PrafoolPratap Singh
Application Support Lead
Mumbai
Summary
Dynamic Product Support Lead at Hurix Systems Private, Passionate about leadership, fostering collaboration, problem-solving, and continuous learning to drive success in cross-functional teams. Experienced in MySQL, Python, Postman, S3 Browser, New Relic, and HTML, with a strong focus on troubleshooting, optimizing workflows, and ensuring seamless operations. Eager to leverage my expertise, embrace new challenges, and continuously grow to make a meaningful impact in every opportunity
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Prodcut Support Lead
Kitaboo (Hurix System PVT)
09.2022 - Current
- Successfully reduced resolution time by half, significantly enhancing customer experience and support efficiency.
- Collaborated on support ticket analysis, identifying customer pain points and presenting insights to stakeholders to drive monthly product improvements.
- Conducted performance evaluations and provided constructive feedback to enhance team efficiency and development.
- Mentored junior team members, offering guidance on best practices and professional growth opportunities.
- Served as an escalation point for critical client issues, ensuring prompt resolution through stakeholder collaboration.
- Fostered a culture of learning by researching industry best practices and implementing continuous improvement strategies.
- Improved cross-department communication, ensuring seamless information flow regarding customer concerns and support challenges.
- Participated in company-wide initiatives to enhance operational effectiveness and service delivery.
- Provided technical expertise to resolve complex customer issues and maintain smooth support operations.
- Improved customer satisfaction by proactively addressing support issues and reducing resolution time.
- Monitored support metrics, identified trends, and recommended solutions to optimize workflows.
- Streamlined support processes, leading to faster response times and increased team efficiency.
- Introduced automation scripts, reducing turnaround time (TAT) and increasing operational effectiveness.
- Assisted in developing system security protocols, enhancing overall data protection and compliance.
Prodcut Support Enginner
Hurix Systems Private
09.2021 - 09.2022
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Collaborated with cross-functional teams to resolve complex technical problems.
Education
Master of Science - Information Technology
Mulund College of Commerce
Mumbai 06.2017 - 03.2019
Skills
Service level agreement management
Team management
Feedback management
Ticket management
Application support
Proficient in MySQL, writing and optimizing queries, managing databases
Skilled in Python, using it for scripting, automation
Familiar with New Relic, monitoring application performance and identifying potential issues
Proficient in Postman, testing APIs, validating responses, and Debugging issues in API workflows
Fishing,Reading Novels
Reading Chinese novels that later become webtoons or manga provides deep cultural insights, enhances imagination, and improves language skills while fostering analytical thinking through complex storylines. Fishing, on the other hand, offers relaxation, patience, and a connection with nature, making both hobbies a perfect balance of mental stimulation and stress relief.
Timeline
Prodcut Support Lead
Kitaboo (Hurix System PVT)
09.2022 - Current
Prodcut Support Enginner
Hurix Systems Private
09.2021 - 09.2022
Master of Science - Information Technology
Mulund College of Commerce
06.2017 - 03.2019
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