Product Support Engineer
Pelican AI
Total years of experience :3 years, 1 Months
• Provided 24x7 high quality support to banks and financial institutions in Asia Pacific, Europe, and Americas.
• Worked on Windows machines, JIRA, TOAD application, Unix, WinSCP, and TightVNC.
• Conducted client calls to gain a deep understanding of their issues and skillfully extracted essentialinformation to aid in effective problem resolution.
• Proficient in replicating customer-reported scenarios within a local environment and offering efficient workarounds to resolve issues swiftly.
• Conducted thorough first-level analysis of client-reported problems, facilitating quick issue identification and resolution.
• Maintained the local setup to mirror customer production environments, ensuring alignment and seamless issue replication.
• Actively monitored database jobs and reported job statuses using various monitoring tools.
• Demonstrated proficiency in Control-M and RTM, utilizing these tools for real-time monitoring.
• Maintained a perfect record of 100% accuracy in data processing by diligently overseeing daily system processes.
• Efficiently handled production server operations with Putty, promptly resolving issues and actively participating in production calls.