1 Looking for Cloud support engineer role
Suraj Shukla
Software Tester
Mumbai
Summary
Proven expertise in manual and automation testing, honed at TCS - Time Customer Service, enhancing software quality by identifying critical defects and optimizing test cases. Excelled in delivering exceptional customer support at Convergys, boosting satisfaction through effective problem-solving and technical knowledge. Demonstrates a keen ability for test planning and maintaining professionalism under pressure, significantly improving product stability and user experience.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Software Tester
TCS - Time Customer Service
Mumbai, Maharashtra
03.2018 - Current
- Defined and identified test cases for new application development.
- Improved software quality by executing thorough test cases and identifying critical defects.
- Optimized test cases to maximize success of manual software testing.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Carried out tests to identify, report and repair bugs and glitches.
- Managed defect tracking systems efficiently, prioritizing issues based on severity and potential business impact for prompt resolution.
- Increased efficiency within the QA team by implementing best practices for bug reporting and documentation, facilitating effective communication channels between team members.
- Boosted product stability by identifying and reporting software bugs for timely resolution, minimizing negative customer impact.
Technical Support Representative
Convergys
Mumbai, Maharashtra
07.2016 - 03.2018
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority 30 cases per day on an average promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Education
Masters in Computer Application - Information Technology
Chandrabhan Sharma Sr. College
Mumbai, Maharashtra 06.2021 - 04.2023
Bachelor of Science - Information Technology
Chandrabhan Sharma Sr. College
Mumbai, Maharashtra 06.2011 - 04.2014
High School Diploma -
Chandrabhan Sharma Jr. College
Mumbai, Maharashtra 06.2009 - 04.2011
Skills
Manual Testing
Interests
2 Also, open to work as data analyst
Additional Information
- I have done AWS cloud certification.
- Also I have done Microsoft Power BI certication.
- I have worked on SPATIALNET BRICSCAD tool for telecom network designing.
- Also, worked on Salesforce and Servicenow.
Software
1 AWS Cloud, Power BI
2 Salesforce
3 SPATIALNET BRICSCAD
4 ServiceNow
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Advanced (C1)
Certification
AWS Cloud
Hobbies :
- Playing Chess.
- Listening to music and
- Bike Riding
Timeline
Microsoft Power BI
08-2024
AWS Cloud
01-2024
Masters in Computer Application - Information Technology
Chandrabhan Sharma Sr. College
06.2021 - 04.2023
Software Tester
TCS - Time Customer Service
03.2018 - Current
Technical Support Representative
Convergys
07.2016 - 03.2018
Bachelor of Science - Information Technology
Chandrabhan Sharma Sr. College
06.2011 - 04.2014
High School Diploma -
Chandrabhan Sharma Jr. College
06.2009 - 04.2011
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