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Professional Profie

  Topic » Professional profile » Internet-software-hardware
Post By : DIVYESH M. GURLANI At 2010-07-24


Professional Synopsis

A result oriented professional offering 5 years of rich experience in Technical Support Operations, hardware Engineering and Application Development; domain expertise in Online As Operations.
Last associated with Integrid Media Pvt Ltd., Mumbai as Manager Optimizer – Digital Solutions.
Excellent track record of managing the technical support team and implementing & managing third-party customer support service providers.
Expertise in developing the technical support processes, and systems that need to be fortified to ensure the company canscale effectively and quickly.
Adroit in building the policies, processes and environment that establish a solid, scalable framework for a world-class
technical support and customer services organization.
Rich experience in various online Ad servicing technologies including CPC / CPM / CPA Advertising, Ad Operations,
Campaign Management, Ad Trafficking, Incident Management, Internet Marketing, Online Business Development, Ad
Serving, Ad Optimisation and Account Management.
Well versed with various CRM / Incident Tracking & Management Systems such as Salesforce.com and Clarity.
Campaign Management and Optimization
Campaign upload on the Ad Server for various channels, Trouble Shooting relating to the campaigns, Campaign analysis and Deliveries Optimization
Thorough understanding of the SDLC with proficiency in mapping business requirements, application design, development,integration, testing and troubleshooting for Information Systems Management.
Strong ability to handle multiple projects simultaneously.
Possess in-depth knowledge of Java, XML, SQL and Oracle.
An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving &organizational abilities. Possess a flexible & detail oriented attitude.

Functional Technical Support
♦ Troubleshooting, diagnosing and resolving technical, customer issues associated with our equipment either remotely or on-site at the customer site.
♦ Resolving new customer cases; replicating issues and testing customer configurations in a lab environment.
♦ Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers.
♦ Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.
♦ Performing, as required, remote or on-site upgrade activities or investigations of reported problems.
♦ Handling customer technical escalations; authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
♦ Troubleshooting problems pertaining to Performance Tuning, Network Administration and System Bugs.
♦ Addressing queries regarding the Information System / Software & extending onsite support to the clients including
maintenance of Hardware / Software.
♦ Working closely with the support team to provide tactical and strategic guidance.
♦ Defining and managing master services agreements between company, clients & partners; defining SLAs and escalation processes.
♦ Responsible for the implementation of metrics to monitor customer satisfaction, performance of the organization and
performance of the employees.
Application Development
♦ Managing the end-to-end implementation of the project including designing, development, coding, testing, implementation and support of software applications.
♦ Interacting with users for requirements gathering, analysis and scoping.
♦ Undertaking structural designing & coding of the solution for the project.
♦ Extending post go-live and application maintenance support to the user department.
♦ Identifying, analyzing defects & in-consistencies in software program functions, outputs, online screens & content related to the project.
♦ Handling the complete range of project activities right from conceptualization, testing and maintenance.
Languages: C, C++, Java-JSP, Servlets, VB 6.0, HTML, Java Script, XML, ERP, ABAP/4, Application Server
Databases: SQL, PL/SQL.
Business Intelligence: Basics of SAS
Operating Systems : Windows 2000, XP, UNIX
Personal Dossier
Date of Birth : 6th June1983
Current Address: B12/103, Saraf chodhary nagar , Thakur complex, Kandivali – East Mumbai
Permanent Address: House No. 99, Neelkanth 2, Opposite Mother Dairy, Bhat Gam, Gandhinagar – 382010
Passport Number: E8184251
Languages Known: English, Hindi, Gujarati and Sindhi

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