Systems and Technical Support Analyst

• Mar 2022 - Present

As a Systems and Technical support analyst, -I provide support and manage user accounts of over 300 users that use ePASS (our ERP software). -Involve in collecting business requirements with internal stakeholders, translate those requirements into technical specifications. -Responsible for creating use cases for different business scenarios. -Subsequently, testing thoroughly the programming changes made by the team. - Creating and maintaining SOPs. Managed the… Show more As a Systems and Technical support analyst, -I provide support and manage user accounts of over 300 users that use ePASS (our ERP software). -Involve in collecting business requirements with internal stakeholders, translate those requirements into technical specifications. -Responsible for creating use cases for different business scenarios. -Subsequently, testing thoroughly the programming changes made by the team. - Creating and maintaining SOPs. Managed the following 2 projects right from Initiation phase till deployment. 1. Integrated Pinpad Project - Responsible for all the communication with Moneris which involved discussing our business requirements, ordering testing pinpads, setting up our staging environment for testing, etc. - Worked with our 3rd party vendor (R & D) to get the certifications. - Tested the pin pads using different use case scenarios. - Configured the pin pads across all the Coast Appliances (18) locations remotely - Provide support to users for issues relating to the Pinpads, their configuration, payments not going through, etc. - Created, managed and updated SOPs. 2. Digital Price tags Project -Worked with 3rd party vendor - SES Imagotag where we discussed our requirements, ordered digital tags, access points and their accessories. -Had our 3rd party vendor R & D to program accordingly and have our ERP data pushed onto SES cloud using an automated job. - Hands on experience using Vusion cloud, vusion app and Vusion studio. - Responsible for configuring and mapping our company data using Vusion studio - Responsible for changing layout of the tags display and programming the logic to display offer price using javascript - Configured the digital tags remotely across all our 18 locations. -Provide support to all the locations for issues related to Access points going offline, incorrect digital tags pricings, etc. - Created, managed and updated SOPs.

Contact Center Agent

• Oct 2021 - Mar 2022

Customer Service Associate

• Mar 2021 - Sep 2021

Duties involve looking after in store customers and handling their queries with respect to pools/hot tubs and its equipment, testing pool/hot tub water samples and recommending chemicals based on water analysis report, handling cash counter and taking customer phone calls. Duties involve looking after in store customers and handling their queries with respect to pools/hot tubs and its equipment, testing pool/hot tub water samples and recommending chemicals based on water analysis report, handling cash counter and taking customer phone calls.

Software Engineer

• Jun 2018 - Nov 2019

As a Software trainee, got the opportunity to automate marketing campaigns on various social platforms using Marketing Automation tools such as IBM Unica and Watson Campaign automation. A typical day at work would be to analyze the Business Case requirement, designing the workflow of the same and improving the existing workflows by efficient programming. Involved at every stage of delivery starting right from the Analysis, Data collection, Coding, Unit and Integration testing and finally… Show more As a Software trainee, got the opportunity to automate marketing campaigns on various social platforms using Marketing Automation tools such as IBM Unica and Watson Campaign automation. A typical day at work would be to analyze the Business Case requirement, designing the workflow of the same and improving the existing workflows by efficient programming. Involved at every stage of delivery starting right from the Analysis, Data collection, Coding, Unit and Integration testing and finally the deployment using IBM Watson Campaign Automation Tool. Also, experienced in real time data handling, manipulation using MySQl tool and creating email templates as per client requirements using HTML/CSS. Show less As a Software trainee, got the opportunity to automate marketing campaigns on various social platforms using Marketing Automation tools such as IBM Unica and Watson Campaign automation. A typical day at work would be to analyze the Business Case requirement, designing the workflow of the same and improving the existing workflows by efficient programming. Involved at every stage of delivery starting right from the Analysis, Data collection, Coding, Unit and Integration testing and finally… Show more As a Software trainee, got the opportunity to automate marketing campaigns on various social platforms using Marketing Automation tools such as IBM Unica and Watson Campaign automation. A typical day at work would be to analyze the Business Case requirement, designing the workflow of the same and improving the existing workflows by efficient programming. Involved at every stage of delivery starting right from the Analysis, Data collection, Coding, Unit and Integration testing and finally the deployment using IBM Watson Campaign Automation Tool. Also, experienced in real time data handling, manipulation using MySQl tool and creating email templates as per client requirements using HTML/CSS. Show less