Software Engineering Analyst

• Nov 2021 - Present

Product Analyst

• Aug 2021 - Nov 2021

* Develop deep knowledge within a complex product group. * Investigate and prioritize advertising issues, raising to a specialist when appropriate for further troubleshooting or de-bugging. * Own tasks end-to-end until they are assigned to specialist. * Discern product confusion from bugs, determine solutions, and advise the sales team advertisers to accomplish the advertisers desired outcome. * Strong interpersonal skills to communicate issue resolution, technical resolution, workarounds, or product confusion to the sales team * Partner with product support group specialists to determine solutions to advertising bugs and product confusion * Facilitate a high-end customer experience related to support for advertising bugs * Mentor team members and own product support areas. Show less

Process Executive

• Mar 2021 - Jul 2021

* Responsible for diagnosing and resolving technical and software issues reported by clients using Microsoft Internal Tools. * Training new joiners to help them understand the workflow and act as the first point of contact for them in case of query. * Internal Audit procedures to ensure the process has been carried out in compliance with Microsoft Processing Rules and generating the invoice. * Processing transactions and bills of Microsoft products and programs for EMEA Enterprises through Microsoft Dynamics (ERP and CRM systems), including Excel, SAP, and PowerBI. * Communicating with sales and support communities worldwide on a daily basis toward gathering and providing information to ensure the best possible customer satisfaction. * Executing high volumes of transactions as prescribed targets and deadlines following predefined procedures, ensuring that performances and policy parameters are always met. Show less

Customer Support Analyst

• Sep 2020 - Feb 2021

* Interacted with customers to provide and process information in response to inquiries, concerns, and requests regarding Covid - 19 and Vaccination Programme. * Responsible for managing all incoming and outbound calls and documenting all information according to standard operating procedures. * Accessing and controlling tickets, replying to clients' inquiries, and following up with them through the process by using Amazon Connect Platform. * Investigate and prioritize issues, raising to a specialist or designated service group when appropriate for further troubleshooting or debugging. * Participated in departmental training activities including training programs in support of new technologies, procedures and customer service enhancements. Show less

Software Developer Intern

• Jul 2017 - Aug 2018

* Responsible for analysis, design, development, and implementation of various Healthcare Applications using Python, Front-End & Database technologies. * Strong background in SQL by working with MySQL and creating and maintaining complex DB schema for Healthcare Applications consisting of various profiles, sensitive user data, encryption, and real time chat history. * Created and implemented numerous test cases for ensuring all the modules, functionalities are working correctly and writing-up documentation in fast-paced challenging environments. * Worked on building the backend of our Healthcare system and collaborated with the UI/UX Developers for merging our front-end system with the backend to create a seamless and fluid user experience. * By working with a team of developers I have hands-on knowledge of tools like Git, Trello for effective code and Project Management. Show less