Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pranali More

Technical support engineer
Dombivali

Summary

A seasoned Technical Support Engineer with over 4 years of experience, excel in 24x7 production support across various domains. Achievements include leading major incident resolutions, automating key processes & exceptional problem-solving skills.

Overview

5
5
years of professional experience

Work History

Technical Support Engineer

Cimpress India
10.2021 - Current
  • More than 4 years experience in IT industry as Application/Technical Support.
  • Expertise in 24x7 Production Support environment for CRM, BFSI, E-Commerce domains for APAC/NADM/EMEA regions.
  • Responsibilities such as Analyze and resolve User queries, Database creation and maintenance, Run SQL queries, Modify Stored procedures, Database backup, Restore
  • Conducting trainings within the team to ensure team members are updated with latest changes and flow.
  • Co-ordinating with different internal teams/dev teams to resolve the issues.
  • Identifying scope Coordinating with clients on the closure of the issues and meeting SLA/OLA’s
    • Ofi>of automating manual tasks present in the system and raising it with Dev team to get it implemented (with impact analysis).
  • Managing Major issues (P1/P2) and its Business Communication.
  • Leading Learnings & Knowledge Base sessions on weekly basis within the team.
  • Collaboration of cross team members in one platform and driving the incident end to end for closure.
  • Providing proactive support to internal team/clients through mails, ticket, calls, chats.

Application Support Engineer

Reliance Retail
01.2020 - 09.2021


  • Was part of operations team and provided support to reliance business units namely Reliance : Retail, Fresh , Hamley , Footwear , Digital , Apparels.
  • The product is supported by in house POS created to be used by various business and extensively using Microsoft Dynamics AX for business and operation task- Schedule batch jobs ,promotions , reporting tasks and finance module.
  • Key Skills and responsible for deployment activities ,incident management and providing timely RCA ,Providing support to L2 engineers for issues faced and product enhancement and coordinating with developers for updates.
  • Tech Skill: Microsoft Dynamics, ORACLE SQL, Incident Management ,Product training and coordination among several teams for resolution and product enhancement.

Education

Master of Science - Information Technology

Mumbai University
04.2001 -

Bachelor of Science - Computer Science

Mumbai University
04.2001 -

HSC

Maharashtra State Board
01-2013

SSC

Maharashtra State Board
01-2011

Skills

MS SQL Server

HTML/CSS

Fundamentals of AWS

JIRA

Infrastructure Support SolarWinds

Looker/ Newrelic

Product management

Python

Timeline

Technical Support Engineer

Cimpress India
10.2021 - Current

Application Support Engineer

Reliance Retail
01.2020 - 09.2021

Master of Science - Information Technology

Mumbai University
04.2001 -

Bachelor of Science - Computer Science

Mumbai University
04.2001 -

HSC

Maharashtra State Board

SSC

Maharashtra State Board

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Pranali MoreTechnical support engineer