Shweta Rakshe Email & Phone Number

Bengaluru, Karnataka, India

Pune, Maharashtra, India

⦁ Responsible for managing and configuring the Zendesk platform to ensure smooth customer support operations.⦁ Manage Zendesk security, including roles, profiles, sharing rules, workflows, and groups, defining roles such as account owners, administrators, agents, light agents, or custom roles.⦁ Assist in building custom reports, dashboards, and workflows, layouts, and visualization.⦁ Manage operational requests and reporting, including customer, analysis of individual views, and troubleshooting issues.⦁ Develop training materials and provide training and support to end users.⦁ Hands-on in producing tangible deliverables (technical support, requirements specifications, design deliverables, status reports, project plans).⦁ Worked on Zendesk implementation workstreams through discovery, design, build, test, and deployment.⦁ Understanding of business processes and ability to translate requirements into application functionality.

Pune, Maharashtra, India

⦁ Research and identify solutions to React Native-based Mobile/ Web application software, hardware issues as well as rest API testing.⦁ Diagnose and troubleshoot technical issues on MAC and Windows, including account setup, operating system, and network configuration.⦁ Ask customers targeted questions to understand the root cause of the problem quickly. Create detailed test cases and test scripts based on functional and non-functional requirements, ensuring comprehensive coverage of test scenarios.⦁ Facilitate Scrum events, such as daily stand-ups, sprint planning, and retrospectives.⦁ Execute test cases manually or using automated testing tools to identify defects, validate functionality, and ensure the quality of mobile/web applications.⦁ Collaborate with stakeholders to understand project requirements, define test objectives, and develop test plans and strategies.⦁ Identify, report, and track defects using defect tracking tools like JIRA, and work closely with developers and stakeholders to ensure timely resolution.⦁ Perform regression testing to ensure that changes or enhancements to the application do not impact existing functionality.⦁ Provide crash reporting to the internal stakeholders and push notifications to the users through Firebase.⦁ Utilize best practices to perform operational support, enhancements, and bug fixes as needed.⦁ Set up and configure test environments, including devices, browsers, and network configurations, to replicate real-world usage scenarios.

Pune, Maharashtra, India

Conducting API testing using tools such as Postman. Help the Product Owner maintain the product backlog and prioritize work.Creating and executing test plans and test cases to ensure API functionality and performance.Organize and lead daily stand-ups, sprint planning sessions, sprint reviews, and retrospectives.Ensure that meetings are productive, time-boxed, and focused on achieving their objectives.Guide the development team on Agile principles and Scrum practices.Help the team self-organize and work cross-functionally to deliver high-quality products.Identify and resolve any impediments that may block the team’s progress.Act as a shield for the team from external distractions, ensuring they remain focused on sprint goals.Assist the Product Owner with backlog grooming, prioritizing tasks, and refining user stories.Ensure that the team understands the scope and goals of each sprint.Facilitate retrospectives to identify areas for improvement and ensure that the team implements action items.Use these insights to identify trends and areas where the team can improve.Encourage open communication and collaboration among team members, stakeholders, and other Scrum Masters.Promote an environment of trust, where team members feel safe to express ideas and concerns.Ensure that the team adheres to Scrum practices and principles, making adjustments as needed to fit the team’s needs.Educate stakeholders and team members on the benefits of Agile methodologies.Communicate progress, risks, and issues to stakeholders effectively.Drive a culture of continuous improvement, helping teams to adapt, grow, and enhance their productivity over time.Skilled in resolving conflicts within the team and between the team and stakeholders, ensuring smooth project progress.Conduct vulnerability scanning and penetration testing to identify and exploit security vulnerabilities.

Configure and customize Jira to meet the specific needs of different teams and projects.Create and manage custom workflows, fields, screens, permissions and migration. Manage user access and permissions in Jira. Integrate Jira with other tools and platforms as needed. Manage and configure Jira plugins to enhance functionality. Develop and execute test plans for pre- and post-migration validation.Document and address any issues or challenges faced during the migration.Ensuring no data loss or corruption during the migration process.Monitor and optimize the performance of Jira. Troubleshoot and resolve issues related to Jira functionality. Work closely with users and technical teams to address problems. Maintain comprehensive documentation related to Jira configurations and processes.Create and update user guides and training materials. Collaborate with cross-functional teams to understand their requirements and tailor Jira to meet those needs. Work with development and IT teams to ensure proper integration and Transitioning from on-premises servers to cloud infrastructure.

• Analysing the problems that have been reported and supplying solutions.• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.• Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.• Monitor emails and reply to the Team lead or concern person about the resolution for queries or incident raised.• Correcting Database as per the incident raised

Pune, Maharashtra, India

• Extracting the data of client through SQL queries with the help of Registry practice connector and refine it into meaningful data and submit it to the CMS.• Installed and set up applications for clients to provide programmes for projects.• Used support tickets to track and speed up incidents.• Consulting with clients to assess technical needs and recommend solutions to ensure rapid implementation of Figmd technology and processes.• Reports to their immediate supervisor supplying regular input on all account activity, including status and call reports on a regular basis.

Master Of Computer Applications - Mca

Bsc, Computer Science