Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Aparna Arvind

Scarborough,ON

Summary

Detail-oriented and innovative Full Stack Developer with 2 years of experience in L1/L2 production support and web application development. Adept at responding to customer inquiries and providing technical support via phone, email, and chat. Proficient in diagnosing and resolving application issues, tracking them in ticketing systems, and escalating complex problems. Strong technical background with hands-on experience in SQL, remote desktop tools, and front-end technologies such as Angular. Excellent communication, time management, and organizational skills, with the ability to work independently and collaboratively in fast-paced environments.

Overview

5
5
years of professional experience
1
1
Certification

Work History

L1/L2 Production Support Specialist

Ernst & Young
04.2021 - 04.2023


  • Diagnosed and resolved basic application issues, ensuring minimal downtime.
  • Responded to customer inquiries and provided technical support via phone, email, and chat.
  • Documented and tracked issues using ticketing systems such as Salesforce, ServiceNow, and JIRA.
  • Escalated complex issues to L3 support teams and followed up to ensure resolution.
  • Collaborated with cross-functional teams to enhance support processes and knowledge sharing.
  • Managed multiple tasks efficiently while maintaining customer satisfaction.

Technical Support Specialist

Whitehat Junior
04.2020 - 04.2022


  • Provided technical support for internal and external stakeholders, ensuring smooth operations of various systems and applications.
  • Contributed to project teams by analyzing system performance and recommending improvements.
  • Worked closely with teams to troubleshoot complex issues, collaborating with higher-level support when necessary.
  • Supported the integration of new technologies and processes to enhance operational efficiency.

Concierge Security

Knights On Guards
09.2024 - Current
  • Managed security and concierge services for residents, ensuring safety and smooth operations within the building.
  • Responded to resident inquiries, providing information on building policies, amenities, and services.
  • Monitored access points and ensured compliance with security protocols to maintain a safe environment.
  • Coordinated with maintenance and building management to address issues quickly and efficiently.
  • Documented and reported incidents, following up with necessary parties to ensure resolution.
  • Assisted with emergency response procedures, ensuring resident safety during critical situations.

Education

Post-Graduate Certificate - Computer And Information Sciences

Lambton College
12.2024

BACHELOR OF TECHNOLOGY - COMPUTER SCIENCE

Jyothi Engineering College
01.2020

Skills

  • Programming & Web Development: HTML, CSS, JavaScript, Angular
  • Databases: SQL (Hands-on experience with queries)
  • Ticketing Systems: Salesforce, ServiceNow, JIRA
  • Remote Support Tools: Proficiency in remote desktop tools
  • Soft Skills: Excellent verbal and written communication, time management, problem-solving, customer service

Certification

Microsoft Certified: Azure Data Fundamentals, Azure Fundamentals

Accomplishments

  • Selected for Kerala Startup Mission: Developed an innovative solution integrating electronic and computer science technology to ensure food and water safety. This project was recognized and chosen for incubation by the Kerala Startup Mission, demonstrating its potential impact and technological advancement in public health and safety.
  • 3rd Runner-Up in Kerala Reboot Hackathon: Addressed food wastage and water purity issues in religious places through a comprehensive solution using machine learning and Python. Developed a system to: Ensure inventory safety by detecting insects and harmful substances, Automate authorization for chefs and line cooks, ensuring the use of proper gear.

Timeline

Concierge Security

Knights On Guards
09.2024 - Current

L1/L2 Production Support Specialist

Ernst & Young
04.2021 - 04.2023

Technical Support Specialist

Whitehat Junior
04.2020 - 04.2022

Post-Graduate Certificate - Computer And Information Sciences

Lambton College

BACHELOR OF TECHNOLOGY - COMPUTER SCIENCE

Jyothi Engineering College
Aparna Arvind