Client Support Executive
Information Dynamics
Total years of experience :11 years, 1 Months
● Perform various tests on process with help of test cases and prepare documents for same.
● Coordinate with respective Process Owner to resolve all issues within required timeframe and update department head.
● Ensure SLA adherence for the issued tickets.
● Monitor help desk queue and respond to help desk tickets professionally within the time frame.
● Test the product to ensure that it operates satisfactorily.
● Support current product applications functionally and work closely with application owners, solution management during change control process.
● Ensure regular user training of Applications to have smooth onboarding process. These users could be internal users of ID or clients.
● Collate the product road map based on the analysis of support calls / clients’ interactions.
● Prepare and maintain all business documents and collaborate with clients and IT department to provide support to all issues.
● Present data on actual and check suggested adjustments against:
- Service desk/help desk.
- Production/product support.
- Service level agreement management.
- Incident resolution.
- Customer support.
● Adhere to all Regulatory, Security and Compliance requirements. Support IT Service Management with the solution of Incidents related to applications to SLAs.
• Finding new business opportunities and discussing with software companies to add value to Specktron product range
• Presentation & training of software used by Specktron for channels and end-users.
• Reporting, SRS, DFD, and other documentation required for Software.
• Creating user manual and required data sheet and end-user guide.
• Provide technical support for both hardware and software issues
• Administrate infrastructure, including firewalls, databases, malware protection software and other processes
• Attend exhibitions and possibly meet developers and suppliers.
• Working closely with internal sales team whenever is required to provide enough support for presales and after sales
• Project management, Software development, error reporting and testing of Software.
Software Programming, Co-ordinate with team leader to maintain and enhance customer relationships and meet organizational and operational objectives.
Assist in software development websites on ASP.Net platform.
Prepare work flow report and presentation for website development team.
Design, build, and maintain efficient, reusable, and reliable code.
Develop or validate test routines and schedules to ensure that test cases mimic external interfaces and address all browser and device types.
Manage website and administer the intranet infrastructure including components such as web, news and mail servers.
Manage domains and hosting services for clients and company accounts.
Supporting the technical design process by participating in the analysis of technical application requirements.
Assisting in implementing analyses that will identify requirements related to people, processes & technology.
Participating in execution and documentation of tests.
Executing conversion plans and documenting possible improvements; identifying disruptions in the processes.
Consulting clients and colleagues concerning the maintenance and performance of software systems with a view to writing or modifying current operating systems
Investigating new technologies
Continually updating technical knowledge and skills by attending in-house and external courses, reading manuals and accessing new applications.
Working closely with other staff, such as project managers, graphic artists, UX designers, other developers, systems analysts and sales and marketing professionals.
• Assist in software development of ERP packages, BPM customizations and other applications on ASP.Net platform.
• Training to all clients on Epicor.
• Installation of Epicor and support in migrating database to Epicor system using DMT.
• Prepare work flow report and presentation for ERP development team.
• Test and prepare bug report on all errors found in the software.
• Prepare corrective actions and feedback processes on client queries and complaints.
* Secured 60% marks in MG University B.Tech degree examination. *Completed a main project in ASP.net on Windows mobile platform. * Completed a mini project in PHP
