to diagnose errors or technical problems and determining the proper solutions and maintained documents.• Help to collect, organize, and maintain the log of problems experienced and solutions. Assisting with user training, develop user guides and technical manuals to research and implement solution• Resolution of tickets (90%) based on helpdesk within SLA as well as technical troubleshooting customer problems.• Developments: Oracle Reports (CPF Form, CPF Nominee Program Report, Last Pay Certificate Report, Employee Article Size Reports)

Master Of Engineering - Meng, Internetworking

Activities and Societies: Training : CCNA: Introduction to Networks Dec 2020 – Jan 2021 Hands on Lab and troubleshooting IPV4, IPV6.

Bachelor'S Degree, Computer Science

Key Learnings & Relevant Courses: Database Management System (Basic SQL scripting, SQL connectivity), Introduction to Linux.